Holiday Inn Express & Suites Gaylord

From start to finish this was a great hotel experience. The staff was friendly and helpful. The hotel was very clean. My only issue was the air wasn't working so wouldn't cool off, but the management contacted me after and accommodated me with extra points. The suite with a living room was nice so we could spread out - not available at other hotels in the area as far as I could tell. Overall, great experience and would stay again.

Booked online directly through IHG and my IHG membership. My family of five arrived at the hotel after traveling 45 minutes out of our way to get there only to find that the hotel had been overbooked and there was no room available for us. The man working the front desk suggested we try a hotel 15 minutes out of town (he said “they’re never full”). At his suggestion we drove there and they were full also. Because the Holiday Inn overbooked our room, we are without a place to stay tonight.

You expect a Holiday Inn to be a cut above your run of the mill places to stay, especially when they command an upgraded price. Unfortunately this one does not live up to the reputation. Its obvious that management at this location is not qualified to be running a hotel. Here are some things that immediately presented themselves when checking in: toilet seat is loose (moves around when you sit on it, TV does not work, air conditioner makes excessive noise, and there is a deep depression on the floor under the carpet (almost feels like the carpet has been placed over a hole in the floor, have never seen anything like it), shower has cracking all along the wall that needs caulking (easy fix if they cared about maintenance). Also wonder why there is not a mini fridge in the room, almost every place we have stayed in the past several years have all had a fridge, even cheap places. Not a pleasant experience, WOULD NOT RETURN.

Thankful! Unfortunately, my husband got in an accident while we were in town, and the young man on duty was so very kind and helpful to me; getting me a taxi to the hospital, etc. He was excellent. I’m sorry I don’t remember his name.

Upon arrival- I was given keys to my room and when I went up to the room on the third floor someone was already checked into the room. I had two young children with me and the situation was embarrassing for us and the person in the room. To have staff miss that someone was already in the room they gave me was very odd and frustrating, We then had to haul all of our belongings back downstairs to get into a different room. It was later evening when we checked and we just wanted to get settled down for the night.

Amazing Management!!! We stayed for what we thought was going to be one night due to bad road conditions but ended up staying the whole weekend! Crystal, the manager, was absolutely fantastic! They struggled with housekeeping staff and Crystal and the rest of the employees went above and beyond to clean the rooms themselves to accommodate the larger than anticipated number of guests staying that weekend. Due to understaffing of the housekeeping staff we had a very long wait to check in. However, Crystal the manager handled everything with such professionalism and really went above and beyond by comping us our stay and upgrading us to a king suite. She took a bad situation of understaffing and made it more than right by extending a free night’s stay to all of us that were waiting to check in. Now that’s fantastic management skills! The hotel was super clean and the room was great! We stayed in a king suite with a jacuzzi tub and it was fantastic! Huge room with large bathroom, living room area and separate room with a bed. It was just what we needed to be able to relax and reconnect. The staff here really stepped up and had all hands on deck helping out from cleaning rooms, serving breakfast, managing the front desk, and clearing the heavy snow. You could tell that Crystal’s management and leadership was top notch! Breakfast was excellent as always! They even had a nice little assortment of treats and goodies to put on your pancakes. I’m sure the kids loved it! We will stay again!