I really like Holiday Inn Expresses; I don't know that I've ever been let down by one, and this one…read moredid not disappoint. I stayed for 2 nights with my family. Check-in was immediate, seamless, and friendly. The room was clean and well-stocked. Breakfast was as good as I've come to expect from modern hotels with a breakfast included. The pool was clean, a good temperature, had a functional hot tub, and my family enjoyed it. The workout facility that I was hoping to use was small, but looked clean and reliable. Everything was far better for the price I paid at this hotel than at the Hampton Inn in Ludington that I stayed at the next night for twice the price of this hotel. I will continue to stay at and recommend Holiday Inn Express.

A great night at the Holiday Inn. Check-in was fast and efficient, room was clean and the pool is…read morewell maintained . We also enjoyed the breakfast they provided. The staff is amazing.

Booked a king bed through Expedia, but when I arrived, the hotel said none were available and…read moreoffered two queens instead. I declined and asked for a refund, they told me to contact Expedia. Expedia called them to approve the refund, and the hotel refused. They claimed the listing showing a king bed wasn't their fault. To make matters worse, the front desk staff, especially Laurie, was rude and dismissive, acting like I was the problem. Poor service and zero accountability. Based on the most recent reviews, I've read, this is a continual problem for them On top of other issues you will read about.

Should be much lower price or higher quality and cleanliness…read more Our $200 room is worth $100. Easy to tell its aged a lot. Poor cleanliness makes me think they don't either don't pay well or have high standards of expectations. Also the sink isn't inside the enclosed bathroom area, it's in the entrance of the room. So no privacy from others in the room. Nearly forgot, stains on the wall. If you just need a bed to crash in, that's what they offer at a premium price. Also the breakfast service is a minimal self serve style. Toast, bagels, cereal, oatmeal, (1) waffles maker, hard boiled eggs.

Great stay. Great staff. Good location except for being right next to the freeway. Get a room on a…read morelower floor.

We are loyalty members and we were treated like they didn't need our business. I call the desk to…read morereserve, always. Put on hold forever. Thought I was disconnected. Called back. Was sassed by the front desk person. Maybe she was new but could not get the dates right, spelling of the name, Rewards number...I am from the Midwest and talk for a living! Pretty clear speech. Did not offer lower rate. Said desk could do that on check in. Failed to send email to correct email. Ack. On check in and every time we passes the desk, the women could not look up or say anything in greeting. Housekeeper was friendly. Check out was friendly. No explanation of food and be service, no one around. Room was fine but wrinkled pillowcases that look like they were used! Mold on the shower surround. Do better! You have a lot of competition.

I have mixed feelings. Let's talk about the good- this is a fairly new hotel so things are still…read morenice. The room is spacious, the towels are plush although they're a polyester mix, the bed is comfy, they have various styles of pillows so you can find the one you want, the room has a mini fridge, parking is free and right outside the hotel there are a ton of nearby spots. The lobby has coffee and water at all times. And best of all- breakfast is ready EARLY! They say 6:30, but I've found it pretty much ready to go at 6:10. Other hotels will say 6:30 but they don't even have everything out on time. This place- the best I've ever stayed in regard to breakfast being ready EARLY so I can grab something before I leave. As a Marriott bonvoy member, I was pleased that I was greeted warmly and offered the welcome gift of a chilled bottled water and my choice of sweet or savory, local-made popcorn! Now, the pitfalls. The AC doesn't cool well. I am hot all night and it runs and clicks on and off but is it really 67? I'm hot. Also, the door does not shut behind you when you enter your room. The lock jams up sometimes and anyone can enter! (See pic). I tried to take a shower and wash my hair- well the conditioner was almost completely empty! I got one squirt out of it. Then I disassembled the apparatus to flip it over and get whatever was left out of it. I left it on the counter, see pic, and the cleaning staff didn't even think to refill it or replace it. What?!??!! They made my bed, sort of, see pic, I could do just as good. They took my hung up towel and the shower floor towel and did not replace it. I thought the hanging towels were for environmental respect- to use again? And where is my shower floor towel? Now the floor is soaked and I don't have a towel to throw down there other than my bath towel. So I called to complain. The lady at the desk said the cleaning staff just throws out the trash, changes towels and makes the bed. No vacuuming, no replenishing, NADA. She said i could request a deep clean. No. I don't need a deep clean. I just need the empty conditioner refilled, and if you don't do that on an interim Cleaning service, then it should've been done before I checked in! It should have been refilled when you did the deep cleaning from the prior guest that stayed in this room. This is all very simple stuff. So I would say the lady at the desk does a nice job checking people in and greeting you and wishing you well when you come and go. The hotel itself is fine. The breakfast crew is doing the Lord's work. But the cleaning crew needs to step up their game . There are plenty of hotels in Grand Rapids. If they improve, I would give them five stars. UPDATE. I stopped by the lobby to get conditioner. The desk attendant apologized and gave me four small travel size bottles. We chatted awhile and I found out their management is focused on cleanliness and many team members are high achievers. I stopped by the gym. This gym is better than any gym I've seen at springhill suites and town place suites. It's spacious and has more equipment. The pool is heated! It had some green lighting underwater. Looked very clean. The whole place lit up when I entered. With the overhead lights off, the green pool lights looked like a dance club. Ha. There's a shower off area and a water fountain. Plenty of towels. Lots of chairs. No loungers. But then again, it's indoor. A window faces the back parking lot. Again, I'm pleased with the hotel. I love that third shift gets the breakfast out early, and the staff members have been so kind.

