Rated 3.9 out of 5 by 59
Rated 2.0 out of 5.0 by Constant Traveler Shuttle System Reform Desperately Needed!! Otherwise, Quite Nice
Please note, "staff" and "service" shouldn't be lumped together in this survey. because in this case, presumably, it's not all the staff's fault but the shuttle "service" is grossly inadequate.. Having a shuttle bus with just 4 seats combined with a hotel that is probably one of the most distant, "airport hotels' is definitely a losing combination.
First off, my caveat is, if it hadn't been for the shuttle situation, I would have given this hotel a 3 or 4 rating. But the shuttle situation marred the entire experience in the worst way. So if you are thinking of staying here, if you don't have to take the shuttle, I actually recommend it! If you do need to rely on the abhorrent shuttle situation, STAY FAR AWAY.
Therefore, I have very mixed feelings about sharing this review. The front desk staff at check-in was great. Being a Platinum member of the Priority Club program, I was given a fantastic suite. The hotel clearly has been around for a while and it shows. But it also has a bit of old school charm. There's an odd assortment of old, unused appliances of some sort in a stairwell, which is strange. But overall, the property seemed quite well-maintained for its age.
So, as I checked in, I asked about the shuttle schedule. The person at the front desk said the shuttle runs every hour on the hour. I asked if it's the same when you are at the airport, explaining that I needed to go to return my rental car and wanted to take the shuttle back. She said, in that case it's on demand. So call when I'm there and she'll send the shuttle "right out" to pick me up. "Great,” I said! Famous last words!
I returned the car and got dropped off at the North Terminal at DTW. I immediately called. The person asked me what terminal I was in and then said that the driver had was just returning to the hotel with a load but he should be back out in 25-30 minutes. I said that since it's so cold outside, I would go upstairs where it's warm and come down in 20 minutes in plenty of time for his return. She, in turn, very nicely promised to call me back if he returned early. Excellent plan!
Exactly 20 minutes later I was back downstairs shivering outside at the bus stand waiting....and waiting, and waiting. A half hour later I called back. It was a different person (shift change at 11pm presumably) who seemed to know nothing about the original plan but said that the driver had been to the airport and returned, and talked about how when the 4 seats fill up he goes. I explained that I never even saw him and she kept referring to Delta and I kept saying I'm not at the Delta terminal. I'm at the Northern Terminal.
I explained that it was extremely cold and rainy. And, even if I waited inside the door, not only is it still very cold (because there wasn't any heat inside the door and the doors were constantly open with a steady stream of folks going in and out), plus the windows were frosted and I couldn't see the buses properly when standing inside. So I asked if she could let me know when the driver will be back approximately, so I could come down and be outside waiting. She said 15 minutes and she would call me back if that changes. Well, a half hour later, still no shuttle and no call.
Then, when i called back again she said she was having a hard time reaching the driver and asked if I had a cab voucher from Delta. I said, "I know you all have a lot going on, but again, for what must be the 7th time, I'm not flying with Delta. I'm not flying at all. I went to return a rental car. I'm not at the Delta Terminal. I'm at the North Terminal in the hotel shuttle waiting area." While i waited she was finally able to reach him and she said he would be there in 10 minutes maximum because he was close. Twenty-five minutes later I called back. She got him on the phone while was holding said he was waiting in the pick-up area and I wasn't there. I said that I was standing with all of the other hotel shuttles are. Then there was an exchange and she came back and said he was at "The South Terminal" and he would be right over. Maurice finally came (He was VERY nice and professional).
However, all of this made me wonder if the shuttle had ever come to the North Terminal at all, or if it was just going back and forth to the McNamara Terminal while I froze and struggled to stay awake WAITING FOR TWO HOURS AND FIFTEEN MINUTES after a long day in Lansing and a white-knuckled drive in the snow and freezing rain to get back to Detroit.
To bring this long story to an end, the folks on the van also had their own stories of woe re trying to contact the hotel and get the shuttle. After this ordeal, we got to the hotel at 1:20am!!
If all of this wasn't horrific enough, to add insult to absolutely egregious injury, I called down to the front desk to sign up for the 6am shuttle in the morning. I was informed that every shuttle from 5am to 8am was fully booked. She asked (same person I had been speaking to all night) if I had been given a cab voucher from Delta. (grrrrrrr) When I explained, yet again, that I wasn’t with Delta she was apologetic saying that almost everyone in the hotel was a distressed traveler stranded with Delta. She then informed me that the only thing I could do is book a cab and pay for it.
I had 3.5 hours of sleep! When I got to the airport I paid a whopping $36 DOLLARS for the cab ride ($30 flat fee plus tip). I spent the day on three flights to Los Angeles staggering around airports and nodding off on planes all day, thanks to the situation and the resulting extreme sleep deprivation. PLUS, I was $36 poorer for the experience. (hence the poor "sleep quality" rating above.....)
Holiday Inn Southgate has the distinction of providing one of the most horrible hotel experiences in my lengthy and extensive history of travel. Extremely disappointing.
February 23, 2014
Rated 5.0 out of 5.0 by Fred13 Business trip in Detroit
Service was Outstanding Here! Excellent Staff, they make you feel as if your are family. Food was extremely good both a breakfast and dinner. Great location for easy access to the freeway and most locations. Very Clean and Safe Location.
February 23, 2014
Rated 5.0 out of 5.0 by barbara ann to room very clean
The buffet was good but not real warm. I do realize that it is difficult to keep buffet food warm because no matter where you go it is never hot
February 13, 2014