Holiday Inn Express & Suites - Kalamazoo West by IHG

Si

Close to stores

The location is far enough off the highway that you don't hear it, but convenient both to that north-south road and to downtown Kalamazoo. The breakfast included several healthy options, although I would have liked more fruit and some yogurt. Our room was comfortable, and I especially liked the chaise longue for relaxing and reading.

I'm an IHG member and have stayed at this property in the past with no issues. Returned for a one night stay and was very disappointed. Checked in, left right away for dinner and it was dark when we returned. Came into the room and realized the light in the entry way did not work so entered a dark room fumbling for lights. Then the towel bar came crashing down the second I tried to dry my hands on a towel. You can see where the bracket had been remounted but they did not screw the rod into the bracket. Joke is that there's no way housekeeping didn't know this. If you hang towel on it you have to do it carefully or it will come crashing down again. Wall mount with the hand soap was broken and you could just take the soap out. Pump was broken so had to unscrew to wash hands. Gross to think someone had access to the soap as it was not locked in the wall mount. Got in the shower and went to use the shower gel. Empty. Totally grossed out by the brown scum build up behind the wall mount. Went to use the shampoo as shower gel. Empty. Got out of the shower soaking wet and grabbed the hand soap. Gee so happy the hand soap bracket was broken and I could take it in the shower. Went to bed and woke up early because there are no curtains, just a rolling shade for privacy but does not block light. Fell back asleep then woke to housekeeping pounding on doors up and down the hallway at 9am. At first I thought they were evacuating people it was so loud then realized they must be entering rooms of people who have checked out already. Check out is at 11am so I let my daughter continue sleeping because she was sick. Nope, we were part of the chaos. At 10am a housekeeper banged on my door like there was a fire and screamed "HOUSEKEEPING! HOUSEKEEPING!". I answered and said we had until 11 to check out. She had a big smile and said ok thank you, and asked if we had late checkout. Wouldn't she have a list of people who had already checked out or were staying late? It was an obvious effort by housekeeping to get everyone the hell out of there so they could get their work done. Also, hotel was oversold and we saw people with reservations turned away at 9pm. Very disappointed as the Holiday Inn properties had been my go to for clean, comfortable stays in Kalamazoo.

Emplacement

comfy beds

Location

The fellow at the reception desk was excellent. He handled complaints by a couple of guests with aplomb. He is very good at his job. Give him a raise.

Location

We booked a room for three people through booking.com. After a five hour car ride, arrived around 11 PM to find out that they would not honor the reservation because the hotel was now sold out and it was booked through a third-party. This despite the fact that the hotel actually called us the night before to confirm the reservation. To repeat, they called us to confirm the reservation. The front desk was clueless only uttering we can’t guarantee a third-party reservation. No rebooking for our party, no accountability. My wife asked to speak to the manager, Julie, who showed zero compassion or concern. At some point, Julie said she would call the police if we did not leave the hotel. So much for the IGH hospitality promise. We eventually got a room at another hotel and got settled at 2:30 AM. Just a miserable experience. FYI, we reached out to IGH who are escalating the complaint.

They didn’t honor my booking.
They told me they don’t honor third party reservations. I should have booked through them.
I arrived at 11:15 at night after they had called and confirmed my reservations the night before.
The manager. Was not helpful did not offer to find alternative accommodations.
They told me if I didn’t leave they would call the police.

Great breakfast comfortable beds