Holiday Inn Grand Haven - Muskegon by IHG — Hotel in Spring Lake Township

Horrible!! This Holiday Inn is the worst I have ever been to. I don’t really know where to begin this review, but the whole place is horrible with the exception of its location on the water in between grand Haven and Spring Lake.||Let me start by saying the expression put lipstick on the pig is exactly what they did. They have tried to improve this hotel yet it was done cheaply, and the floor still smell like cigarettes.||The ice machines on two of the four floors were broken. Our room was not cleaned so I may be assumption that they were just very busy and I went down to the front desk gave them money and just asked them to please deliver six towels. None of the towels made it up to the room and the cleaning people did arrive Dropped off one towel no soap did not make the bed ended. Absolutely nothing yet. I saw them standing outside smoking multiple times during the day. ||We were in soccer tournament and wanted to use the washer and dryer so we attempted to use the washer and we took the clothes out. They were soaking wet. They were not washed at all. We then attempted to dry clothes and the dryer did not work we kept them in the dryer for three full cycles and the clothes were still wet. ||In our room was not working properly and when my daughters flushed the toilet after using the bathroom, the water would literally fill up the toilet and this was not from putting anything down the toilet as they are just young girls||We went to the restaurant in the morning and I do not suggest anyone do this. There were three serving staff in there and when we arrived at 8 AM, there were only two tables that had people on them and we waited 10 minutes and no one even acknowledged us. we finally got water and yet we never even got menus. The three of them sat around talking and laughing. We got up and left again. I do not recommend this restaurant at all. ||There is an indoor and an outdoor pool and a small fitness area all of which are OK but nothing is very clean.||My daughter and I are allergic to feathers so we called ahead three times to make make sure that there are no feather pillows in there and we were told each time that it was taken care of yet when we arrived it was not.||I can only say positive thing about this place and that is the fact that the entire front desk staff were extremely kind extremely empathetic and we’re doing the very best they could try to make things right. Again, I want to reiterate that everyone at the front desk was over the top kind and they felt terrible for the experience that we were having and we’re doing their best to make it right. ||I cannot blame anyone at this resort except for management because leadership starts at the top and if the management cared or did their jobs, this would never happen, but this is a classic example of holiday Inn properties trying to save money at every corner while in their minds improving their hotels But there are nowhere near close to staying Hilton or Marriott property. I would never recommend this place to anyone at all unless you want to just lay around and drink and do nothing else at the pool. ||We are not hotel snobs at all, but I do expect to have a clean room and have certain things functioning properly like a toilet a bathtub and have clean rooms with towels. None of this was acceptable and again the Front Desk was amazing but leader ship starts at the top, and the managers can blame it on the staff, but at the end of the day, poor management leads to poor experiences. I can remember the days when Holiday ends for Ashli very nice but I can tell you the last 10 times I have stated any type of holiday and property. It has been very disappointing from Ann Arbor to grand Haven to Chicago to Cleveland. They have all been terrible and again, I can only use the example they put lipstick on the pig while the hotel itself is not very nice. ||Let’s also keep in mind that this resort raises their prices for these weekends so our room rate worked out to about $450 a night with taxes and it’s a poll that this is acceptable. ||My wife went to talk to the front desk to tell them about the experience and they offered us a $100 credit which is an absolute joke considering our stay was around $900 and it was absolutely horrible. We were kind and we were nice the entire time and even the front desk said we were so late with everything we are experiencing Yet the management is absolutely poor. There are not a lot of places to stay in grand Haven or Spring Lake, but I would recommend an Airbnb,VRBO or a little...

The hotel is older and has some maintenance needs. Staff customer service is lacking. Pool towels are scarce. Morning coffee is hit or miss if it’s available.

The room itself (inside) is fine, bed is very comfortable- shower has plenty of water pressure. In room coffee is a plus since they don’t keep up on the coffee in the lobby. Indoor and outdoor pools are nice! (The biggest reason I stayed at this property was the pool option) The hot tub is in need of repairs- but functional. Again lack of pool towels.

I did have issues with this hotel staff and the first room though. The first room I got, 301, the room phone didn’t work and the AC wouldn’t keep up and cool under 75 degrees. The balcony was full of spiders and the screen door was tore up and barely functional. I couldn’t change rooms since they were sold out. This wasn’t my problem but, I had no option and I had to deal with it. They only offered me free breakfast for my troubles, which I refused that night because that’s not going to make me sleep comfortably. After several minutes of my complaining, they said they could refund my stay, but then couldn’t since I booked through a travel agent. My friends were also also staying with us at this property in a different room that the AC DID work in (we drove up together in one car). They wouldn’t allow us all a refund to go to a different property and they had no sister properties in the area. There was no manager on duty that night. I emailed her to no avail.

The next day, I checked with staff to ensure I’d get a new room and apparently they weren’t aware and had to talk to the supervisor. Angela, the supervisor, called me and I had to argue my way into getting a new room that had working AC. They continued to want to send Maintenance up- which when he did come up he asked “what do you want me to do about it” I didn’t ask for maintenance once, I asked for a new room! After going back and fourth, they did move me rooms and didn’t offer me anything for my inconvenience. I had to argue to get that free breakfast (which I didn’t realize was only for a specific day) and didn’t utilize anyhow. The new room had great AC, which I was thankful for. THAT room phone also didn’t work. So the entire trip I had no way of contacting the front desk except for going down there to talk to them when I needed something. Not one time was I asked how my stay was. On the third night, I asked for extra coffee and towels and they were out of towels for the rooms and no known time of when they can have fresh towels and no follow up, because I had no room phone.

Being an IHG member, you’d think they could have offered me a free night or some points to make up for their inconsistencies and uncomfortable sleep the first night, but they refused. I booked through my travel agent and told her not to recommend this to others at this price point. $746 for 3 nights.

I wouldn’t stay again at this...

I booked an accessible room for my birthday weekend and looked forward to some rest and relaxation. I am disabled and use a walker so an accessible room was a necessity.

The room was on the first floor with access to a patio, and was close to the lobby and the pool which was super convenient. However, the room was so full of large bulky furniture I couldn't even enter it without moving furniture. The entry area with the closet and bathroom was great, but I couldn't get past it into the room due to a large bench sitting under a mirror blocking the path forcing me to move it out of the way. There was a really low chair in the corner and large bulky ottoman in front of it. The chair sat too low for me to get out of comfortably, and the ottoman was too tall for it. When I put my foot on the ottoman to remove my shoe, the leg fell off the ottoman which caused me to fall bruising and scraping both knees. A brief investigation showed that the screw for the leg was stripped so it wouldn't stay on.

The other issue with the room was the giant cabinet that housed the refrigerator and microwave with the TV on top of it. There was no space between it and the foot of the bed for me to navigate with my walker. The walker would NOT fit. Overall the room was NOT truly accessible. The bathroom however was awesome. It was large with plenty of space to move and turn with a walker, and it had a walk in shower which is what I requested.

The staff was excellent and immediately addressed the issue of the broken ottoman when it was brought to their attention. I declined medical attention and the offer of a replacement ottoman for the room. I found the staff very helpful and attentive throughout my stay.

The other major issue for me with this stay was the hot tub. I looked forward to soaking and relaxing over the weekend. However the hot tub was out of commission all weekend, except for Friday night. That was a huge disappointment since it was one of the main reasons I booked this hotel.

The food at the restaurant was excellent, and I enjoyed the breakfast buffet each morning of my stay. And had dinner their...