Holiday Inn Express Big Rapids by IHG

Sadly, when I saw that they were changing from a holiday inn to a holiday inn express, I thought they would have changed some things. $200 per night. The awning at the front doors is damaged and missing half… there’s a cute bulldog out front I wanted my son to take pics with when I saw a bunch of screws and nails randomly set there. Upon checkin, staff was rude. Only one elevator works, the pool is NOT heated (so cold we couldn’t even swim), the hot tub has whitish yellowish cloudy water and the jets didn’t work. The carpets are filthy and the lights are old and dim. The whole visit was a struggle. I could list more issues but you get the hint at this point. It’s not a pleasant stay.

Location

It was dirty. We had to wait on the front desk for a while to show up several times. The room was dirty (the shower had stains and the carpet was dirty) and the tv remotes didn’t even work (we did go down to the desk and it still didn’t work).

Better breakfast selections.

The location was nice. The room looked nice. The staff was friendly.

Entering our room was an odd experience. The tv was on and the room was strongly scented with cologne. At first we were nervous that we were in someone else’s room, but apparently that was set up just for us since it was a holiday. It wouldn’t have been a problem, but my family is all very sensitive to scents. So it was a bit of a rough stay for our allergies.

The staff at the front desk was amazing but, pool was run down with painting coming off on all the kids. The hotel room had ants and stains in the carpet everywhere. The bathroom shower wasn’t clean.

Needs renovations! Especially entrance.

Areas of hotel needed maintenance.

Well I went in to ask about ethernet, I was told I couldnt use it in the lobby but needed to get a room. Which I was told I couldnt they were full. I then told desk clerk I was able to book it on hotels.com , he scarffed snarffed and snarled - was so rude to me. I went to the room and NO ETHERNET - I came out immediately almost in tears saying I had to leave there is no ethernet. Desk clerk was EVEN RUDER refusing to refund me do to a communication error. I called to complain and they called again on monday Aug 4th to only get denied the refund so rudely.

They didn’t clean our beds through the first night.