from Lockport, Illinois
Submitted on 08-29-2016
My interest in the Holiday Inn Express Grand Rapids South started over a year ago (August 2015). My family stopped by while on vacation to check out the place, especially the splash pad. Matt was working the front desk and was very personable. He took me on a personal tour to a suite that I was interested in possibly booking the following year (August 2016). Next, he showed me the splash pad (what else can I say, GREAT for the kids and adults). Matt even mentioned that we could try out the splas...
My interest in the Holiday Inn Express Grand Rapids South started over a year ago (August 2015). My family stopped by while on vacation to check out the place, especially the splash pad. Matt was working the front desk and was very personable. He took me on a personal tour to a suite that I was interested in possibly booking the following year (August 2016). Next, he showed me the splash pad (what else can I say, GREAT for the kids and adults). Matt even mentioned that we could try out the splash pad that afternoon for a fee, which we did. A few hours later, we were headed out the door and asked the front desk about local restaurant recommendations. A completed list was supplied to us. Both Matt and Yonnie (head of housekeeping) gave us many suggestions off that list. An hour later, our twin 3 year old boys were asleep at the restaurant table (exhausted from the splash pad). After that whole afternoon experience, I did not hesitate. I booked a week for August 2016, plus 2 additional rooms that family would be staying in over the weekend. What really surprised me was that when I called the front desk, the General Manager, Vanessa, answered and took care of the booking personally. Now that is customer service from the top!
Fast forward to August 2016, Kaylee was working the front desk and checked us in. Just like Matt did the previous year, Kaylee was very personable and informed me that the room was not cleaned yet because they were short staffed. It was well after early check in-time, but things do happen and I accepted it. My wife and our twin boys were able to go to the splash pad right away, while I waited with our luggage. An hour later, the room was done and was very clean (even every popcorn crumb that was left from the previous room occupants). That night all the beds were very comfortable including the 2 hide-a-beds in the couches for our twin boys.
The next morning, Ana had the breakfast ready. Oh boy, you will not go hungry! Both boys took to the pancakes. The famous cinnamon rolls were out for a few days, but they accommodated with other options. My one son, Hunter, loved the bacon and would give Ana a big hug everyday. My other son, Chance, loved the fish tank in the breakfast area. Both boys would talk to the fishes and give my wife and I a little time to enjoy our breakfast in peace. Later on in the morning, I asked the front desk that a few items be looked at in our room including the internet signal, the A/C in our king room and the TV in the family room. That evening, we noticed that the A/C was fine, but the internet and TV was still having issues. I talked to Jackie at the front desk and she helped as best she could to solve the internet, but the TV would have to be solved the next day.
The next morning, I inquired about the internet and TV and the General Manager, Vanessa, informed me that they had a very bad storm three weeks earlier and was trying to work out the problem(s) with Direct TV. I appreciated the explanation and was not given the run around, but I needed a TV for our twin boys at night. Vanessa did offer me a DVD player with movies and I graciously accepted. Returning that evening, I was informed by Kaylee and Ben working the front desk that our room had been changed to accommodate our issues. I was totally shocked that they went to great lengths to help make our week stay more enjoyable. Speaking of enjoyable, Ellen (the youngest of the front desk staff) was extremely helpful at ideas for us to take our twin boys to around the area. My wife and I were very pleased with her recommendation (Boulder Ridge Wild Animal Park). The boys had a blast feeding the giraffes and camels, plus riding the half school bus tour and train!
Check out day came to soon. Ben handed me my bill (after I requested one) and said, "See you next year?" Of course, I replied "Definitely!"
Holiday Inn Express Grand Rapids South staff is now a part of our extended family. They absolutely make sure that your stay is comfortable and that you leave there with a wonderful memory, including a good night sleep and a big breakfast. My family has already booked for 2017. Same location with the same people. You should too!
Chris, Katie, Chance & Hunter