Holiday Inn Grand Rapids - South By Ihg

The hotel's most notable feature, and the primary reason many guests choose to stay, is its indoor pool and splash pad area, making it a popular destination for families with young children seeking a fun, water-centric getaway. While the pool is a significant draw, guest experiences are highly varied, with many expressing disappointment over its cleanliness, outdated appearance, or unexpected closures of certain features. The breakfast experience is another frequently discussed topic, often receiving negative feedback due to limited selection, issues with replenishment, and unexpected charges, despite being advertised as complimentary. Rooms generally receive praise for their cleanliness and comfortable beds, though some guests report specific maintenance issues. Staff interactions are mixed; many appreciate the team's friendliness, but concerns are often raised regarding their availability and efficiency, particularly during check-in. For budget-conscious travelers or those prioritizing family-friendly amenities, it is advisable to confirm the operational status of all pool features before booking and to clarify all potential charges, including deposits and breakfast fees, upon arrival.

Facilities & Amenities
The hotel's pool area is a central amenity, featuring a splash pad, hot tub, and main pool, designed to entertain children. However, guest feedback on this facility is highly mixed; many reviews describe the water as dirty or cloudy, with visible rust and peeling paint in the surrounding area. Several guests reported that parts of the kiddie pool or slides were closed for construction or maintenance without prior notification, leading to significant disappointment. Issues such as cold water, overcapacity, and a consistent lack of towels were also frequently noted. Beyond the pool, the elevator is often described as outdated, dirty, or occasionally out of order, causing inconvenience. Some guests experienced spotty Wi-Fi connectivity, and there were reports of ice machines being out of service. A fish tank in the lobby was positively mentioned, though conference spaces were sometimes a source of noise.

Cleanliness & Room Comfort
Guest feedback on room cleanliness and comfort is varied. Many guests found their rooms to be clean and updated, highlighting the comfortable beds and fresh, clean linen that contributed to a restful stay. The soft beds and pillows were frequently praised. However, a notable number of reviews cited issues such as dirty showers, visible hairs, sticky surfaces, and unvacuumed carpets. Some rooms reportedly had a musty smell or showed signs of mold, particularly in the bathroom areas, with specific mentions of clogged toilets, leaky toilets, damaged faucets, and bathtubs that wouldn't plug. In-room amenities like the AC were sometimes described as loud or not working properly, leading to hot rooms. TVs were occasionally reported as broken or having no signal. Noise was a significant concern for many, with complaints about loud AC, construction noise, children running in halls, doors slamming, and generally thin walls impacting sleep quality.

Dining & Food Quality
The hotel's breakfast service is a consistent source of guest dissatisfaction. Many reviews describe the food quality as very poor, with minimal selection and items often being cold or stale. Guests frequently reported that popular items like eggs, sausage, waffles, milk for cereal, butter, orange juice, and coffee were not replenished quickly, leading to long waits and a lack of available food. There were also recurring issues with basic supplies such as plates, silverware, spoons, and napkins running out. The breakfast area itself was sometimes noted for overflowing garbage and a general sense of being understaffed and poorly managed. Most guests were surprised to find that breakfast was not free, despite prior expectations or advertising, and required a small per-person fee. Beyond breakfast, the hotel's restaurant or bar facilities were often described as not open or offering limited evening food and alcohol choices, leaving guests with few on-site dining options.

Location & Accessibility
The hotel generally receives positive remarks for its location, which many guests found to be convenient and central. It is situated right off the freeway, offering easy access to various points of interest, including local attractions like John Ball Zoo and Craig's Cruisers, as well as nearby restaurants and shopping areas. This makes it a suitable base for both leisure and travel purposes. However, some guests noted concerns about the immediate surrounding area, describing it as unkempt or having an unpleasant odor, and mentioning the presence of shady characters outside the hotel. While parking is available, one review specifically mentioned an icy parking lot, suggesting potential accessibility challenges during certain weather conditions. Overall, the hotel's placement is a strong point, providing guests with practical access to amenities and destinations, though the immediate vicinity may not always meet expectations for aesthetic appeal or perceived safety.

Staff & Service
Guest experiences with the hotel staff and service are quite varied. Many guests consistently praise the staff for being friendly, helpful, polite, and accommodating, particularly highlighting positive interactions with front desk personnel. However, significant concerns were frequently raised regarding staff competence and availability. The check-in process was often described as slow, with long waits and staff appearing overwhelmed or using antiquated systems. Some guests reported issues with rooms not being ready or even being double-booked. Housekeeping services were a common point of frustration, with many reviews indicating that rooms were not serviced regularly, or that guests had to clean their own rooms or unclog bathtubs. The front desk was sometimes left unattended, and staff were occasionally perceived as unresponsive to calls or unprofessional. While staff were generally willing to assist, guests often felt they had to persistently advocate for problem resolution, such as addressing maintenance issues or incorrect billing.

Additional Information
A recurring theme in guest feedback is the hotel's policy regarding incidental deposits, typically a $100 charge that many found unexpected upon check-in. Guests frequently reported slow refund processing for these deposits, sometimes taking up to ten days or more, causing financial inconvenience. For pool access, wristbands are required, and some guests noted additional charges for extra bands, while also observing that the pool area was often unmonitored despite this policy. The overall hotel condition and maintenance are frequent points of criticism, with many reviews describing the property as run down, dated, or in need of significant updates and cleaning, citing issues like uncovered storage areas and wet paint in hallways. Noise management is another concern, as some guests experienced unruly children and noisy guests in common areas and hallways, with a perceived lack of enforcement of quiet hours.