Holiday Inn Express & Suites - Gaylord by IHG

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To begin, the staff is very nice and helpful. The issues are management and corporate. The elevator has been broken since November...it is now April with no resolution in sight. Walking to the third floor with baggage is not good. There also seems to be an issue with the hot plates in the breakfast area as they keep going out. So half of the breakfast was cold. Finally, the huge corporate issue is the removal of the coffee makers from the room. It is ridiculous to have to get dressed to walk down 3 floors to get a cup of coffee in the morning. With a coffee maker in the room, I would have my coffee while preparing for the day and go down when I was ready. Also, the coffee is not nearly as good in the new machines. This corporate change will stop me from staying at IHG hotels even though I am a Diamond Elite Member.

Nothing

The cleanest hotel ive ever stayed at.

I don’t normally take the time to write reviews — especially not after spending 100+ nights a year on the road for business. Of those nights, 70+ are typically with IHG properties, and Holiday Inn Express is usually my go-to for cleanliness, value, and that reliably great breakfast (yes, including the cinnamon rolls).

Which is why I feel compelled to write this one.

I’ve been at this property for a week now and have watched what feels like a steady unraveling of the HIE experience:

1) Elevators:
They haven’t worked since I arrived. At this point, I’m considering listing “stair climbing” as a new fitness option for the property! Actually not a bad idea.

2) Breakfast:
The pancake machine is out of order (a small tragedy in itself). The cinnamon rolls? Conspicuously absent now for the past two days. I overheard several guests commenting this morning on how bleak the breakfast presentation felt compared to other HIE locations. When your brand is known for breakfast, that’s not a small miss.

3) Fitness Room:
Sanitary wipes container — empty. Both treadmills — not working. But...the stair climbing is till an option (see Item #1).

4) The Room:
The electrical outlets are so loose that chargers fall out under their own weight — apparently gravity is undefeated here.
The shower had heavy mold around the edges, and the drain was nearly fully clogged upon arrival. I had to shut the water off mid-shower to prevent a small indoor swimming pool from forming. After removing the metal grate, I discovered a rather impressive mass of sludgy hair. I won’t elaborate further — you’re welcome.

It’s difficult to imagine this would have gone unnoticed had the shower been properly cleaned.

All in all, after staying at Holiday Inn Express properties across more than 10 states, this is unfortunately the lowest performer I’ve encountered to date.

Living on the road is challenging enough. I normally look forward to my stays at Holiday Inn Express — that consistency is why I stay loyal to the brand. But this time? I’m genuinely considering relocating down the street to the Hampton Inn if my work assignment extends.

I share this not to be dramatic, but because I genuinely value the IHG brand — and this property is not reflecting the standard I’ve come to expect.

I sincerely hope this feedback helps restore it to the level guests rely on.

Great staff. Really comfortable beds and pillows.

The breakfast was excellent.

I could not use the bed as it was so high I couldn’t get up on it. So I had to sleep on the sofa bed. It was very uncomfortable. I also had to make it up. They just brought me the sheets and blankets.

Clean, comfortable bed and pillows. Great breakfast. Warm cinnamon rolls topped it off!

Wow—what an experience! My husband and I travel a lot, and I can honestly say we have never encountered a hotel staff like the one here. Who knew Gaylord, MI would end up being such a standout for us? Crystal at the front desk was an absolute star! Even when we had a couple of minor issues, she fixed everything instantly, with zero hassle and a smile that never faded. Housekeeping was fantastic, I'm pretty sure her name was Malisha and she went above and beyond to make our stay comfortable. Breakfast was delicious, and even though Shay was new, you would never know it. She was attentive, upbeat, and made every single guest feel welcome.
We’ve officially found our new go-to spot whenever we’re in this area. Yes, the hotel is beautiful but these incredible women are what truly made the stay unforgettable. I even had the pleasure of sharing with the manager, Tricia, just how phenomenal her team is.
These women definitely showed us that there is still humanity and kindness in this world!!