Holiday Inn Express and Suites Kalamazoo West, an IHG Hotel

This was the Murphy’s Law of hotel stays. If something could go wrong, it did. Starting with the positive - the hotel is a fairly new building, the area around it is fine, and the staff were all friendly and tried to correct issues they didn’t create. Now for the rest: we arrived for our reservation around 10 pm to find the hotel was overbooked, so they could only offer a room with a king bed, pull out couch and no TV. We accepted because this was not really a big deal. When we got to the room, the bed had been slept in and there were wet towels covered in body hair in the shower. There were no linens for the pullout. At first the front desk assured us the room had been cleaned, but agreed to clean it when we told them about the hairy wet washcloth in the shower. While we waited in the lobby, we discovered the 24-hour coffee service was empty and the lobby bathroom toilet was leaking with a puddle on the floor and wouldn’t flush. When we got to our freshly cleaned room around 11 pm, there were only sheets for the pullout and we had to get blankets from the car for our kids. Then, overnight, the toilet clogged and became unusable. When we went to shower the next morning, we had 3 towels for 4 people. Breakfast was not great either; they were out of hot food by 9:15, out of regular coffee, out of milk for cereal, and the pancake machine was broken. The whole stay was one thing after another. Staff were apologetic and did their best, but we wouldn’t stay here again.

Quiet. Not crowded. Clean. Great place to spend the night after dropping my kid off at college

It took 30 minutes to check into our room because the front desk staff could not find our reservation. She stated after I gave her my reservation number and she stated that we already checked into our room….well evidently we hadn’t since we are standing in front of you trying to check in. After giving her the reservation number four more times she finally found our information. The main lobby area was full of kids running around and parents sitting around drinking alcohol. When we got back from leaving to grab dinner it was so loud in the hallway from kids running up and down the hallways….. and this was at 12:15am. Certainly not a excellent experience.

I loved the stay but some of the guest let their kids run wild on our floor that we got a call saying we were being loud when we just walked into our room to take showers and go to bed. They did apologize for calling but other guest ruined it for others.

The reason my overall rating is a 3 is that I got no sleep one night with little kids running all over the place. Finally, at 11:30 p.m. I told the kids to go to their rooms and stop slamming doors. Where were the parents? Where were the hotel security people? Unaccompanied young kids were dripping wet in the elevators leaving puddles of water and popcorn all over the elevator. One morning the kids trashed the kitchen the night before and the poor kitchen lady was left to clean up the food the kids threw all over the floor. I get that vacations are important for all but they need to have better policing of the noise after 10 p.m. We all need a good night's sleep and it is most unfortunate that some ruin it for all.

At first glance, the hotel was nice. When checking in, we were not given any info about check out or breakfast. The lobby was filled with kids who were not staying at the hotel. Just using the area for warming up. At 4 am, we were awoken by a couple yelling in the hall for over an hour. Nothing was done. When reported again the next morning, front staff said yeah I heard about that when I came in and he laughed it off. No apology nothing. Breakfast was empty. We were told a big group just came through and that it was closing in 20mins so they were not refilling anything. Very bad experience. Only positive…the beds we’re comfortable. As a frequent traveler, I have never experienced such unpleasant staff.

We had a party of kids above us until 1:30 despite talking to them and the staff much earlier in the evening. I do not recommend this hotel if you want to ensure a good nights sleep. It feels like rolling the die.

We specifically booked this hotel because it included breakfast, but were informed on arrival that they do not serve hot breakfast on the weekend. We received an unhealthy muffin, a small yogurt, and on one day a good orange, on the next, a nasty-looking banana. I support Covid precautions, but that was not the reason given, and you can achieve serving a hot breakfast while maintaining a safe distance, as we have seen at other hotel chains. There was also a loose safety handle in the shower, and insufficient non-skid strips on the tub floor, resulting in us nearly falling. The pool is very small, and there is no hot tub. However, if these things aren't important to you, the bed was comfortable, the air conditioning worked well, and the work-out room was appreciated.