Holiday Inn & Suites Kalamazoo West by IHG — Hotel in Oshtemo Charter Township

My stay at this location has been the worst night I have ever spent at a hotel room and the follow through from IHG and staff has given me enough reason to never book with them again.

I had to get up around 4 am next morning to check out so I went to bed early to get a good nights sleep. Only to constantly hear kids screaming in the hallways. It got so bad and constant I had yell at the kids and call the front desk. My fiancé took it upon herself to discuss the loudness with their parents which blamed it on a drunk fraternity at the hotel, not allowing their kids to sleep. The loudness continued from them even after the complaints. This was around 11pm until midnight. Then I got to hear the drunk fraternity outside my window, yelling, honking their horns and revving their engines. This lasted until about 2am.

I literally did not get any sleep that night since I had to get up around 4am. Upon checking out around 5am, I wanted to file a complaint and have someone from management call me. The front desk employee inquired my room number, wrote it down, and I could see my room number wasn’t the only one he wrote down. He said that my room would be comped because of such a horrible experience and the overwhelming complaints they received. I was still upset but I found that satisfactory.

I became livid when I saw charges made for my room several days later. I immediately called the hotel to complain. I was informed that the staff member doesn’t have the authority to make that decision. I asked to speak to a manager, which one wasn’t working at the time so I asked her to have the manager call me when they came in, which she agreed to. I never received a phone call. This stay ruined my trip and made me drive on no sleep putting myself and others at risk.

I sent an email to IHG with some of the details with a response that my comments have been forwarded to the Kalamazoo management staff and necessary actions will be taken for the issues to be fixed…(see attached photo)

This has been several days ago and I still haven’t heard anything. This has been the worst service I’ve ever received. Because of this atrocious service from both IHG and staff at this location, I will never stay at if their rooms again. Stay anywhere except here if you want service and a good nights sleep.

Prior to posting this review I gave them the chance to make it right by sending my review. I received apologies...

This had to be one of the worst Holiday Inn experiences that we've ever had. The hotel was completely understaffed. I actually felt bad for the staff that they had. They knew they were going to have a full hotel for the weekend and they still only had one person working the front desk. That person was also responsible for maintenance in the hotel.

After waiting for 20 minutes to check in, we got into our room to find that the bathroom door was locked from the outside. We called down to the front desk numerous times and nobody answered. Finally went down to the front desk to talk to the front desk clerk to discover a long line of people waiting to check in and nobody at the front desk. Come to find out that he was also the maintenance person and had to go fix something in someone's room. When he finally came back he told us that he had to clear the line first before he could help us. Again I don't blame him. The line at that point was going to take 30 minutes to clear. He was left with an impossible choice and we could at least use the restrooms in the lobby in the meantime.

Our group paid extra to have a group breakfast every morning. We go down to the breakfast the first morning to find out that nobody told anyone about the breakfast so no breakfast for our group. All of these things weren't the end of the world, but the worst was yet to come.

The hotel was full of kids for a swim meet. Everyone had to get up early. The hotel knew it would be full of kids for a swim meet. So what did the hotel do? They decided to hold a concert in one of the meeting rooms until 2AM. The bass was so loud that the entire hotel was vibrating. Not only was the music loud in the hotel. The people in the parking lots were blaring their music loud and drag racing down the street. Finally the cops came to break it up after gunshots were heard outside. We also found out that this same hotel had a similar issue 2 nights previously, the night before we arrived. So if looking for a good night's sleep do not stay at this place.

The hotel looks new from the outside, but it's easy to see once inside that this place is in rough shape. To make it worse, I still have over $500 of holds on my credit card for what should have cost $300. Hopefully that will get cleared up today along with a credit for our missing breakfast, but I don't...

This had to be one of the worst Holiday Inn experiences that we've ever had. The hotel was completely understaffed. I actually felt bad for the staff that they had. They knew they were going to have a full hotel for the weekend and they still only had one person working the front desk. That person was also responsible for maintenance in the hotel. ||After waiting for 20 minutes to check in, we got into our room to find that the bathroom door was locked from the outside. We called down to the front desk numerous times and nobody answered. Finally went down to the front desk to talk to the front desk clerk to discover a long line of people waiting to check in and nobody at the front desk. Come to find out that he was also the maintenance person and had to go fix something in someone's room. When he finally came back he told us that he had to clear the line first before he could help us. Again I don't blame him. The line at that point was going to take 30 minutes to clear. He was left with an impossible choice and we could at least use the restrooms in the lobby in the meantime.||Our group paid extra to have a group breakfast every morning. We go down to the breakfast the first morning to find out that nobody told anyone about the breakfast so no breakfast for our group. All of these things weren't the end of the world, but the worst was yet to come.||The hotel was full of kids for a swim meet. Everyone had to get up early. The hotel knew it would be full of kids for a swim meet. So what did the hotel do? They decided to hold a concert in one of the meeting rooms until 2AM. The bass was so loud that the entire hotel was vibrating. Not only was the music loud in the hotel. The people in the parking lots were blaring their music loud and drag racing down the street. Finally the cops came to break it up. We also found out that this same hotel had a similar issue 2 nights previously, the night before we arrived. So if looking for a good night's sleep do not stay at this place.||The hotel looks new from the outside, but it's easy to see once inside that this place is in rough shape. To make it worse, I still have over $500 of holds on my credit card for what should have cost $300. Hopefully that will get cleared up today along with a credit for our missing breakfast, but I don't...