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Reviewed 5 September 2017 via mobile

We have stayed at this HIE many times over the years but never again. The hotel is under a complete renovation but no discount for putting up with the mess of a construction site. The newly decorated room we stayed in for 3 nights was poorly painted & the toilets were child height (not meeting the requirements of the Americans with Disabilities Act) of 17 to 19". The new beds although comfortable were very high making them an uncomfortable height off the floor. The breakfasts contained cold rubbery eggs, omelettes, turkey sausages or bacon the days we stayed. The juice machine dispensed water down Apple juice but if you were there early enough there was OJ in the yogurt fridge. Coffee quality was hit & miss as was the lack of some items in short supply. Addressing these issues with staff made no improvements.
On our last day we had almost $100 of newly purchased teenage girls clothes taken from my wife's closed suitcase. Our room had not been made up even though the tip we left was removed. We found out later that at least 5 rooms were left unmade that day. After a considerable conversation with the General Manager Kurtis Kendziorski & Executive Housekeeper Tetyana Weir an initial offer of $50 compensation was upped to $100.01 as a consolation. Compensation was refused for the invasion of our privacy or security (no hallway cameras ) or the time to drive back to Saginaw to repurchase our granddaughters newly purchased clothes from Aeropostale. Contacting IHG Customer Relations did nothing to resolve our issues as all they can do is refer it back to the hotel. A & M Hospitality (Owners along with other properties) didn't respond to an online complaint form either. It is fortunate we marked down our daily purchases & remove all other valuables whenever we leave the room. I guess we will now take pictures for future references. Regretfully thinking of the hotel's reputation we didn't contact the local police department for an incident report to backup our honesty.
Kurtis offered us a 20% future stay discount which I'm sure we will not be staying here again with so many other reputable hotels in the area including HIE in Frankenmuth that offer equally good discounts with AAA or AARP Memberships.

Lastly Kurtis will consider this posting as a threat on Social Media & will respond with violating our personal privacy once again by posting contents of my email to him.

Date of stay: August 2017
Trip type: Travelled with family
Thank Cougar152
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
ExpressBirchRun, General Manager at Holiday Inn Express Birch Run (Frankenmuth Area), an IHG Hotel, responded to this reviewResponded 7 September 2017

Dear Cougar152,

Thank you for your candor regarding your recent stay with us. I appreciate when our guests take the time to let us and others know how we are doing. I again apologize for the unfortunate series of events which led to this review. We are in the final stages of visible renovations, as our guests and readers may see with the recently uploaded pictures for this site. We are now focusing on the details and touch ups to complete the renovation process. All areas of the hotel were available at the time of your stay and no obstacles were experienced. We are reviewing the need to replace toilets in the standard guestrooms. Our Handicap Accessible rooms and Public Restrooms are ADA Standard. Crystal, our Breakfast Attendant, wishes to extend her apology for not meeting you expectations regarding breakfast. Please be sure to bring your concerns to the attention of staff at any hotel you may be staying with, they are here to ensure an enjoyable experience during your stay. Crystal would have been pleased to address your concerns. Our record show that two rooms were not cleaned to our stayover guest expectations. Once staff were notified of this, the rooms were cleaned and fully restocked. Your further concerns have been addressed and fair compensation in good faith has been made. It is unfortunate for the apology and compensation not being to your expectations. Thank you for the opportunity to further discuss your concerns.

Warm Regards,

Kurt Kendziorski
General Manager

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Reviewed 28 August 2017 via mobile

As past posters said was under construction and when we checked in they must have forgotten to tell us ,that being said it was a Saturday so no work going on so was quiet in that regards ,but we ended getting one of the last rooms they had next to the elevator very noisy all night will never let that happen again ,then at 2am the two ladies in front of are door was the topper . The Employees made up for the downside of of are stay they were very polite all the time and made us feel welcome. Don't think we will stay there again

Date of stay: August 2017
Trip type: Travelled as a couple
Thank tonysX9555XN
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
ExpressBirchRun, General Manager at Holiday Inn Express Birch Run (Frankenmuth Area), an IHG Hotel, responded to this reviewResponded 28 August 2017

Hello Tony S,

Thank you for choosing the Holiday Inn Express Birch Run for your recent visit to the Birch Run area. Thank you for your Level 4 Contributor status and experienced review. I appreciate when our guests take the time to let us know how we are doing. I am pleased to see you found our staff polite and welcoming. I apologize for the inconvenience you experienced with the last minute booking and room location. I will share your comments with the appropriate staff. We look forward to accommodating your future travel needs.