Fast simple check in (even while training a new person). The staff was amazing she even printed out…read morepaperwork from the desk when the office wouldn't work right. Breakfast is hot and always fresh. We feel the beds are too soft but we feel that most of the time.

This hotel is absolutely the worst managed and maintained hotel I have ever stayed in…read more At check in the desk clerk insisted on a credit card for check in. We had booked our reservations through Trivago. He proceeded to charge the credit card $518. Then denied he had done it even though we could see it on our credit card. The next day we left to attend a wedding and reception and returned to find that the room had not been cleaned. The toilet was plugged. Called front desk to get clean towels sent up and to have the toilet plunged. The front desk informed me there was no Maintenance on site but I was welcome to come get the plunger. I am not a Hilton/Hampton Inn Employee. I should not be expected to take responsibility for performing maintenance for the hotel. Nor should they expect me to take that responsibility on.

Very dissappointed, barking dog that the front desk did nothing about. Had to knock on the door and…read moreno one there. Who leaves there dog alone in a hotel room. Bathtub is a slip and fall hazard. Breakfast was unappealing. Who serves mass fried eggs????? Yuck

DO NOT RECOMMEND!!!…read more Our experience here was absolutely horrible! From the customer service to the room accommodations to general privacy/safety - HARD PASS! The horrible experience started from the get-go! We arrived around 3:15 PM (15 minutes after check-in time)! We were told that our room was not ready and that we would have to wait for them to finish our room. However, we had to get to my sister-in-law's surprise 50th birthday party down the road by 5 PM so we told the manager that we were fine with the floors not being mopped - everything else seemed to be done! The manager made some rude comment (while walking away from us) about us not being able to "complain" about anything since they weren't able to finish the inspection. Well...here are some legit complants: - Ceiling had multiple water leaks. - There were no large towels (we ended up calling for those, but this was understandable since the room wasn't ready when we arrived). - We ended up calling for a hair dryer since one was missing. As soon as we turned it on, it started smoking and instantly had the room smelling like smoke. When we asked for a replacement hair dryer, the front desk person seemed extremely irritated. - As we were leaving for the surprise birthday party, we noticed that our door didn't "latch"/lock. Anyone could push the door open without using the room key (we did it multiple times and didn't use the room key for the remainder of our stay). We spoke with the manager and she informed us that she could call maintenance to look into it, but that she wouldn't be able to move our room - we could leave our things at the front desk. We ended up packing up all of our things and moving them back into our car for while we were at away at the surprise party down the road. Maintenance never came out nor was the door fixed - anyone and everyone had easy access to our room while we were both away and during our stay (while sleeping). This was super concerning to me as we had our 11-year old daughter with us. Again - DO NOT RECOMMEND STAYING HERE, EVER!

