Holiday Inn Express & Suites Ann Arbor West by IHG

Reviews

• NM

  Nichole Malovic

  6 days ago
  5.0
  We had a really nice experience when we visited. We were greeted by Json with kindness and appreciated the cleanliness of the hotel and rooms.
• JC

  Justin Collins

  Jan 5, 2026
  1.0
  The rooms here don't have microwaves or coffee makers.
• TT

  ttt ttttt

  Dec 26, 2025
  1.0
  I’ve been an IHG platinum level rewards member since the 1990s. For almost a decade I would stay at this property for work 10-15 times a year. Then a number of years ago I had the worst customer service experience I’ve ever had at any hotel ever. And that’s saying a lot as I’ve stayed at easily 150-200 different IHG properties over the last 27yrs. My experience with this hotel was a disaster from start to finish, they cancelled our room without telling us, moved us to three different rooms because they kept putting us in filthy rooms that had not been cleaned for new guests. It was comical because they’d give us keys to the wrong room, then move us to a different room that already had people in it, to moving us to a room that had not been cleaned at all, to finally moving us to an entry level accessibility room because it was the only option they had, then actually refused to refund the difference in price from the premium room we booked to the cheaper smaller accessibility room. The entire check-in process probably took 45min before they got us a room and in the end it was after midnight the kids were tired and we had to just accept they were going to treat us badly and we gave up and accepted the small accessible room. I remember my wife with a look of incredulousness on her face standing in the third room of the night, asking me why I willingly choose to stay at the property for work when they are so incompetent. I did make a point to speak to the desk on multiple occasions during the stay and when I complained they absolutely could not have cared less. I even gave them multiple opportunities to make amends speaking to the front desk twice and emailing the property three times after the stay. I remember they were really focused on guests for a wedding that weekend and seemed to not care at all about anyone who wasn’t a part of the wedding. Every time I spoke to them they’d ask me if I was part of the wedding and I had to always answer no, but if I say yes could it get me a clean room or the room I originally booked? There I was a frequent guest who had done a couple thousand in business with them every year since they opened and they just totally blew me off and showed no concern what so ever. I still travel to that area for work frequently but have never gone back to that hotel. It wouldn’t be an exaggeration to say they’ve missed out on 50-60 stays by me going to other properties because of their embarrassingly bad service. The only positive part of the experience is that I frequently use this story of failed customer service when I hold group trainings with customer facing associates in my company. I’ve turned the experience into an interactive multiple choice training. Where I present each of the failures I experienced then I ask my class what a better trained hotel might do. I’m only leaving this review now because the subject of the training came up today at a work event and one of my coworkers encouraged me to remind them what a horrible experience we had and how useful it’s been for the trainings I do. It’s funny to know this properties utter disregard for service actually helps other customer facing businesses learn from this HiE properties failures. It’s something I’ll never forget and will share as often as possible. This place is truly an embarrassment to the IHG business. UPDATE: I can appreciate that you need to post a reply, however please understand that your reply is hollow and meaningless. I mean let’s be real, I already spoke to the property, already emailed multiple times and obviously I’ve never stayed there again so obviously it was never satisfactorily resolved. I’m literally just here to remind you what an absolute disaster my experience was and how I’ll literally never forget it.
• SB

  Scott Busch

  Dec 21, 2025
  5.0
  Staff was amazing! Facilities were very clean. We'll be back.
• CM

  Chris Miscevic

  Nov 2, 2025
  5.0
  Very friendly and helpful front staff. Clean rooms. Good included breakfast.

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