Holiday Inn Express Hotel & Suites East Lansing, an IHG Hotel

Horrible Customer Service and Manager If you want a horror story about this hotel and customer service read ahead….I tried to contact corporate before posting a review and got no response as well. This hotel decides to cancel me and my husband’s reservation that we had had for 3 months with no notification. We had contacted customer service and IHG rewards about our flight being delayed due to a hurricane and asked for them to modify our reservation. Since we paid in points they said there were limited options. After being on the phone for 2+ hours and after a disconnection we finally got connected with a supervisor. They said they would notify the hotel we were checking on a day late and refund us our first night points. However once we got to the hotel the manager notified us that we were a no show and she received no call from customer service. I ask her to help me call customer service and she said that I could call them. I should also mention the manager (Crystal) also said there were 0 rooms available for us to rebook. Over the next 4 hours and multiple disconnected calls I find out that customer service did, in fact, call the hotel manager Crystal and asked about modifying our reservation to which she said she couldn’t and canceled our reservation, even though she acted clueless when we tried to check on, she also left immediately after we attempted check in. Neither the customer service or hotel called us about canceling our stay and then blamed each other over the phone. Keep in mind we have 0 transportation and are there to stay with our parents to help our grandfather after his wife’s passing. No one from IHG offered to help us until I had to beg for compensation, more points, or any help with finding a hotel. They said the only option was to use our points was at a hotel over 10 miles in downtown, with no car. After this call we had to pay $500 to stay in a Marriott across the way. The next day I tried calling the hotel (per customer services directions) to receive a refund on our $20 “no show” fee that the hotel charged us. After talking with Crystal the manager she firsts mocks me saying she had to tell me this “20,000 times” even though I only talked to her for 2 minutes at check in. I ask her to contact customer service with me since they told me to call her and she said no she is busy. I then call customer service and explain the situation. The representative contacts Crystal about the refund. As we check the credit card statement per customer services request we see a new pending charge of $205 dollars after my phone call with Crystal. She decided to charge us another fee after I talked to her. I should also mention that our parents were staying at this hotel and asked to extend their stay, to which the front desk said yes. However, a few hours later the manager said they were fully booked, suspicious the rooms were booked after my phone call with her and after the front desk said they had rooms…IHG has done nothing to help resolve our horrible experience. According to customer service it’s up to the hotel to cancel reservations at will and not notify anyone? How is that ok? We are completely disappointed with the robotic customer service representatives, horrible hotel management, and lack of care this corporation has for their customers. Will never stay or recommend this chain…wish we could cash out our 100,000 points for another hotel.

Horrible service DO NOT STAY HERR Went to use the computer they have for guests to print a report for work. The printer did not have any paper. I asked the girl at the Front Desk for more paper for the printer. She acted like she was looking, but for some reason did not want to give me any. I asked for paper from the printer she uses and she said, why don't u email it to me. I emailed the report to her and she printed it. She printed on both sides without asking me. I asked her if she could reprint just the even pages. She refused. I asked her to call her manager to find out where the paper was. She claimed the manager told her not to reprint. I said I'll just have them print it in the morning. She tells me that won't happen. I said I'm sure they will. She then says no they won't. Now she's raising her voice and she tells me to leave the hotel. Seriously. Because u reuse to reprint my report. I told her I would report her to IHG. She was like, I really don't care. Repugnant. Rude. Disrespectful. Ignorant. Boorish. Take the IHG name off this building. They do not deserve it.

Not Staying Here Terrible experience. First room TB wouldn’t work and the desk clerk couldn’t get it to work. Moved us to another room, tv wouldn’t work there either. In both rooms, DirectTV remote wouldn’t work with TV. No in-room coffee makers. You have to request one. We are regular customers of Holiday Inn Express because we get used to consistency. This particular location failed us.

Never Again Holiday INN or any IHG properties This hotel and IHG customer service are terrible at best. Neither party takes any responsibility for the IHG phone APP. After cancelling a reservation and receiving a confirmation email that my reservation was cancelled this hotel still billed my for a 2 day stay. The IHG APP told me that I still had 4 day to cancel before the billing would not be refundable. After reaching out numerous time both to IHG and the East Lansing Holiday INN Express I was told to go pound sand. They did take the time to Thank me for being a Platinum Elite customer since 1987 though. Quite humorous actually. In the end, I took a large Finacial hit. NEVER AGAIN HOLIDAY INN EXPRESS EAST LANSING, OR ANY IHG PROPERTIES GOING FORWARD. There are way better choices and I wish I would have not been brand loyal as long as I was. IT DOES NOT MATTER TO THEM.

Pretty average stay all around. Pretty average stay all around. This hotel is off the beaten path so it is quiet...and a little hard to find...thought the phone was wrong since it's hidden behind a corporate building. Seemingly secure. Well lit lot. Room was fairly clean. Bed was comfortable. Because of the quiet location and quiet guests, sleep was pretty easy. Breakfast was not quite as well stocked as most HIE I've stayed at but it was adequate. Fairly expensive but all hotels in the Lansing/East Lansing area have pretty high rates. Nothing exceptional and nothing awful.