Holiday Inn & Suites Kalamazoo West

During my stay, I was charged by the “night audit” two nights in a row a total of $365 on top of being double charged for my room. All of this money was pending and unavailable to me through my bank for the entire weekend I was there totaling approximately $1200. The following day, I was charged a third time. Most of the charges dropped except for the a double payment for the room. They claim to have to record of this, and I have sent my bank statement to them as proof as they continue to act as though I am making this up. The pool had a cockroach in it. When I got to my room, the toilet seat had urine all over it and the room smelled bad. We were not able to get breakfast because the bartender took the keys the night before. The pool never had towels. Horrible hotel. Do not stay here.

The first room I was sent to upon checking in was not cleaned properly. There was still trash in both bins & what looked like a used wash cloth hanging over the edge of the shower door frame. I tried to call down to the desk with the phone in the room, but it was not working. I had to go down to the front desk & explain my issues, at which point I was given a different room but that was in even worse condition than the first. In the second room; the bed was unmade with presumably dirty sheets piled on the floor, there was trash (including an open beverage container on the nightstand) & the toilet seat was up amongst other things. So back to the front desk I went. The third room I was given was finally one that appeared to have been serviced by housekeeping. However, the amount of time it took to switch rooms (especially considering only one of two of the elevators in the lobby was functional at the time) was quite a disappointment after several hours of driving, not to mention the number of dirty rooms that were being given to guests calls into questions how well maintained/sanitary this property is, especially when I had arrived hours after check in which should have allowed them sufficient time to turn over the rooms. Even in the cleanest of the 3 rooms, there was only 1 roll of TP that was over half used up with no spare roll in case it was needed. It was likewise a bit disappointing that nothing beyond a clean-ish room (which should be standard practice in the first place) was offered. Not that a room upgrade, discount on the stay or free breakfast would have completely mitigated my concerns, but it would have been a nice gesture to show some concern on their part. Multiple outreach attempts to the hotel directly to request a partial refund have not been responded to, so it seems like they just want to take your money, offer poor accommodations and run without any regard for your experience as their 'guest'.

We had a room with a king bed and pull out sofa bed. The sofa bed felt like springs with a piece of fabric pulled over it. Extremely uncomfortable. Ended up using the couch cushions to keep from being poked by the springs. For $200, this was a lousy night’s sleep. Something in the mechanical room by the elevator was beeping all night. Hotel had a restaurant where we planned to eat after a long day on the road. We asked at checkin how late it was open. 10:00. Since it was already after 9:00, I headed over to get some food but was told they were too backed up with a sold out hotel and weren’t taking any more orders. So we had to leave and find somewhere else to eat. Breakfast the next morning was good and fast. The bed in our room was comfortable so that person got a good night’s sleep. So I’ll give this hotel an average rating

The hotel front desk receptionist Spencer is extremely rude. He was confrontational and very unprofessional. The manager of the hotel does not return calls or respond to emails. I have reached out to the hotel several times about my stay and I have received no return calls. Spencer treats you like he is better than you and he owns you. Just a very terrible experience.

Pass this one by. Breakfast is $12 and not worth it. Rooms have a mish mash of furniture styles. Was decorated for Christmas in July! The older Holiday Express is a better deal. One thing they did have which was great was a pull down black out shade. They do have frig and microwave and coffee maker.

I reserved 9 rooms for our Science Olympiad team. 2 hours before we arrived, the hotel called and changed our rates. We are a school sponsored team, going to a state tournament. These are expensive. I had talked to the management team and front desk several time through out the week to make sure everything was correct. I emailed them room assignments, tax exempt forms, and credit card authorization forms. 2 hours before we arrived, they called and said that they would not honor our rate. They also did not exempt the taxes, even though we gave them the form. When I was transferred to the general manager, he said they they have the right to cancel our rooms or change the rates. He said his workers are new, and they didn't know that schools are not considered government entities? Apparently Managers of hotels can determine that MI schools are not a part of the Michigan government. If that is the case, his workers should have informed me, and I could have looked for another hotel. I would never stay at another Holliday in again. I have advised our business office to stay away from Holiday Inn's. Apparently they don't care about there customers, and have no problem adding a $1000 charge to our bill. There was not much we could do as we were traveling 10 hours to the tournament.

According to the signs on them there are two hotels at this site A Holiday Inn and a Holiday Inn Express and Suites. Both of them very new. Our reservation said Holiday Inn and Suites, so we had no idea which one it was. We started out at the wrong one and were sent across the street where we were not well greeted at all. We stayed the nights of Nov. 25 and 26. For the whole of our first day there was nobody staffing the front desk. You stood at the desk and presumably you showed up on some screen in the back and someone shuffled out looking as though you were interfering with whatever they were doing. Desk staff were sullen and not very friendly. Then we were short a bath towel and called down for one, only to be told by the same person who checked us in that we would have to come down to get it. To cap it all, I later went to the front desk and asked if they could order a taxi for us. The answer was “We don’t do that; you’ll have to phone for one”. Wow! If we had not unpacked I would have quit right there. Having said all that unpleasantness, the room was excellently well equipped and clean and had lots of electrical outlets in convenient places – missing in many hotels. The bathroom door squeaked loudly when it was being closed and slammed with a loud bang – not convenient in the middle of the night, but easily avoided by jamming the door open. On day two (a Monday) service improved considerably. The lady serving breakfast was also very friendly and helpful. The breakfast menu was limited but very tasty. So maybe if you don't stay on a week end this would be a great place to stay.

The room was dirty, hair everywhere in bathroom. Phone did not work. Only two hangars. Room was not freshened after first night of two night stay. Went to front desk three times to see if this could get done and finally had to get towels. No sign of housekeeping anywhere…

This place is disgusting. Room was dirty, was forced to change rooms anyway because of a foul raw sewage smell coming from the pipes. No apologies, just a non caring man working thr front desk who seemingly could care less. Employees are obviously not happy with their jobs, and I definitely wasn't happy after spending 140 to stay a night in a hotel where the bathroom in two dirty rooms prevented me from being able to shower, and the smells emanating from the rooms were putrid, only word I can use to describe it. I can honestly tell you there is no way the shower in my first room had been cleaned in many moons and my second room had blood spattered all over the bathroom wall which is a great indicator of their usual clients. Hard pass. No compensation, no apology, they don't care. This has turned be against the entire chain.