Staybridge Suites Detroit-Utica by IHG

I was ready on arrival because the room was already prepared, and the friendly staff let me check in at 3pm and check out at noon. The lot felt safe and was well lit. The hotel is tucked away from traffic while still close to stores, restaurants, and attractions. Some recent reviews say the hotel is dirty and not properly renovated, but that wasn’t my experience. The rooms had a few rough edges, yet mine was very clean and comfortable. For the fair price I paid, I got an efficiency apartment with a king-size bed, a couch, and a full kitchen with a large fridge, microwave, coffee maker, stove, toaster, and dishes. I’d stay here again.

The front desk staff were genuinely friendly and tried to help, but our suite needed both a much better clean and some repairs. There was cereal under the couch and ottomans, loose change and assorted towels in the TV stand, food stuck to the plates, and the previous guests' dishes still in the dishwasher. We only had one night, so we turned down the offer to move rooms. The desk also offered 15% off, but since we booked through hotels.com, we were told the discount had to go through them. hotels.com contacted the hotel and apparently the hotel declined it. Other things were in rough shape: paint was peeling, a soap and lotion dispenser stand had fallen off the wall and was left on the counter, the common room remote needed batteries, and the ottoman had obvious stains. It felt like the cleaning and repair teams were rushing and missed a lot before the suite was considered ready. The staff were helpful and kind, but it was clear they were rushing.

I work for IHG, and this whole situation with the night auditor was really disappointing. My friend was in town for work, so I used my employee discount to book him a room through my IHG app. The reservation was initially in my name. On the day he checked in, I called the hotel and asked them to add his name since he would be checking in. I drove about two and a half hours from where I live near Grand Rapids, Michigan, arriving around 2:30 a.m. on Nov. 22. I went to the desk for the room number and a key, but the auditor said my name wasn't on the reservation and wouldn't give me either. I couldn't understand that, since I'd booked it and used my discount. I called IHG customer service, and they could see my name on the reservation. Their representative called the hotel, then told me I just needed to show ID. I went back with my driver's license, but the auditor said customer service was wrong and still refused. My friend's phone was dead and he was asleep, so I couldn't reach him that way. I asked her to call his room and let him know I was there; she said I needed to take it up with the manager. Eventually she called the room, my friend answered and confirmed he was expecting me, and she gave me the room number. All of that could have been avoided. Either she wasn't looking in the right place, or something else was going on. My boss at my hotel also said my name should appear somewhere if I made the reservation.

We booked at the last minute for an overnight graduation gift for my daughter, and the only room left was a huge, really nice two-bedroom suite. It was spotless and the temperature control worked perfectly. We picked the hotel for the hot tub; it could have been a bit hotter, but it was fine. The TVs couldn't connect to the internet, so we couldn't use our streaming services. The staff were friendly and breakfast was good. It was a great stay.