Holiday Inn Express & Suites - Kalamazoo West by IHG

I was blown away by how personable and accommodating the staff at this hotel was. The hotel is in great shape and the breakfast is really good and not your typical breakfast that’s included at most hotels. I am so happy with our experience here especially since the Holiday Inn across the street didn’t have our reservation when we arrived. Holiday Inn express and suites turned out to be way better! Thank you to the staff especially NAENAE, TARA AND MICKEL. 🙏

This is the second time I have visited the hotel for an annual music program at WMU.

The breakfast remains good (Flo wouldn't have it any other way).

On the other hand, the housekeeping and maintenance are subpar. The floor or my bathroom appeared perpetually dirty (leaving aside the corners and crevices, which looked like they haven't had a real cleaning in months). When the housekeepers come (which is not every day), the service in minimal. One day, my bed wasn't even made.

As others have commented, one of the two elevators is out and appears to have been out for weeks.

I wasn't expecting the Ritz, but cleanliness and maintenance are minimum standards. Until management gets serious in these areas, travelers can find better choices.

The room I had was great! I had a problem with my TV and Mickel, the maintenance guy came and fixed it up for me. I appreciated that so much! Also at the front desk Tara and Nayenaye had great customer service I appreciate her for the help!

Hotel was real quiet, clean, and tidy. The staff was quite pleasant. Naenae at the front desk had wonderful customer service skills. As well as Mickel was a quick responder to any maintenance issues or any other concerns that we may have. I rate the hotel at 100%.

The room was great! Front desk NayeNaye and Tara were really helpful and kind also!

Booked a room two weeks in advance for 1 night for 6/13/26 through the rewards program (not using reward points), received confirmation and then received another email dated 6/10/26 looking forward to our stay. Was in town for a college graduation.
Arrived about 7:15 pm and was told there was a large wedding party and graduations , they overbooked and they could put us on a “waiting list” where there were about 30 + people on it ahead of us. We were just stunned. Late at night, the town was booked and no place to stay, panic set in. Never offered to find a room at another hotel for us nor had they contacted us before to say they were overbooked. Actually, they did nothing. People kept coming in for their room with the story changing in what they were told.
We tried for about two hours calling other hotel’s directly as well as searching online. They all said they were booked due to graduations! Finally at 9:00pm we found a dive hotel by the airport, absolutely disgusting. (There were two high end hotels that had availability at about $350 and $600 for the night) When the guy for Holiday Inn Express called me at 10:40 pm to tell me he successfully refunded our money he said they hadn’t gotten anyone a room yet! Were they waiting till after the wedding reception ended to see if some rooms might be available at 1:00 in the morning?? What a horrible experience, ruining the weekend for our granddaughters college graduation. Called the hotel 3 times over the next week, never returned our calls. We notified the reward program about this.

Tara was the most upbeat and helpful employee I have ever encountered at a hotel.

I had thee best time the hotel is amazing! I went with my best friend tara!!! She showed me around. And had a blast

Great customer service and very clean rooms. Tara was very friendly and the hotel was very clean

Alparslan was very kind with me checking in to my room. Love the customer service i recieved.

Excellent bed & pillow comfort

Conveniently located. Housekeeping staff were excellent.

Breakfast was excellent..

Don't use this hotel. One elevator was out of service and appreared to have been that way for quite some time. After check-in, the remaining elevator got 'stuck' near the third floor and the hotel staff couldn't remedy the situation. As a heart patient, I wasn't very eager to hike up two flights of stairs to get to our room. Self-serve coffee offered in lobby was not operational and they were out of beans for decaf. Hotel manager worked on it, but couldn't correct the problem. Morning breakfast didn't happen at all. Hotel staff told us they 'ran out of food'. When asked how that could happen, their response was 'we've been really busy. Completely unacceptable. No compensation for inconvenience was offered.

The young lady at the front desk was very helpful and friendly. I didn't catch her name. Breakfast was very good.

We recommended this hotel to multiple friends, as we were all in town for a funeral. When my wife and I tried to check in, we were informed that our room type was not available, even though we were the first to reserve from our group. Then they sent us to a room with a broken A/C unit. A third try revealed the same. We finally ended up in a double queen accessible room. There was no luggage cart to be found, and the clerk told us the entire hotel only had one. One of the two elevators was also out of order. The next morning at breakfast, there was no regular coffee, no juice and no cinnamon rolls. And to top it off, the shower head in our shower wouldn’t stay up.

We had recently started staying with IHG again after many years with Hilton. This stay will probably send us back to Hilton.

The staff was always smiling. The front desk, kitchen, and housekeeper. The shower is hot, and the air conditioner is just right