Holiday Inn Express Big Rapids by IHG

Never again Usually stay at the Hampton when in town visiting family, but was really hoping for the use of a hot tub on this trip. Called to ensure the amenities were all working as the site said facility was under construction- assured they were good to go. Arrived for stay and hotel did not have reservation- manager said I must have booked on another website but I went directly on the IHG Big Rapids website where I also joined to become a rewards member. Arrived late that night after driving cross country and air conditioning unit did not work. Was too tired to deal with it that night so next morning, told front desk and all they could do was say sorry- the hotel was quite busy. Breakfast that day had a lot of variety and was pretty good, but things went out fast and were not restocked. Went back up to room and keys did not work. Had to have room keys rekeyed at least twice a day. They said to keep away from phones but I had them nowhere near phones and they still had issues. Bathroom had evidence of mold on ceiling. Once I took a shower for the day, I could smell the overwhelming smell of the mold which caused breathing/ sinus issues the bathroom vents did not work at all and the whole room felt humid- hallways did most of the day, too. Rooms seemed a bit outdated and the walls are very thin- I could hear neighbors conversations clear as if sitting next to me- and the baby crying all night made it impossible to sleep! To make matters worse, I was charged for the booking they said they didn’t have in their system- as well as the one they booked once I arrived- and had to call corporate, and a very unhelpful manager with still no resolution and then have family physically go in and speak to a front desk attendant with pics of my receipts to remedy the issue which still took 2 weeks to fix. Most of the people that worked the front desk, breakfast crew and housekeepers were the only highlight of the stay. They were all just lovely. Really hope this place gets better after the renovations but at the very least- check your room for mold AS SOON YOU ARRIVE!

Don't Stay Here I travel around a lot, and never have I seen such negligence on the cleanliness of a room. When those cleaning standards aren’t met, typically a hotel will do everything in their power to resolve the issue. Not this hotel. I am allergic to mold, and my room just so happened to have mold growing all over the bathroom ceiling. Interestingly enough, it had been painted over so we didn’t even see the mold until we took a shower. Since the bathrooms have no vents, the condensation collected on the ceiling and the room filled with an incredibly strong musty odor and black spores started leeching through the paint. My asthma got so bad that my inhaler wasn’t even helping anymore. My husband and I just had to leave. When we requested a refund since we left early and the hotel quality was awful, the hotel refused to refund us our money. The report for the rooms after the inspection showed that the hotel painted over the ceilings again, resulting in a coverup. So just know if you decide to stay here that you will get horrible service, a disgustingly moldy and outdated room, and you will be staying at a hotel that tries to coverup their unsanitary and hazardous rooms.

Very nice stay Very nicely updated hotel. Central location to college and restaurants. We had an issue with our room and were changed to a different room quickly. They were very apologetic. Super friendly and focused on customer service. Nice indoor pool. Nice breakfast. If you are in the area stay here.