Holiday Inn Express & Suites Gaylord by IHG

Reviews

• AB

  Anthony L Byrd

  4 days ago
  3.0
  Excellent location! I don't now where to start with my concerns. Okay 1st of all the elevators was not working. I explained to the front desk associate that I had hand surgery the day before and I couldn't carry my luggage up stairs. Therefore I requested to be moved to the 1st floor. He said that he couldn't change my room. The associate could have offered to help with my luggage but didn't offer any assistance. Number 2 my room had a chaise sofa which have stains of food or some other substance. Number 3 my room entry door looks as if was sprung there is a large gap between the locking mechanism and the door jam. Which could make your guest feel unsafe!
• DR

  Darius Rudis

  Dec 29, 2025
  5.0
  Very accommodating help, clean, and just awesome people.
• TM

  The Marshall

  Dec 5, 2025
  1.0
  I’ve been reaching out to IHG corporate for months now. Without any response, I figured I would finally share my horrible experience at Holiday Inn Express - Gaylord, MI. Upon entering our room on the second floor (Room # 232). We noticed the carpet felt uneven. After we started to unpack, my fiancé literally almost sprain her ankle walking on the carpet in front of the tv. After examining it, I noticed one of the carpet tiles was completely loosened to where you could pick it up off of the floor. I set it back down, and started recording to show the front desk receptionist how deep the “pot hole” was. As seen in my video, I barely pressed down with my foot and the floor gave way underneath me. I fell into the hole up to my knee. My foot and leg were covered with particle board, dry wall and insulation. I pulled my leg out of the hole, took a few pictures and went down to talk to the receptionist Krystal. She was genuinely empathetic, kind and helpful and even gave us a bunch of “Holiday Inn Points” to try and make up for the incident. She asked if I needed an ambulance. I told her "no, I should be ok" I filled out an incident report. Then she transferred us to a “better” room on the 3rd floor above the hotel entrance (even scarier.) After entering that room, we instantly noticed there were no curtains and the lights from the parking lot were practically spot lighting us. Also, it was a connecting room and the neighbors were being extremely loud. We packed back up for a second time, went to the lobby and asked if there was anything else available. We finally settled on a room on the first floor (Thank God.) I wanted a copy of the incident report, so I went to the lobby to ask about one. Krystal’s shift was over so Cody was on night duty that evening. Unfortunately the managers office was locked for the night. He said to just come back in the morning when the manager Tricia will be on duty. I went back to my room and not long after that, my hip and thigh were starting to ache from the fall into the hole. I went to Gaylord - urgent care after I woke up the next morning. The doctor took x-rays. Nothing was broken, but he said I did sprain my leg and hip pretty bad. Which still is still giving me problems TO THIS DAY. I talked with manager Tricia after my visit with the doctor. I asked for a copy of my incident report that I filled out the night before. She refused to give it to me at first, saying it was confidential. Which is weird because I LITERALLY wrote all the information on the paperwork in pen. I told her I wasn’t leaving until I received a copy of my incident report. She mentioned I could have the pictures and videos that I emailed them the night before… Why would I need copies of the originals I already own? Anyways, she called and talked with someone from corporate and I left with a copy of my incident report. Unfortunately, I wasn’t able to drive home (6 hours away.) So we had to stay another night at a different hotel. Im honestly shooken up about the whole situation. Im hesitant about staying on higher floor levels now. I had to stay an extra night, bought extra food, had to visit the doctors and I am missing a day or two of work. Which I loss wages, tips, doctors copay and PTO because of this incident. Not to mention the PTSD I’m going to have from this. I highly doubt that I will EVER receive compensation for this incident from IHG or Holiday Inn Express. Maybe I should contact the local news and Better Business Bureau to do a story on this establishment? 🤷‍♂️ Food for thought, what if I had fallen ALL the way through the floor? What if it were an elderly person instead of me, could they have gotten out of the hole by themselves? What if I fell onto someone else on the first floor? Do your family and yourself a favor and avoid this place at ALL costs!! It will more than likely cost you more than just money. Could potentially cost you peace of mind, your health, honestly possibly your life.
• BB

  Boo

  Nov 27, 2025
  1.0
  My experience at this hotel was completely unacceptable. The front desk agent—Jessica, as I understand her name to be—was entirely absent for at least 15 minutes on two separate occasions. Both times I finally found her, she was either on her personal phone or in the breakfast area chatting with another employee instead of doing her job. I should never have to go searching for staff just to receive basic service. What made this even more appalling was the attitude I received from both of them. Their dismissive, irritated demeanor made it clear they felt I was interrupting their personal time, which is outrageous considering they were on the clock. This level of disrespect and unprofessionalism is absolutely disgraceful. This experience ruined my entire stay. I will never return to this property, and I will strongly advise everyone I know to avoid it as well. No guest should ever be treated this way.
• LH

  Luke Hill

  Nov 19, 2025
  5.0
  I loved staying here we had so much fun at the pool the staff was SOO nice I loved how welcoming and kind they were the pool was immaculate the water was crystal clear and it’s a salt water pool!! It felt so refreshing and the room was perfect I loved staying here I will definitely stay again

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