Sincerely,

Kurt Kendziorski
General Manager

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Reviewed 15 August 2017

Don't stay here unless you have no other options. Renovations aside, which were a surprise to us, the "free breakfast" is worthless. Watered down juices and coffee are not the way to start the day. The indoor pool, on the other hand, is pretty nice and well-maintained.

Date of stay: August 2017
Thank ElaineAus2013
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
ExpressBirchRun, General Manager at Holiday Inn Express Birch Run (Frankenmuth Area), an IHG Hotel, responded to this reviewResponded 16 August 2017

Hello ElaineAus2013,

Thank you for choosing the Holiday Inn Express Birch Run for your recent visit to the Birch Run area. Thank you for your Level 4 Contributor status and experienced review. I appreciate when our guests take the time to let us know how we are doing. I am pleased to see you found our pool nice and well maintained. I apologize for our breakfast beverages not being to your standard liking. Please be sure to bring any concerns to the attention of Front Desk or Management at any hotel you may be staying with, we are here to ensure an enjoyable experience during your stay. We have calibrated our Juice Machine that may have lost balance, due to moving it around during renovation of our lobby and breakfast area. Thank you for your understanding as we work to enhance the guest experience at our hotel. Please be sure to check with us on your next visit to the Birch Run area to see the completed renovation and results of our efforts. We look forward to accommodating your future travel needs. Sincerely, Kurt Kendziorski General Manager

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Reviewed 27 July 2017

we found room at the Inn ! Frankenmuth was full, and we found a this hotel had a few rooms. It would not have been my first choice as it was still under renovation. but they did there best and the room was clean & quite & comfy. I give the manager credit for carrying it off as well as he does considering it is only half finished...breakfast was great. the room was clean and well stocked, there was no highway noise.
the manager recommended the restaurant right across the street Oscar & Joey's and it was so good...be sure to check it out if you are in the area. I give this hotel a thumbs up!

Room tip: restaurant across the street Oscar & Joey's Roadhouse is terrific ! and our room was quite and clean we had no complaints at all.
Date of stay: July 2017
  • Trip type: Travelled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
Thank terrilarry
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
ExpressBirchRun, General Manager at Holiday Inn Express Birch Run (Frankenmuth Area), an IHG Hotel, responded to this reviewResponded 29 July 2017

Hello Terrilarry,

Thank you for choosing the Holiday Inn Express Birch Run for your recent visit to the Birch Run area. Thank you for your Level 5 Contributor status and experienced review. I appreciate when our guests take the time to let us know how we are doing. I am pleased to see your understanding and compassion as we work to enhance the guest experience at our hotel. I will share your comments with my staff and commend them on a job well done. We look forward to accommodating your future travel needs. Sincerely, Kurt Kendziorski General Manager

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Reviewed 24 July 2017

We stay at his hotel twice a year for many years when we visit from Kentucky. Despite the renovations - it was a wonderful stay! The staff are always friendly and helpful. I love the new rooms and especially those "dark room" shades in the room! It's a great place to stay. My group that stayed included a dad in his 70s with physical challenges and a 5 yr old son with autism. Highly recommend

Date of stay: July 2017
  • Trip type: Travelled with family
    • Value
    • Rooms
    • Service
Thank brookewhitis
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
ExpressBirchRun, General Manager at Holiday Inn Express Birch Run (Frankenmuth Area), an IHG Hotel, responded to this reviewResponded 24 July 2017

Hello brookewhitis,

Thank you for choosing the Holiday Inn Express Birch Run for your recent visit to the Birch Run area. Thank you for your comments and review. I appreciate when our guests take the time to let us know how we are doing. I am pleased to see you and your family had a wonderful stay with us, even with our efforts to enhance the guest experience at our hotel. Thank you for your understanding during our time of transition. We look forward to accommodating your future travel needs.

Sincerely,

Kurt Kendziorski
General Manager

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