While the overall experience was actually quite nice (bed was great and the breakfast and most of the staff was very good) my wife and I ran into some customer service issues that made it very unlikely for us to use this hotel again. We were hoping to take a "stay-cation" with our 1 year old and take advantage of the wonderful splash pad that they have over the holiday weekend. We booked our room a couple days before the weekend and when we checked in on Sunday afternoon I asked if there was anything extra we needed for the splash pad or if our key cards worked. At that time the front desk lady informed me that on Monday they would be closing the pool area although she had no idea what time and felt that we could probably take advantage of it most of the day. On Monday we went down early to take advantage of the pool only to find that it was already mainly drained by 8:30 am with the maintenance guy there saying that he had been told to be there by 7 am to start emptying the pool out. Had we been properly informed when we checked in we would have just asked to get a pass for the pool that Sunday afternoon instead of spending over $100 just to stay the night at a hotel. When we went to talk to the front desk lady all she would say is that "we should have been told". We informed her that we would be checking out as the splash pad was the only reason that we were there and the fact that we weren't told (nor were multiple other families that we spoke to that were there for the same reason) was extremely disappointing. She offered us $15 off our stay and we had to beg for a pass to try and come back to use the splash pad as our son loved it. The pass she gave us only was good until 9/21 (the pool would be closed until 9/11 and the pass was invalid on Friday and Saturday) meaning that we would have a week at most to try and fit that into our fairly busy schedule. The following day my wife called to ask to speak to the manager and the lady that answered said "she's aware of the issue and if you want to say more please post a review". It was very disappointing to see that they weren't willing to own up to the mistakes they made and weren't willing to try and make it right.
Great stay. We were attending a scrapbooking event and chose to stay at this hotel because it easy close by. It was easy to find, the room was gorgeous, clean and spacious. Breakfast was good and hot. Didn't use the pool which was actually more like a watermark from what I saw.
Great for traveling with families. The executive suite has a nice half wall so my daughter could sleep in her pack and play without seeing us, which is huge. Makes sharing a room so much easier. Breakfast is ok, pool area is great for kids. They also have movie nights with ice cream. We would definitely come back here.
Clean and comfortable and exactly what I expect from a Holiday Inn Express. Two improvements that could be made . . . The shower curtains should be lowered a few inches. They are currently mounted too high leading to flooded bathrooms when the force of the shower pushes the curtain out of the tub. Also, there needs to be better lighting in the rooms.
First off, the staff is very welcoming and helpful and they get a gold star. Unfortunately, the quality of this hotel has continued to decline over the past 10 years. We started coming here when there was a water slide. Our most recent stay was earlier this week. The water slide was taken out a few years ago and replaced with a splash pad that toddlers could play in along with big kids. The splash pad is great because I have 4 young kids. Unfortunately, the splash pad and hot tub was not functional at any point during our stay. Also, you are only given 4 water passes (2 adult / 2 children) per room. Additional water passes have to be purchased. I could understand this at a real indoor water park. Not so much at a hotel with a glorified pool. The breakfast crew was understaffed. She did her best but there was a lack of food for the guests.
Holiday Inn Express Suites Grand Rapids South is a US Lodging based in Grand Rapids, Michigan. Holiday Inn Express Suites Grand Rapids South is located at 6569 Clay Ave SW, Grand Rapids, MI 49548, USA.
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