Holiday Inn Express and Suites Kalamazoo West by IHG

We stayed four nights visiting family in the area. If I didn't pre-pay with Hotels.com I would have left and found another place. The hotel looks new and modern but has not been maintained. They charge a $5 per night amenity fee but none of the amenities are working. They had no breakfast two of the four mornings we were there and the other two were extremely sparse. Big fancy coffee makers that aren't working (and no coffee maker in the room). One elevator is out. Several keycard entries not working. Guest laundry facilities not working. In our room the TV was broken, the blinds were broken, the alarm clock was broken (as in it wouldn't stop going off and could not be unplugged). Overheard complaining from staff in the hallways / stairways on several occasions. Witnessed a big argument between management and staff. The hotel appears to be very poorly managed.

Wrong room for handicapped parents after we were told they were booked into the right room. Breakfast ran out of coffee and food, continuously. We would not stay here again.

The pool was green and cloudy. Could not swim... The carpet in the room had many stains on it. Toilet seat was loose... The door to our room would not shut on its own. The was extremely difficult to open. We mentioned this and were told they were aware of it... There was a lounging sofa in the room. It was stained. We asked for a king-size sheet to cover it. The breakfast was sub-par to say the least. No milk for cereal. Waffle maker was out of order... No coffee... the containers were empty each morning. They offered a Keurig for those who wanted coffee and had to wait their turn to make it. No tea for those who wanted black or green... We were offer a keurig machine when we arrived at check in. We did take it to our room. The walk in shower was nice. The updated room was pleasant to be in.

The hotel was clean and well maintained. No coffee pot in the room. Breakfast was terrible. Ran out of coffee several times. I only had half a cup of coffee that morning. Also, ran out of sausage, bread for toast, milk for cereal, omelets were very brown. I don’t think anyone saw the pancake machine and I don’t know if there was pancake mix available or not. Was very disappointing.

The coffee machines are very slow and one was not working the three days we were there. Also, one of the two elevators was out of order.

Couldn't open the window darkening shade chain was missing shower had mold in it wallpaper peeling by the elevator hole in the ceiling above the ice machine and only one elevator was working

Their pancake machine very slowly creates 3 inch diameter soggy rubbery pancakes. Why they stopped using a waffle machine is beyond me. They also have converted to two side-by-side coffee machines that individually grind and then create a cup of coffee, which creates a line because it takes so long. An old-fashioned urn would allow everyone to get their coffee quickly. On our final day Friday once again there was no hot food because their stove was broken. Throughout our stay, one of two elevators was out of service the entire time creating delays and frustration for the hotel guests. Highly recommend avoiding this hotel. We have stayed here previously and found that getting towels requires begging. Additionally, we once had to change our room because of a nasty smell. The staff claimed that it was due to the filters in the air-conditioning units not being changed. One star is too many for this poorly managed and maintained facility.

All good except staff could not keep up the breakfast so left hungry

So needless to say I don’t recommend. Cause you never know you might get food might not, might have TP and might not and you might get a hand towel to dry off with. Oh and their little pantry shop to buy your own food was empty all weekend not even a water after the first day we arrived. Just very frustrating.

Very disappointed experience. Everything was out of order. The elevator was not working, it was no food at breakfast, we didn’t had any extra pillows and blankets for the extensible couch. I get that the hotel was packed but the management should know before and get ready for it. It was not a cheap room.

Was a good experience. Love the hot food. But did not get my deposit back for the 4 days I stayed there. Location was good overall and the parking

Good shake for the buck.

Always so kind and welcoming

The staff was exceptionally kind.

Good

The hotel itself is pretty average and serves its purpose. The staff was doing their best, but there is clearly not enough cleaning staff if nobody's room is ready 2 hours after the appointed check-in time. Some people were waiting 3-4 hours to check in. Not a good look.

Never did get into a room. Arrived at 3 PM and we’re told they didn’t have enough staff cleaning rooms so there would be a wait. Many people waiting in the lobby. We came back at 8 PM and they still didn’t have any rooms. Seems the staff walked out earlier in the day. Luckily found another room about 20 minutes away. The town was sold out because of graduation and a wedding. I worked in hotels for many years and this was the worst I’ve ever seen. I’ll never stay at a Holiday Inn Express again.

Everything was clean and well maintained.

The big bed, nice and clean.

Nothing No guest rooms were cleaned by 8:00 pm so we canceled our reservation and moved to another location. I was promised a full refund.