Holiday Inn Grand Rapids - South by IHG
🏨 Hotels & Travel · Grand Rapids
total experiences
replied on google
Most reported issues
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Experiences
Hotel rooms were uncleaned and lacked required handicap accessibility.
Long check-in delays and non-functional air conditioning in the room.
Business reply on Google
Dear dashCk, Thank you for staying with us and providing your feedback. We are saddened to hear that you did not have an enjoyable experience with us. I will be addressing the issues you faced with the staff. I would like to discuss a problem resolution with you but there was no phone number or email on file. You can reach out to me at 616-871-9700 or vickie@hiegr.com. Sincerely, Vickie Hagood, GM
Unclean room, missing amenities, and poor staff service.
Business reply on Google
Dear Mr. Robotham, Thank you for staying with us and providing your feedback. I am saddened to see that you did not have an enjoyable stay with us. This is not the kind of service we normally provide to our guests and I do apologize. We will address the issue of making sure that all rooms are clean and ready to go for our guests prior to their arrival. I will also address the problem handling matter with the staff the correct way to assist guests with their problems. I would love to discuss a problem resolution with you. You can reach me at 616-871-9700 or vickie@hiegr.com Sincerely Vickie Hagood, GM
The hotel pool was dirty and the room was unsatisfactory.
Business reply on Google
Dear Amy Visser, Thank you for staying with us and providing your feedback. I am saddened to hear that you did not have an enjoyable stay with us. This is not the normal quality of service that we provide to our guests. Did you present your issues to the hotel to be addressed? I would love to talk with you to work out a problem resolution. You can get a hold of me at 616-871-9700 or vickie@hiegr.com. Hope to talk to you soon. Sincerely, Vickie Hagood, Operations Manager
Hotel facilities are outdated and pool water is freezing.
poor food quality, unhelpful staff, and limited snack bar options
Business reply on Google
Dear Amanda, Thank you for staying with us. I am sorry to hear that you did not have an enjoyable experience with us. The front desk agent provided you with the phone number to call to connect your device to the television. She also followed up with you to check to see if you were able to connect your phone to the television. The hot tub is cleaned with a chlorine system not soap. The hot tub produces bubbles while the jets are on. I am sorry that you felt our marketplace variety was not enough with the 32 different snack options and the 13 different drink options. I am also sorry that you did not enjoy our IHG standard breakfast. We do hope you decide to stay with us again to provide you with an even better experience. Sincerely, Vickie Hagood, Operations Manager
excessive highway noise due to poor building soundproofing
Business reply on Google
Dear Jenn B, I wanted to reach out and thank you for staying with us and providing your feedback. I am saddened to hear that you did not enjoy your stay with us due to the noise from the highway and the ramp. We hope that you choose to stay with us again to provide you with a better experience, perhaps in a room located away from the highway. Sincerely, Vickie Hagood,' Operations Manager 616-871-9700 frontdesk@hiegr.com
Missing amenities, unreplenished breakfast, and unauthorized charges with unresponsive…
Hotel suffered from poor maintenance, cleanliness issues, and inadequate staffing.
reception desk was unattended and closed during morning hours
Theft of personal belongings, poor maintenance, and unreturned deposit.
Business reply on Google
Sorry, while you were here, we had experienced a power outage making the elevator down for a couple of days. and your last experience was not to your liking. I offered a room change when the tub was clogged as it was late in evening and maintenance had gone home for the evening. I do know you had previously enjoyed staying with us and we truly hope you come back again so you can show you this is not the norm. Sincerely, your friendly front desk agent Tammy
Poor customer service, missing amenities, and multiple facility failures during stay.
Business reply on Google
Dear Elisabeth Lawry, Thank you for staying with us and your feedback. I do apologize for your stay experience. It was an unfortunate night with the storm and hotel losing power in the hotel which included the elevators, and the pool filters and motors stopped working. Please know we are in the process of addressing all these issues to get everything running again. I will be reaching out to you directly to discuss a resolution. We do hope you decide to stay with us again for a better experience.
Unsanitary pool facilities, broken room amenities, and inadequate breakfast service.
Business reply on Google
Dear Libby Randall, Thank you for staying with us and providing your feedback. I am saddened to hear that you did not have a great experience with us as customer satisfaction is our number one priority. We have addressed the issue with the pool and that is fixed now. It was complications from reopening the kiddie pool from being closed for a few months. I do apologize for this inconvience for you. I also do apologize for the lack of items in the breakfast. The delivery order was cancelled on the vendors side of things and they did inform us. This is not the normal for our hotel. I do hope you decide to stay with us again for a better experience. If you would like to reach out to me you can. 616-871-9700, frontdesk@hiegr.com and maybe we can come up with a resolution together. I hope you have a brighter day. Sincerely, Vickie, Operations Manager
Pool facilities were closed, broken, and unsanitary.
Business reply on Google
Dear Pontius Three, Thank you for staying with us and providing your feedback. I am saddened to hear that you did not enjoy your stay with us. We did reach out to guests prior to their arrival to let them know about the closure of the kiddie pool. As I can see we also informed you when you checked in and we would have still given you the opportunity to cancel then as well without charge. Please know the kiddie pool is back and up and running again. We do hope you decide to stay with us again to provide you with the kind of service and experience you deserve. I hope you have a Brighter Day!
Unsanitary pool conditions and poor breakfast service and availability.
Business reply on Google
Dear Timothy Braun, Thank you for staying with us and your feedback. I am saddened to hear that you did not enjoy your stay with us. I do apologize for the inconvenience about not knowing about the pool. We did reach out to the guests prior to their arrival. There is a notice on our website and the app that the kiddie pool was closed. We were told that the third parties were made aware of the closure as well but later discovered that it was not posted on their sites, so we have since taken care of this, and it is now posted. Your feedback about the breakfast is very helpful to us as it shows us areas that need improvement which we will address right away. We do hope you decide to stay with us again to provide you with a better experience. If I can be of any further assistance, please reach out. Sincerely, Vickie Hagood, Operations Manager
Lack of hot water, unfulfilled promises, and poor facility maintenance.
Hotel refused refund for cancellation due to medical emergency
Business reply on Google
Dear Guest, I hope this message finds you well I understand your frustration regarding the situation and sincerely apologize for any inconvenience this may have caused. I would like to take a moment to explain our hotel's non-refundable booking policy to clear up any misunderstandings. As per the terms and conditions agreed upon at the time of booking, the reservation made was at a special rate that is non-refundable. This policy allows us to offer competitive pricing while ensuring that rooms are secured for our guests. Once a booking is confirmed, we immediately allocate the room, which makes it unavailable for other potential guests. We do recognize that unexpected circumstances can arise, and while our policy is typically strict, we always aim to accommodate our guests where possible. Please let us know if there are any specific concerns or circumstances you'd like to discuss further, and we will do our best to assist you within our capacity. Again, we deeply regret any inconvenience caused and appreciate your understanding. We value your patronage and hope to welcome you back in the future under more favorable circumstances. Thank you for sharing your comments, and if we can b
Hotel had poor cleanliness, maintenance issues, and unauthorized fraudulent charges.
Hotel room was dirty with stains, grime, and pest presence.