Holiday Inn Express & Suites Muskegon - Grand Haven by IHG

Reviews

• NS

  Nadia Stohrer

  Feb 23, 2026
  1.0
  My recent stay at this hotel was very disappointing. The front desk staff were rude and unprofessional from the moment we arrived. They interacted inappropriately with children in our group without speaking to the parents, which made us uncomfortable. There were no warnings or attempts to resolve issues before the staff called the police on another family and demanded they leave the property. This response was extreme and unnecessary. Hotels should feel like a safe place for families to relax and allow their kids to spend time together without feeling like they are being watched, followed or accused of doing something wrong. Our children were simply going between family members’ rooms during the early afternoon, well before any quiet hours. We were polite and attempted to engage in conversation to understand any concerns, but we were dismissed, talked over and threatened instead of treated with basic courtesy. The entire experience was unsettling and not at all what families should expect when traveling together. I do not recommend this hotel for families, especially those traveling with youth sports teams. There are better options in the area that understand how to support group and family stays.
• JM

  Junk mail

  Feb 21, 2026
  1.0
  Wow wow wow! This has been the worst weekend hotel ever! Came here with out soccer team and got a phone call telling us we were being to loud and this was our only warning. We had just arrived and checked in and were unpacking! I had 1 child with me and my husband. I asked if they had the wrong room and they said no they had the correct one! I went down stairs to try and sort out what the problem was and the girl just was rude and didn’t want to talk. She told me that this was the correct room. Other families were in the lobby a hockey team and they said they got the same call and the girl always had someone escorted out by the police! WOW! I guess it is Muskegon! Our soccer team will not be staying here ever again! While in the lobby I witnessed the girl roll her eyes as people came in and turn to her co worker older male and they proceeded to talk about the guests. I am so glad we were here just for one night. Fingers crossed we don’t get kicked out! (Hence the hiding of my name!)
• SS

  satori smith

  Feb 21, 2026
  1.0
  Our experience was deeply concerning due to the conduct of the front desk staff member on duty. She was dismissive and unwilling to engage in basic conversation with adults who were calmly asking questions.Instead of addressing concerns directly, multiple guests were met with accusations, refusal to even listen and instead would talk over people and then threaten to cancel their reservation. I also underheard the same staff speaking negatively about guests (even ones just checking in);within earshot of the common area, which created an uncomfortable and unprofessional environment. When questions were raised, law enforcement was called to escort guests out rather than attempting any direct communication or de-escalation. The staff member did not approach, speak with, or attempt to resolve concerns with any of the guests prior to that action, and left the premises before officers arrived. This reflects a serious breakdown in customer service, conflict resolution, and management oversight. Guests should not fear being removed without communication or explanation. I strongly encourage leadership to review this incident and implement appropriate training and accountability. Update : I just witnessed the night counter person follow a group of minor children, corner them after he thought I was gone and then threaten to call the cops on them for not having an adult while walking the halls. He said the parents should know better than to let them walk the halls. When there are 25+ parents on the lobby why are you not addressing the concerns with the adults and instead intimidating children? This is highly inappropriate behavior in any situation, especially when the kids were walking, being respectful, and absolutely terrified by this random adult. I absolutely will never stay on this property again and I hope there is a indepth review of the staff. Update: Female staff member who was extremely rude to many guests came in the pool area at 8:30 and told them the kids had to be quiet while swimming.... 0/10
• KW

  Kristin Whitten

  Feb 21, 2026
  1.0
  Run, don't walk to a different hotel! This hotel lacks the understanding that they are indeed in the HOSPITALITY INDUSTRY. Eye-rolling at guests when checking in or calling the authorities on an innocent family really is not hospitality. The complete absence of professionalism that was witnessed by DOZENS of families in town for our children's hockey tournament was truly gross. Front desk staff spent countless hours harrassing families for unruly children, that were in fact not where staff was claiming they were. Hotel guests were sent threatening messages of possible termination of their bookings, and the front desk staff went as far too call the POLICE in order to supervise an innocent family pack their luggage and vacate the premises. That is unacceptable. Absolutely unacceptable. Big mistake. As a parent in a youth hockey league that will continually need a hotel when in town, I will be booking anywhere else.
• ST

  Stephanie Taylor

  Feb 21, 2026
  1.0
  Stayed here for a sports tournament in the area with many other team. The staff was grouchy and rude and had made up rules such as: you can’t go in other peoples rooms. Called multiple people and told them they were being loud when no one was loud. We were not even at the hotel at that time. Didn’t like that families were hanging out in the lobby together as a team. The staff was rude to people speaking to them. It was majorly disappointing. We have have stayed at hotels for tournaments this last season a lot and have never been treated this way. We won’t be using this hotel as an organization again. Thats multiple team groups from all over Grand Rapids that they yelled at. We all talk. Update: wow. It got even worse. They made a lady leave with a police escort saying she was being loud. I was there at the table hanging out for a few hours between games and all she did was complain the staff was rude to management she was never loud. They said the other teams was also loud. The staff lied so much. I witnessed the younger AA girl roll her eyes and turn and talk bad about a soccer family checking in. Checking in! They had just got there. She did this to multiple families checking in. Do NOT stay at this hotel. Our hockey organization will be black listing this hotel for events!!! I suggest you do the same!