Holiday Inn Express & Suites Chicago South Lansing - Hotel in Lansing - 2323 172nd St, USA

I booked 4 rooms for drivers on 7/23/24 arriving 8/11/24 and checking out 8/12/24. There was a change in the itinerary with my clients and there was a need to change the dates of arrival/departure for my drivers. I spoke to Brittany on 8/9/24 to make this change and it was confirmed all 4 rooms would be available arriving on 8/10/24 and it would be a late arrival. On 8/10/24, Heather called me several times concerning the reservation. The 1st call was to inform me there would only be 3 rooms with double beds available because for some reason they oversold rooms so they will upgrade the 4th room to a King Suite with pull out sofa. I informed Heather that would be fine. She then called me to inform they had not received the Credit Card Authorization form for payment of these rooms. The completed form was sent over right away. Indeed my driver did arrive late for several reasons (7:30am-8/11/24) only to be told the rooms were cancelled. This caused my drivers to continue a drive from Worthington, MN to Indianapolis in which they were to switch with other drivers in Lansing,IL and take down time at this location. When the drivers arrived they were told the reservation had been cancelled, I received notification from my Accounting Dept informing we were charged a "No Show Fee". I called the hotel to inquire about this fee and was told indeed the rooms were cancelled and we were accessed a "No Show Fee". I spoke to Ms Patel that claims to be the General Manager there. I was also informed the rooms were cancelled at 4am when they did their nightly audits and the rooms were rented to Walk In customers. So let me get this right.....You cancelled my reservation at 4am with a "No Show Fee" and turned around immediately and allowed someone to walk in off the street and get the rooms I reserved and you cancelled. So you got revenue twice for the same rooms. Not only was this double dipping but the so called General Manager is a very nasty and rude person. We asked for the cooperate number and she told us there was no one else we could talk to because she was the Manager and she made the decision and it stands. Well she was correct about that apparently. We filed a claim, received a claim number and today I was informed we would not receive a refund for the "No Show Fee". I am a Diamond Club member and use IHG locations across the Midwest and have never had a problem with late arrivals being honored and reservations cancelled. If a Diamond Club member is treated like this, I can only imagine how a regular customer is treated at this location. I will NEVER book at this hotel again and I will also discourage anyone coming to that area to not utilize this location. Also, the so called General Manager- Ms Patel need some Customer Service refresher classes or step away for the career path of communicating with the public.

I had an accident, and after I reported it and submit a claim, the two women (both older) at the front desk would not even speak to me. They did, however, whisper about me as I walked through the lobby. There was a younger woman at the front desk who was always pleasant helpful and lovely. I was also informed that they only use water to clean the tubs! Meaning the tubs are NOT clean! If I could give a negative star rating, I would.

My stay here was not at all acceptable. We got there at 3:00 and weren't able to get into our rooms until about 30-45 mins later due to them only having one house keeper. The ladies at the front desk were not polite at all and were short with us at times. My mom's room sheets were dirty and had to be replaced. In my room the water was up to our ankles when taking a shower.

This hotel was comfortable clean and quiet. Overall would recommend this property. unfortunately the deadbolt did not line up so would not work felt a little unsafe |Clock and outlet by clock did not work,so phone did not get charged. Breakfast was good. Wish bananas and regular yogurt were available but there was bacon.

I have all good things to say about this hotel. When I tell you that the staff there is excellent and attentive, you will never find another staff better than this one. My room was 416! Cleaning was as on point! Anytime, I asked for extra anything such as towels, directions, recommendations for restaurants just overall help, the staff assisted with my needs!! This particular hotel will always have my business. I stayed there approximately 10-12 weeks and never had any problems nor complaints.

Positive: The room was pleasantly quiet, especially for Friday night. Comfortable, and exactly what we expect from a Holiday Inn Express. Breakfast was great with many hot choices, such as omelettes, sausage, biscuits/gravy, oatmeal, pancakes, etc. Negative: The bed was overly firm, but did not affect our sleep. Definitely noticed little food droppings around baseboards, but not horrible. Negative: ""

The rod for the shower curtain was damaged and it looked like a 5 year old tried to fix it. So it doesn't stay closed and the floor gets all wet. Took me a minute to realize that two of the outlets didn't work. Ice machine not working on any floor except 1 and signs to find it are nonexistent. The kicker want you to join a club for discounts and the club prices on line are higher than the non club prices. There are better, cheaper places to stay. I won't be coming back. And looking at my pics, the thermo stat didnt work either.

This is the worst hotel ever!!!! I don’t recommend anyone stay here. The Manager Diane is very rude and does not show appreciation for the guests. Not the type of person I would want to run my hotel. She admitted this hotel has housekeeping issues and the rooms are barely cleaned which was my issue with this stay. The bathrooms have dried piss on the toilets, and the rooms smell like urine. I was told I would be refunded for my stay either by points or cash and I said I wanted my money back after I spoke to Priceline to be sure the refund would go smoothly since this was non refundable. She then told Priceline that she can’t refund the room after promising a refund to me. I called back to speak with Diane boss she told me that the owner does not talk to guest and she is the only person you can talk to. She said she was not refunding me because I booked through Priceline which Priceline had agreed to refund me for the night when the hotel sends the refund. Now I’m just getting that I can only be refunded points because the Owner said no refund when I was already told I’d be refunded. After asking Diane to have the owner call me a few times she said I’m not dealing with this and hung up. I will never visit this location again I encourage you to find a better place for your family. One where you will be treated right as a paying customer.