Holiday Inn Express & Suites Muskegon - Grand Haven by IHG — Hotel in Fruitport Charter Township

I used my points to book a room at this hotel with my wife. HI Express are usually good places. It was a nice clean room. My wife is picky about that and she was satisified, so that part was great. God had plans for this trip because it wasn't until we arrived that I discovered my luggage didn't get in the van. Check-in was fine, but when we got to the room we found that the deadbolt didn't work. Couldn't extend it. I just used the interior lock and left it at that. Not a good start. My wife has good hearing and there was a pump or fan that had a constant whine. It wasn't loud enough to keep us awake, but it was loud enough to be annoying. Another strike against the room and hotel. We both got to sleep and slept well... until my phone went off at 7 a.m. Saturday morning. DHL had the nerve to send me a text about next Wednesday's delivery and encourage me to go to their web site to make it contactless. DHL, for waking me up at 7 a.m. on a Saturday morning when I was going to sleep in I think I'll just ignore your text and get and pass whatever germs might be in the air! Don't programmers (or big corporations) have any common sense these days?? Why would you send someone a text at 7 am on Saturday morning about an event that won't take place for 4 more days? After DHL woke me up there was no going back to sleep. The guy in the next room sounded like he was snoring in our room! I think the contractors who built the hotel used the cheapest bid and built the thinnest and least sound absorbing walls they could. We both took a shower. Once again, nice and clean and it is a nice large shower. But when finished we turned off the bathroom fan and lights. Not sure what happened or why it did it but there was a tick-tick-tick-tick for over a minute after the fan was turned off. I was disappointed at breakfast to find that the milk choices were chocolate or 1%. I'm not a fan of chocolate milk for breakfast, and if I'm going to drink water I prefer that it be clear and not white! Couldn't they get 2% or whole milk? The juice dispenser wasn't working to dispense orange juice, but they had a gallon sitting nearby on ice, and it was good OJ. But my wife picked a cinnamon roll only to find that it was still nearly frozen in the middle. Upon checkout the manager asked how it was and I explained all this to her. She was very apologetic and offered to refund some points to my account, which I accepted. But overall it was a lousy trip and...

Absolutely do not stay here. Unless you want a damaged room and service where no matter what you do you are an inconvenience. Ask for towels. "We're busy." Ask where is maintenance who was supposed to be there half an hour ago to fix the fridge. "We're busy". There was a hole in the bathroom. Writing on the shower. The blinds were stuck. The office chair wheels broken. The fridge didn't work, but come to find out the outlets on the entire side of the room and one side of the bed doesn't work at all. The sink wouldn't drain because the stopper got stuck. Then I was told they were refunding my stay for all the damages to the property. Then they only refunded one night. When I called to speak with manager I was told that she was on a call and would call me after. 2 days later I call back asking why the manager hasn't called, and I get, "We're busy". Like I'm not a paying customer? This is supposed to be a new hotel too, and it had this many issues and problems. The hotel staff refused to give me their name, which was really immature and unprofessional. What's worse is when I wasn't even being rude and was expressing that this is the worst service I have ever received and the staff member hung up on me. When I called back to ask for her name, she said, "My name is my name." I will be reporting this business to BBB and corporate because this is outrageous. No one should receive such horrid terrible service or have to stay in a room where nothing is working and still be charged. And for the manager to go back on their word and not do what they promised. I have absolutely no respect for that. A person is only as good as their word. DO NOT STAY HERE. I have traveled to so many hotels in many different states for long amounts of times and this is by far the worst experience I have ever had.

Update: They responded here, but I have never received a call back or email from the manager after reporting them to corporate. They didn't even refund me when they said they would. Not even one night. I had to follow up again, and I did report them to the BBB. Stay at your own risk. I still have yet to hear anything from...

I arrived at the hotel to check in and there was a lady in line complaining about her room (I wasn't sure of the circumstance at this time). The man at the counter told her sorry for the inconvenience and sent her off to another room. |Then it was my turn. I told him I was there to check in and he proceeded to tell me there were no rooms available. I asked how this was possible since I had already paid for the room through a third-party site (Hotels.com). He kept asking me if my reservation was under a different name as they had another guest staying who had the same last name as me. Mind you that person had not yet checked in and they didn't have a room available for them either!|After going back and forth with the front desk, the manager via phone with the front desk and hotels. com for over an hour the hotel finally admitted that they had given our room to the other person that had the same last name and gave their room to the lady that was in line complaining when we arrived. Come to find out when she went to check into her room someone was already in it!!|So, in other words they are over booking and not keeping track of who is getting what room!|The man at the front desk and hotels.com tried their best to see if there were any other hotels available in the area but everything was booked as it was a holiday day weekend.|Never once did the manger ask to speak to us or offer any kind of compensation just "I apologize for the inconvenience" which doesn't do me any good after driving 4 hours and no place to stay.|We wound up sleeping in our car for the night and driving back home the next morning. Other events I had booked in the area had to be cancelled last minute without a refund. |A lot of time and money wasted for the...