Holiday Inn Express & Suites Ann Arbor - University South

I’m extremely unhappy that even though I had a confirmed reservation at this hotel (held on my credit card) when I arrived to check in at 10:15pm, I was told they didn’t have any clean rooms available. The front clerk said that housekeeping didn’t clean the entire 4th floor. This was even after the hotel called me earlier in the day at 3:45pm to confirm my reservation. On the call Marcus (I believe that is his name) said that the hotel was overbooked for the night and they needed to cancel rooms for people who had just booked that day, but confirmed that our room confirmation was secure and there wouldn’t be any issues when we arrived. Upon arrival, the front desk clerk, Mitra, was kind but obviously frazzled as she was the only one there and had to tell many customers that they had no rooms available. She couldn’t offer me any options other than to accept a room that she said she “thought looked clean, but could give me a fresh set of sheets if I wanted”, but noted that the computer had the room listed as “OUT OF ORDER”. My only other option was to cancel the reservation and go on the search for a new hotel at 10:45pm, which thankfully we found. At this point, I’m still seeing a pending charge for this room and even though Mitra said it was canceled, she couldn’t provide me with a written copy of the cancelation and the email that she said was sent was never received. I wish I could have had the opportunity to stay here as the hotel looked nice on the outside and the lobby area looked clean, but that is as far as I got. After calling IHG, the only compensation they could offer was a mere 10,000 point credit on my rewards account. Sadly, these points won’t even cover 1/2 of cost of one of the lowest price rooms offered through IHG.

Great stay in a clean hotel. We checked in early and they were very accommodating. The area is safe and close to shopping and restaurants. The staff are very friendly. Very refreshing to stay in a hotel that makes you feel welcome. The breakfast was top notch. Look forward to visiting again.

All around A+ experience. The hotel was impressively clean and had a wonderful, comfy vibe. Our king room with den was huge, including the bathroom. The breakfast staff on 10/21/23 added so much to our hotel stay. They were the definition of positive, above-and-beyond service. Not only was the breakfast bigger than most and wonderful tasting, but the very welcoming, friendly, warm presence of the breakfast staff truly gave us a great start to our day. The little things - like the baggies of cut up fresh strawberries and grapes - left us thinking “We will definitely return here…” Thanks for a memorable hotel stay!

Very friendly, corteous and efficient check-in. Nice lobby (no bar) with tables and space for above average breakfast offerings (included). Sparking clean new room with excellent space distribution. It is some 8-10 minutes car drive from the hotel to central campus (take into account that a segment of State Street is presently under construction-- check for updates). The distance was welcomed by this couple who lived in U of M's Northwood Family Housing some 40 years ago. What a difference 40 years make! Billions of dollars invested both by the U and by the City of Ann Arbor have impacted this college town immensely. It was harder to look for but we found our memories all over!

We had a wonderful stay and wanted to give a special shout-out to the manager, Laura, and to Nicole and Karlos at the front desk. They truly went out of their way to accommodate our early morning arrival time and to make us feel welcome and cared for. Their kindness won't be forgotten! We enjoyed the very convenient complimentary breakfast, the nice outdoor patio for dining (great during Covid times), the blackout shades (so helpful when trying to catch a quick morning nap after a red-eye flight), the convenient, quiet location, ample free parking, the eco-friendly shampoo and conditioner dispensers, the comfortable beds, and the spacious, clean, air-conditioned room. We look forward to staying here again the next time we're in town!

An overall disappointment. Uncleared hallways and sloppy painting. Breakfast was late every day. Generally friendly staff. As a loyal IHG member, I would try them again to see if they have gotten better. Convenient location to where I was going every day.

Everyone was so nice and helpful, all the people I talked to were helpful. The property was very clean and the room was very comfortable. I will definitely stay here again if I am in the area. We had no problems at all

We had a confirmed reservation for this hotel and when we arrived at 9:00 PM the person at the front desk told us they were overbooked and they didn't have a room for us. The first person didn't make any attempt to point us to another hotel in the area let alone contact the hotels. The manager had left and was not able to be contacted. The third person who showed up at least gave us the number of a nearby IHG hotel, which I called and got a room. There were several comments from the staff about there being 20 overbooked reservations that night and that this was happening regularly. One person said had we called the hotel to make a reservation rather than book online this wouldn't have happened. It's 2022, It's probably been 20 years since I called a hotel to book a room. Problems happen, but how the organization handles problems is what matters, this was simply appalling customer service.

Great Hotel, This hotel was newer, clean and well run. The rooms were clean and spacious. Hotel free breakfast was one of the best I have ever had with great selection and seating area. Stayed for Michigan game and loved how close it was to highway, game and restaurant right across the street BlackRock