Holiday Inn Grand Haven-Spring Lake

I have stayed at this hotel every time I come back to visit family and am never disappointed. The service at the front desk is always helpful and kind. The restaurant provides good food at a great price and the waitresses in the morning and the evening together with the multi tasking chef I look forward to breakfast and an evening drink when I get back. 5 stars! Good job everyone.

I gave a bad review so in turn I was Permanently banned. I was charged an additional $500. Because housekeeping found cigarette butts in the trash, so we were accused of smoking in the room . I explained that we smoked outside. And instead of throwing the cigarettes on the ground we brought them back into the room. I threw them in our trash. So My one night stay cost me seven hundred and fifty dollars period. I've traveled a lot in my career and I've never been treated so poorly and was completely devastated. I'm making the horrible choice of staying there. My family came from out of town and I suggested we stay there and rented seven rooms. Never again!

We stayed here one night and it was fabulous, Max, the assistant manager was extremely helpful, even trying to find an item I thought I had left in the room. The room was large, clean, and well equipped; great view from our balcony. There are two restaurants on site, an indoor and an outdoor pool, and a jacuzzi. We'll definitely stay there again the next time we are in the area. Max is a shining example of hospitality and how to make a guest feel welcome. Highly recommend!

I killed 25 spiders inside my room from 6:30pm-10:30am next day. (Max, the apparent Asst GM told me that this is just part of life, and they can't use pesticides to kill them. Why? There are plenty of safe pesticide options).

Not properly stocked with towels. Then being told no one is available to bring us towels, we need to come get them.

The fridge smelled so bad we couldn't put food in it.

The bathroom faucet is installed too close to the sink edge to wash hands without bumping your hands (I have small hands too) into the edge of the sink & getting water flowing onto the counter, which then flows onto the floor over & over (requiring more towels).

The tub wouldn't drain so I had to shower in gunk water at my legs the whole time.

The carpet was sticky & did not feel clean.

The room smelled very strong like scented cleaner upon walking in (which I'm super sensitive to and woke up coughing multiple times and my sinuses are still inflamed 2 days later). The Asst GM, Max, claimed this can't be because they use a safe type of cleaner and he is sure of this. (Invalidating my experience)

The screen on the balcony fell off multiple times. The pool & tiki bar below meant lots of screaming late at night. Not a great balcony experience, especially with the oodles of spiders & bugs out there (like, unimaginable amounts). I purchased the upgraded room for this view & balcony (a birthday treat for my sweetie) This was anything but the room experience advertised. NOT a 3 star experience whatsoever.

Then there was the interactions with Max (apparent Asst GM, and Megan, his employee). I am too exhausted from the multiple exchanges with them to give a full play-by-play, but my god...I've never experienced something like this before.

They put me through a maze of phone calls for literally 2.5hrs claiming they'd honor a refund and then never actually answering the phone to communicate with booking.com to do that, THEN revoking the offer of a refund because I had the audacity to complain that they were sending me on a day long back and forth call fiasco (after already having a botched stay).

Max and Megan both refused to provide the GM's email so I could submit my complain and I him, Brandon Tomlin.

Booking.com, after 3 reps tried calling multiple times each, stated they had never experienced something like this and that it is unacceptable to them. They're working to resolve things on their end now. They were deeply upset by what they heard and experienced.

Max, the apparent GM claimed it's ok, and my reviews don't matter because he'll be the one managing the reviews. He also said that anything I bring to the GM won't matter, because, for some reason, Max is the final say in anything - so interesting, since he is the ASST GM......I guess the GM doesn't handle things? He give everything to Max? I dont get it. But Megan, Max's front desk staff, said the same thing. That there's nothing to talk to Brandon Tomlin, the GM, about, as Max always has the final word.

And I was then told I'm harassing them (I was consistently talked over and hung up on 9 times) and that my only option at this point is to call the managing hotel group, IHG, that Holiday Inn Hotels is under. So, here I go, to spend more of my personal time doing that....

There are so many hotel out there. Great ones. That makes you feel taken care of and like your money is well-spent, and that IF there's an issue they gladly make it right and don't meet defensive and vindictive. I love Hyatt. I have had great experiences w/ Delta, Residence Inn, & Double Tree.

I've stayed and hotels regularly and hosted people (for business) at hotels regularly since 2010. I've booked countless reservations. I have NEVER had an experience so degrading, and upsetting. The culture being created at this hotel among the staff is shocking, and booking.com felt the same. I was even accused by Megan of being a "habitual refunder," simple because I was well aware of the refund process through a 3rd party (having hundreds of bookings, I've requested 4 refunds).

Staff is manipulative & abusive.

This is a very pretty and well maintained hotel. The staff was great! It is very well situated near the attractions.

I never write reviews but we had the most wonderful stay here. Our original plans to celebrate the holidays with extended family were disrupted by many family members coming down with the flu. The staff at the Holiday Inn went above and beyond for us!! They were accommodating, super kind to our kids, and helped turn a disappointing weekend into a festive hotel stay - including two meals at the cozy and family friendly, Burger Theory, and a swim in the pool and hot tub! We will absolutely stay here many more times. Special shout out to hotel manager, Max, who was truly caring and empathetic to our situation. If I could give more than 5 stars I would!

Second time in 4 months that I stated here. Both tines has incredible problems with the room heat

Room was 53 degrees when I checked in. It took 90 minutes(honestly) to get the heat up to 68. Very poor heating. Had other issue last time. That night, heat kept shutting off. Had to get site engineer up twice to get it right. They said it's eco friendly to keep unit off when not in room. But if you go to sleep , it will not sense movement and shit off in middle of night.

Clean hospitable front desk staff both times. If it's very cold out or for that matter very hot out, I'd question staying here

Clean big rooms and very friendly and accommodating staff. Love that it is on the water and close to the downtown area! We've booked this hotel several times.

This was an expensive experience for a neglected hotel. There was discarded chairs and pallets on the guest balconies in the parking lot. There was random lawn furniture on the grassy areas in the same parking lot and both of our nights there were people sitting in the furniture drinking as we were parking to unload our car. It was an uncomfortable situation. The phone in our room didn't work when we tried to call for assistance. There were no pool towels and I spent 20 minutes trying to get any towels from the front desk. I was told to find the employee who had just left the front desk to go get a cart to clean guest rooms that weren't cleaned during the day. This was 9:00 at night and there were angry guests at the desk before me. The hot tub smelled bad and the pools were older and it wasn't a good experience. The outside deck area and lobby was beautiful. The river setting was peaceful but the property was a serious disappointment. The guest hallways were neglected with worn carpet. They had converted guests rooms on the first floor to laundry areas and the curtains were open to the parking lot showing a room full of garbage and very unkept. A vent above this room that was immediately next to the guest entrance was emitting a smell of garbage or something foul. There seemed to not be enough employees to keep the spaces up. I would never return to this property. We spent $600 for a 2 night stay and we're very disappointed.

This used to be a great place to stay. Our recent stay was terrible. Our room was musty and damp, wasn't cleaned until 5pm, room temperature was impossible to control.
We tried to order a drink from the bar and was told their blender has been broke for weeks.
Pool was dirty and filled with bugs.Room was tiny. Curtain as broke. Shower liner was moldy.
Faucet would over flow in bathroom due to poor design. We asked for extra towels, which we never received. Our main door didn't close properly.
Don't waste your money.