Holiday Inn Kalamazoo West, an IHG Hotel

For the most part, I quite enjoyed my stay. The room was very large and comfortable and with the exception of one bug I found in the bathroom very clean and all the employees that I spoke to were very helpful and polite. Unfortunately, one of the elevators wasn't working for one of the days I was there and there were some noisy children on my floor but I guess that's to be expected. All in all I would stay there again.

We were charged a fee for extra people. 2 adults and 2 kids in a room with two beds. Thats not extra. I tried to get this fixed and holiday inn said they don’t even have a charge like this and this is a fee Expedia charges? We found adult ticks crawling on the bed. The elevator was broken and you had to go outside to use the stairs. The pool had been broken and was cold. We wont be booking through Expedia or using the holiday inn again.

This was my 2nd time staying at this hotel for work. What a difference a week makes?! This time around, the best attribute was the bistro, which was hospitable and pleasant. The food was okay, but the kind hospitality made the experience better. As for the room, there were so many disappointments. When my daughter and I initially entered the room, it looked like it was recently used as a break room or staff lounge. The small desk was pulled out between both beds with the chair behind it facing the door, a butt dent was noted on the 2nd bed, and a rubber glove was lying on the floor near the window. Since I had to prepare for work, I didn't bother calling front desk. Instead, my daughter and I used our own disinfectant products and sanitized the room to our comfort. Once done, we noticed a sizable beetle in our window. So, I took the critter out using my disinfectant spray and prayed it wasn't accompanied by family/friends. After learning I didn't have to report to work that night, my daughter and I decided to have dinner at the bistro. Her caesar salad was good, but my veggie wrap was okay. It was kind of bland. So, I ate half and decided to store the rest in the refrigerator in our room. Well, the next day, we went out for groceries only to learn the refrigerator has been broken the whole time. However, front desk moved rather quickly to replace it, which was really nice. It's hit or miss with any hotel nowadays. Not a bad spot, just time of day matters with hospitality.

Front desk clerk was nowhere to be found. Waited about 20 minutes with other guests and finally someone went to the hotel next door and got their front desk clerk to come over. Pool thermostat was broken so the pool was too cold for kids to swim in and thats the only reason we booked a hotel. Elevators were very dirty and one of two available was out of service.

Who does fire alarm tests at 1:10am? The first alarm went off at 9pm. I called the front desk (with my cell because the room phone did not work) and was told that they were waiting for the fire department, but there was no fire. At 9:35 I went to the front desk to ask when the fire department would be there because the damn alarm next to my room was still going off. The gal then went into a room behind the front desk and turned it off. Guess the fire department wasn’t coming after all as I was told. The next alarm went off at 1:10am, and fortunately was only going off for two minutes. The THIRD test went off at 7:46am and went on until 8:12am, when I called the front desk AGAIN. I was staying there for business and was completely exhausted all Saturday. Fortunately the fire alarm test that night was only from 8:04-8:05pm that night. The morning of checkout I considered getting a beverage from the “cooler area” in the lobby. Both the cold brew coffee and Diet Coke were past their expiration date. Not the best experience, kids. I’m not sure if the fire department were ever intended to show up, but this didn’t put the best taste in my mouth.

paid for 6person room received 2 double beds. They had occupied this room with someone else. At 8:30pm had to wait 30mins for re-cleaning. 2 kids slept on the floor. There was a bad ice storm so hotel was very busy, but overbooking

Nice room, but for that price, the lack of continental breakfast and upsell of the in-hotel cafe was very frustrating, especially with hungry children.

Got here and pulled out couch bed to find wadded up Kleenex and juice box wrappers. No biggy switched rooms. The police were here investigating something. Must have been a doozy because at one point there were 3 at front desk. And none of the side doors on building would open.Main entrance only. The kids enjoyed the pool, but the bar was closed and there was no food except microwave pizza. No cheese pizzas either which is rough with kids. At midnight when we’d finally got everyone to sleep they checked guests in right above us whose kids must have been sleeping in the car for the last 10 hours because they were jumping on the beds and bouncing off the walls. Went to desk. Went to their room. Called desk. This kept up for a full hour and woke all 5 people in my room. We had a laugh and tried to get some sleep. Woke up ready to enjoy some coffee. Couldn’t figure out the spaceship of a coffee maker, which is perhaps on me but I believe it’s broken. Paid extras for 2 breakfasts when booking, planning to purchase additional 3. Specifically sought out hotel with real breakfast. Unfortunately, no food was available. Front desk said, “I don’t think she’s coming today”. I asked to at least be refunded for the breakfast we paid for and he needed to wait for GM to get here at 11:30. Nothing he could do. I requested a customer service number and was given a card. Called number only to be connected with the gentleman I’d just spoken to. The staff was pleasant and doing what they could.

We stayed for 8 nights and overall the hotel was great! We did have an issue with cleaning. The check-in card said they would refresh the room daily (trash, towels, etc) with a full cleaning on day 5. Our room was never refreshed and since we had a baby with us we desperately needed the stinky trash removed. I asked the front desk for 2 days in a row to clean the room as we were leaving in the morning and it still never got done. On the second evening I complained to the night manager and he was so wonderful he came up and cleaned the room himself! He even brought our toddler some cookies and juice. My sister and her family stayed in a separate room for a few days while we were there and their room was refreshed daily as stated. I'm not sure why housekeeping avoided our room. We did not have a do not disturb sign on the door. I also do not recommend eating at Toast to Toast. The good was over priced and not good.