Holiday Inn Express & Suites Grand Rapids - Airport North

Flew in from Florida for a weekend to take care of some final details after the passing of a parent. As was the case a few months ago, they completely failed to look at stay preferences listed in our IHG membership account. Not trusting them after the problem in March, I called the hotel the afternoon of our check-in to verify we were being placed on a high floor away from the elevator and to see if we were being given a free room upgrade as Platinum Elite level members, which we know is dependent on availability. As before, we were placed on the first floor, parking lot side close to the lobby and elevator. After complaining, again, we were changed to the 4th floor near the end of the hallway. When I asked if we were being provided an upgrade, I was told they were completely full. Checking on line, there was a suite available, and we were outright being lied to! When we arrived at the hotel to check in, the woman didn't even greet us, not even a hello. She just said "name". When I handed her my driver's license and credit card she just said "don't need that". She did say "breakfast is in the morning from ? to ? (I don't remember the times) and the elevator is down the hall" and handed us our keys. How rude can you be? Well, there is nothing I can do about it apparently other than advise fellow travelers, because I have complained before and have gotten the same canned response from management that they thank us for the information and hope to see us again. I know as a business owner, the problem at the desk and scheduling and assigning rooms and bad attitude are the result of management not taking action to ensure customer satisfaction. I worked at IHG previously.

I have been an IHG member for years and regularly choose Holiday Inn hotels. Again, I chose Holiday Inn for a one night stay before flying out of Grand Rapids early the next morning because they have a service to take you to the airport and let you park your car at the hotel (never again, keep reading). As usual, the hotel room was great. The first lady that checked me in took great care of me. She told me someone would be there at 4 AM to take us to the airport. At 4 AM, no one showed up. The front lady tried to help, but she looked panicked. There was no one responding. So, we had to drive our car to the airport (we ended up taking another lady who was also stuck without transportation) which meant I now had to pay for the hotel and parking at the airport. So, I think, "I am sure Holiday Inn will comp me the cost of my room. That would be fair. I am a loyal customer and the cost of the parking would almost equal the cost of the room." But I was wrong. Today, I spoke to Oliver. He was dismissive, rude, and lacked compassion. I explained the situation and he responded with a curt & quick, "There is nothing we can do." I asked for a manager. From here, he continued to have a harsh attitude and defensiveness. After talking to him, I ended up calling the company that provides the service and they were way more sensitive and understanding, but there was nothing they could do. I should not have had to chase other people down, but that was the only option Oliver gave me. If Oliver and Holiday Inn took responsibility for a promised service that was included with the room, they should have simply apologized for the major inconvenience and cost and reimbursed the cost of the one night at the hotel. I am extremely disappointed and will never go back to this hotel. Please do not use this hotel for that service. If this is resolved by IHG or Holiday Inn, I will happily revise this review.