Holiday Inn Express & Suites East Lansing, an IHG Hotel - Hotel in East Lansing - 2924 West Rd, USA

My family and I have stayed here twice in the past two months. The first time was for three nights and the second time just for the weekend. Everything is great. The staff and service are very good. Last time we lost a stuffed animal that is part of our family and we are asking for your help to see if we accidentally left it in the room. We thought we’d leave a picture of Zuri in case anyone recognizes her.

Positive: The staff was very nice, attentive & accommodating. The Breakfast was very nice. Common area is very nice. Bed & linen nice & soft. 24 hr Coffee is nice idea. Negative: One elevator for building is a challlenge, it is old & should be replaced. Hallway needs to be regular vacuumed. light over door flashed non stop, reported it, never replaced.Toilet was way too low! Are these up to code? Awful for a handicap person.

Follow up to my previous review. Basically they are stealing from customers. Once we returned from our horrible stay we were charged yet again! We contacted corporate who has been trying to reach the manager over the course of several weeks. Crystal stopped answering the phone when she saw who was on the line. Yesterday they were finally able to get a hold of her after someone else in corporate had spoke to her regarding the same issue with other customers. Crystal said she was sick of dealing with this issue and hung up on corporate! DO NOT STAY here, they are stealing from their customers!

We had to ask for kleenex in our bathroom. The box spring mattress was all torn up and ragged looking. I can't believe they allow that!I'm not a fan of taking out the keurigs in the room. They have 24-hour coffee downstairs in the breakfast area, but I get up early and prefer my coffee in my pajamas in the room! We came in late in the evening and there weren't any cups for the 24-hour coffee. The front desk fella had to hunt for them. We usually stay here when I bring my husband down for riding the DALMAC. Might have to look elsewhere next year. Too bad cause this is a convenient location.

Horrible experience! We have stayed here several times the last few years but NEVER again! I am assuming ownership has changed or management but customer service is no longer important. We had issues booking the room and ended up having to pay twice because the room was put on a business credit card and when we changed the card information we had to pay the full price of the room as the cancellation fee even though we rebooked the room. When we contacted IHG group they were as shocked as we were that we were charged the entire price but they stated there was nothing that they could do. When we went to check into our room at 4:30 ( check in is at 3:00 ) we were told the room wasn't ready meanwhile the manager, Crystal, was in the dining area talking loud and unprofessional with another employee. Once we arrived to the room we pulled back the sheets on the bed only to find a used Q-tip so I am assuming they didn't do a very good job cleaning the room. The second morning of our stay we were woken up by Crystal letting herself into our room at 7:30! No knock, no housekeeping cart with her, nothing! She seemed surprised we were there which seemed strange. My husband went down to front desk and asked her why someone is coming into our room and she acted surprised and said she would look into it even though she was the one who came in! She then said she didn't show us as checked in and then two minutes later said she did! After reading other reviews it seems Crystal has a tendency to lie to customers. The only good thing I can say about this place is that the lady who handles the dining area is wonderful, maybe she should be manager.

On vacation with my husband and another couple. This hotel is wonderful. The rooms are spacious and very clean. Every staff member has been very friendly and helpful. Every one of them has said good morning or good evening and asked if we needed anything. Too notch!! Location is great. I highly recommend you stay here!

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.

Affordable hotel with free breakfast, which is always a plus. The woman who checked us in was very terse and seemed unhappy that someone came to speak to her. Things also could've been cleaner and more cared for; our room was in need of a good vacuum, the pool area didn't look the cleanest and had standing water in several areas, and the breakfast serving utensils were greasy every time I used them. The breakfast was just okay. The options didn't change the whole time we were there and consisted of overcooked eggs, overcooked biscuits and gravy, very crispy bacon, and watery oatmeal, along with other limited bakery items. Decent, but won't be staying here again.