Kalamazoo Hotel & Suites — Hotel in Kalamazoo

I don't write bad reviews unless a business is exceptionally terrible but after staying at Holiday Inn Express Kalamazoo East, I would be doing my fellow travelers a disservice if I didn't warn them. On June 5, 2021, I checked in for two nights. Check-in was simple. Morgan, the front clerk was very pleasant and remained professional during all interactions. Unfortunately, it all went downhill after check in. I changed rooms four times - YES, FOUR TIMES! And for very legitimate reasons.

Room #1 was not the type of room I reserved. I booked a king but when I opened the room door, I was greeted with two double beds.

I went back to the first desk with my luggage to get the room key for the King I booked.

Room#2 - Upon walking into the second room, I noticed a large stain in the middle of the king bed, and someone had thrown a plastic shopping bag full of garbage outside the window. The room was on the second floor but there is a landing type structure outside the window, so the view is of the landing not the ground.

I went back down to the front desk a second time with my luggage because the idea of sleeping in a stained bed in a room with a view of garbage is disgusting.

Room#3 - I had high hopes for this room. It was clean but.... the sink was nearly clogged and draining very slowly. The toilet was constantly running and loud - by morning, the toilet stopped flushing. The tv remote wasn't working and the room telephone had a recording that said to check the internet connection.

The next morning, I called the front desk to notify staff of the problems with good ole room #3. The manager, Jan, was working the front desk. She apologized and delivered the key to a new room.

Room #4 - Now I have a fully functional hotel room. The bed is beautifully made with clean white linen but that’s the only thing clean! Toilet bowl is stained - not stained as if the toilet is old but feces stained! The bath tub was dirty, there was a sticky substance on one of the tables, and the refrigerator had trash left by a previous traveler.

I went to the front desk and reported the dirty room to the manager Jan. She assured me that housekeeping would clean the room. I had high hopes that this would be handled because it was still morning. Yeah right! I left the hotel and was gone all day. I returned about 9:00 or 10:00p.m. and guess what? The room wasn't clean! Toilet was still nasty, bath tub was gross, and trash was still in the refrigerator! I had been bamboozled and hoodwinked! I also felt stupid because I could have gone to another hotel

I complained to the front desk clerk, Jill, who was apologetic and professional. She offered to adjust my bill for each day of my stay. She adjusted that first night and said she would leave a note for the staff to adjust the second day when I check out (the next day). Well, this had to be too easy because the next morning, there was no such note. The front desk person (Morgan again) could not find it. She contacted her manager, Jan (the manager who promised to have the room cleaned) and rather than giving Morgan permission to adjust the room rate, Judy tells her that she will call me the next day - What the hell!

Now you know the adventure doesn't stop here. I never received that phone call from Jan to adjust the room. When I called, Jill answered the phone and claimed that she was adjusting the bill as she spoke with me. Guess what? It's been a week and that credit never appeared on my statement unless Fifth Third received and spent it.

I made one last attempt to correct this problem. Today is June 14th and this morning I called to speak with Jan or Jill. Guess what? Neither person was there. Sharon, a new employee, answered the phone. She was very understanding and asked if I wanted to leave a message. I thanked her but said no thanks. I'm cutting my losses with this company. They lack integrity and I'm too old to waste time on these...

I left a post before so I’m adding to the prior post. The room was nice and clean. However, the worst part of our stay was we asked for blankets since the fold out couch had no sheets or blankets. We were told they had no extra blankets. The second time at the desk, we were told the blankets were in the washer. The third time we asked, we were told the blankets were in the dryer. Fourth time, yes, forth time, we were told they do not have any but could give us 3 sheets and a duvet cover. WHAT kind of hotel has no blankets? I can’t believe it!! The desk staff at that time were obviously sick of me asking. I could tell in their responses.

The next day, the weekend cook was very nice. The housekeepers in the hall were very nice. My kids love Holiday Inn Express for their breakfast. They are in heaven. My dad worked for Holiday Inn Corporation for years and years. My dad was HVAC and actually travelled to Holiday Inn’s to fix Problems. We would go with him to Niagara Falls and spend the time with him. Please get more blankets. Thank you for reversing the extra 240.00 I was charged twice. A 40.00 was charged when we checked in then the extra $240.00 was charged. The next day, both charges were changed.

Bottom line, what started this entire thing was apparently there is is a “Advanced” rate and a “Flexible” rate. I didn’t see anything like that when I CLICKED ON THE TWO QUEEN SUITE we wanted for the night. I was charged 5 days before(hotels never do that until you check out). Then my youngest came down with Covid for the third time. I only knew because I tested him. I called on Thursday(stay was on Saturday). Plenty enough time to cancel the room. I was told because I selected the “advance” rate. I have never heard of this before nor has his ever happened to me. We have stayed at many many Holiday Inn Express hotels. This was an awful experience but we will confine to stay at these hotels in other cities.

Please do better Kalamazoo. Stock up on towels. Get rid of this advance rate and flexible rate or at least send out notices that this is what it...

I made a reservation a couple days in advance, gave them all my information. Upon arrival, my reservation is non-existent. The desk agent tries to call the other Holiday Inn Expresses in the area to make sure I didn’t call the wrong place, but I show her my phone and she confirms that I called this location. I then wait 15 minutes for her to figure out how to make another reservation for me, since the computer keeps erasing all my information. Looking back, I wish I would have walked out at this point. I ask for a quiet room since I’m here on business and need undisturbed sleep. When I get to my room I can hear loud video games and voices coming through the adjoining door, so I ask to change rooms. The desk agent politely changes my room, but then addresses me by a nickname that I do not use in a way too casual conversation; just use sir or ma'am and be professional. Your customers are probably upset when you screw up their reservation twice and may be tired and just want to rest. The roomI was moved to was fairly quiet, but I could hear highway traffic and the floor creaking above me when people were walking. This place shows its age A LOT. The carpet is worn and the paint is chipping off metal fixtures. Plus there’s heavy wear on the sink, which is rusting along with other bathroom fixtures. Definitely not worth the price point at which they’re selling it. The air must have been incredibly dry because I kept getting shocked by everything and felt itchy all the time. I could go on, but I think I've proven my point. Overall, not a pleasant experience. I would definitely...