I arrived at the hotel in a condition where continuing to drive was genuinely unsafe due to extreme…read morefatigue. I stopped specifically to avoid putting myself and others at risk. What should have been a routine, competent check-in instead turned into an unacceptable and dangerous ordeal caused entirely by the front-desk employee on duty. For nearly 20 minutes, I stood at the desk while he fumbled through tasks that should be automatic for anyone trusted to work a hotel front desk. He repeatedly failed to listen, failed to comprehend clear explanations, and demonstrated a total lack of understanding of how to locate or apply a Platinum/Ambassador profile. This was not a system issue -- it was an operator issue. Because of his inability to perform even the most basic functions, I was forced to create a reservation myself, after which he still struggled to complete the process. He appeared confused by how to issue a room key -- a task so elementary that his failure raises serious questions about whether he is qualified to be in that role at all. After wasting an unreasonable amount of time, he then assigned me to the loudest possible side of the hotel, completely ignoring the fact that I had explicitly stopped because I could barely stay awake. That decision alone shows either complete indifference or outright incompetence. Having someone this disengaged, inattentive, and functionally incapable manning the front desk is a safety liability. Guests arrive late at night exhausted, disoriented, sometimes ill, sometimes coming off long drives. The front desk is the first and last line of stability. This individual provided none. His behavior suggested distraction, lack of urgency, and a total absence of accountability -- as if his focus was anywhere but his job. Whether that is due to poor training, poor hiring, or poor supervision is irrelevant. The outcome is the same: a complete operational failure at a critical guest-facing position. This was not an inconvenience. It was not a misunderstanding. It was a breakdown serious enough to endanger guests and damage trust in the brand. Someone this unprepared should not be placed in a role where guest safety, efficiency, and judgment matter -- because in this case, all three were missing.

Sausage and egg muffin for breakfast is my favorite! Nice quiet hotel, friendly staff, rooms are…read moremodern and clean.

I won't split hairs: this hotel is woefully below the standards I've come to expect in a SpringHill…read moreSuites. Respectfully, if the hotel industry weren't as challenged as it is right now due to COVID, I'd have requested my reservation be cancelled due to how wildly deceptive the modern-looking photos on their website depict this hotel and how drastically tired it is in person, despite an apparent renovation to [just barely] bring it up to the newer SpringHill brand language. The front desk agent was friendly enough and I appreciated the mobile check-in ability, but that's about where modernity ends here: the popcorn ceiling and textured walls harken to an airport Ramada of day's gone by, the single elevator was so slow it was just easier to take the stairs, and the breakfast area is far too small to support the size of the hotel, which at present, doesn't matter- they're still not offering breakfast (just grab and go). The pool and fitness center must be reserved in 45 minute increments, as well. While I appreciate the abundance of caution, it is frustrating that these limitations (which are quite inconsistent from hotel-to-hotel) were not called out on their website almost a year into the pandemic. The two double bed suite was an awkward layout. More than two people would be very uncomfortable in here for a stay more than one night (there's also basically no storage). While the living room is large with a nice wet bar and mini kitchen, the one TV straddling the two rooms was a shoddy choice when most SpringHill have one in each room. There are also exactly zero outlets available on or behind the nightstand. Pullout sofabed (trundle style) was also something I've not seen before. Props for the uniqueness (and it was West Elm!) The bathroom fan was louder than an airplane taking off (and was caked in dust), there were odd stains behind the toilet, and the ceiling tile in the hallway is a clear indicator that this hotel was flipped on the cheap. While I have no doubt the staff makes the most of the property and I had a pleasant experience with everyone, the actual reality of this hotel relative to photos online feels very much like a bait and switch. I realize this might be overly harsh: the beds were comfortable, the hotel was clean, and it's not a "bad" hotel, but it's also not structurally where it needs to be for this brand. Spend a little more money and stay somewhere else.

Excellent service, beautiful pool area. Especially like the area next to indoor pool to relax and…read moresit in the sun.

The absolute worst customer service I have ever encountered in 30+ years of hotel stays. Rude,…read moreunaccommodating, arrogant, and ignorant.

A perfect stay at an excellent hotel. Staff were very friendly and helpful. Everything was…read morespotlessly clean: the lobby, breakfast area, elevator, hallways, and room. Breakfast was very nice, nice hot and cold choices. Breakfast sandwiches and omelettes were hot and fresh. The conveyor toaster was fast and my toast was perfect. My king room was huge! There was a curtain between the bed and sofa bed for additional privacy. The shower was wonderful and bathroom was large. Nice amenities too.

I literally booked this hotel as I was driving into grand rapids. Home 2 suites are meant more for…read morefamilies or extended stays, but they had an excellent one night right compared to other Hilton properties. Only 4 miles from downtown, so it is very convenient location. Why pay downtown prices and parking fees? Room was spacious. Pillows were super soft. (I personally am not a fan of the lumpy pillow, but my husband loved them!) Breakfast area was a little congested. They cram everything into one are making it difficult to navigate around other guests. Fitness room is spacious. They also have laundry right in the fitness area. Great experience.