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“Poor customer service but good room” 4 of 5 stars
Review of Holiday Inn Express Gaylord

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Holiday Inn Express Gaylord
2.5 of 5 Hotel   |   1201 West Main Street, Gaylord, MI 49735   |  
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Ranked #4 of 14 Hotels in Gaylord
Houston, Texas
Top Contributor
84 reviews 84 reviews
23 hotel reviews
Reviews in 21 cities Reviews in 21 cities
88 helpful votes 88 helpful votes
“Poor customer service but good room”
4 of 5 stars Reviewed July 19, 2012 via mobile

I was headed to mackinaw but it was etting dark so decided to stay in Gaylord at the holiday inn as I had seen rates under 100. Online from TA. I went in and had t o wait a few minutes as the young girl manning the desk was chatting away to her friend-a non-emplyee I might add. I asked for the best rate and she quoted a rate over 100. I asked for the AAA rate and was told they don't give them in summer. I have stayed at this hotel the summer before and had gotten a AAA rate so I mentioned that I could get a better rate online and she shrugged and said ok. I went out to the car and phoned the holiday inn 800 number and ended up saving about 15 dollars with the AAA discount. Made the reservation and went to eat before checking in. 40 minutes later I went to check in. Same friend was there chatting with desk clerk. Clerk said oh you went on line and I said yes AND got my AAA discount. I was very polite about the whole thing as I believe in good customer relations.but she just had no idea how to be courteous to customers. Room was in a new wing and very nice. Very clean and large. Would stay here again but call holiday inn reservations first. Great customer svc through the 800 number by the way.

  • Stayed July 2012
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 2 of 5 stars Service
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143 reviews from our community

Traveler rating
    43
    59
    29
    9
    3
See reviews for
45
35
10
27
Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (18)
Date | Rating
  • English first
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English first
Arizona
Top Contributor
69 reviews 69 reviews
30 hotel reviews
Reviews in 32 cities Reviews in 32 cities
31 helpful votes 31 helpful votes
3 of 5 stars Reviewed July 15, 2012

We often stay in HI Express on family trips, so I had an expectation based on experience that this HI Express did not live up to. The hotel was fine, no fatal flaws, but seemed to be an old hotel that has had some refurbishment, but not enough. We were in room 108 - beds were OK but sagged in middle. Desk chair was unusable. Room smelled like dirty laundry (and not just my family's!). Like many old hotels, the bathroom lacks an extractor fan, so the bathroom and the entire room become steamy and humid as soon as someone takes a shower. Location is convenient to a good family restaurant option - Ruby Tuesdays just down the road. The breakfast area was big enough to not be cramped. The hotel was fine for a night, and fair for the price, but if I am back in town I will check out other options in the price range.

  • Stayed July 2012, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Guest Relations Manager at Holiday Inn Express Gaylord, responded to this review, August 9, 2012
Dear ArizonaRock,

Thank you for taking time out of your busy day to leave us a candid review. I am pleased our convenient location and breakfast area suited you well. It is unfortunate that you were not satisfied with your stay due to the condition of the bathroom as well as the room. We work very hard to ensure our facilities and services are superior and we strive to be the best Holiday Inn around. It sounds like we fell below your expectations. Your review will be used to reconsider improvements needed and I hope that you can give us a chance to show what we have done.

We appreciate your loyalty and we hope to get a chance of hosting you again and show you how great our hotel is.

Sincerely,

Zelyn N
Case Manager
IHGCare
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Washington DC, District of Columbia
Senior Reviewer
10 reviews 10 reviews
3 hotel reviews
Reviews in 6 cities Reviews in 6 cities
15 helpful votes 15 helpful votes
4 of 5 stars Reviewed July 9, 2012

Comfy beds, reasonable price, clean and yay - had a fridge and pool! :)
Good pizza delivered from across the street at spicy bob's.

  • Stayed July 2012, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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Lansing, Michigan
Senior Contributor
29 reviews 29 reviews
4 hotel reviews
Reviews in 15 cities Reviews in 15 cities
24 helpful votes 24 helpful votes
4 of 5 stars Reviewed July 9, 2012

This hotel was clean and reasonably priced. We booked the corner jacuzzi room. It had a mini-fridge and was nicely sized. The pool area looked nice, but we did not use it. If you are looking for lodging on the way Up North, this hotel is clean and reasonably priced and very close to the highway. It is also close to a lot of other businesses/restaurants for easy access- Walmart, Bob Evans, Biggby Coffee, etc.

  • Stayed July 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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Michigan Center, Michigan
2 reviews
Reviews in 2 cities Reviews in 2 cities
5 of 5 stars Reviewed July 4, 2012

We stayed at the Holiday Inn Express Gaylord around Independence Day 2012. The hotel is very neat and tidy. Granite counter tops and bathroom floor and fine beddings were particularly appreciable. Paid about $100 per night for 2 queen beds, and found it to be excellent value for this hotel.

  • Stayed July 2012, traveled with family
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service
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Negaunee
Senior Reviewer
6 reviews 6 reviews
4 hotel reviews
Reviews in 6 cities Reviews in 6 cities
5 helpful votes 5 helpful votes
4 of 5 stars Reviewed June 28, 2012 via mobile

Had a good stay. 3rd summer in a row staying at this establishment.

Pros: clean rooms bathrooms, clean sheets, fridge in room, nice pool area. Good breakfast although seemed to have been scaled back a bit from previous years.

Cons: no microwave, poor wifi speed, sauna broke for 3rd year in a row.

  • Stayed June 2012
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Gaston
Senior Contributor
29 reviews 29 reviews
12 hotel reviews
Reviews in 17 cities Reviews in 17 cities
94 helpful votes 94 helpful votes
4 of 5 stars Reviewed June 23, 2012

My wife and I chose to stay in this hotel since the rates were a little more affordable than nearer Traverse Bay. The hotel was a little dated, but it was clean, fairly quiet, had a good breakfast, nice indoor pool and hot tub. The hotel said they had fresh baked cookies at the front desk, but they were only available Monday through Thursday. The also show they will deliver a newpaper to your door dail, but I had to go to the lobby to get the USA today and nothing was available on the weekend.

I had asked to see if a 1 Queen/King bed with sofa was available, but the clerk said you could only get the 1 bed option with a whirlpool tub. The room and bathroom was large along with an additional sink with large counter top in the room with large dorm style fridge. Plenty of pillows (8 total) to choose from on the two queen beds. We even had enough space to store our 2 bicycles in the room with plenty of room to pass by on the way to the window.

The hotel staff seemed nice and I would stay there again if the price was adjusted down to match the service, amenities, and facilities.

  • Stayed June 2012, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Holiday Inn Express Gaylord

Address: 1201 West Main Street, Gaylord, MI 49735
Phone Number:
Location: United States > Michigan > Otsego County > Gaylord
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Swimming Pool Wheelchair access
Hotel Style:
Ranked #4 of 14 Hotels in Gaylord
Price Range (Based on Average Rates): $
Hotel Class:2.5 star — Holiday Inn Express Gaylord 2.5*
Number of rooms: 92
Official Description (provided by the hotel):
Welcome to the Holiday Inn Express Hotel Gaylord, in Northern Michigan, 45 minutes from beautiful Mackinac Island and located on the 45th parallel Gaylord, Michigan. Guest rooms are equipped with refrigerators, free wired/wireless high-speed Internet access and a 27 cable television with HBO & voice mail. King rooms offer 32' HD LCD TVs with DVD players. Free DVD rentals are available at the front desk! We also offer Jacuzzi rooms. Enjoy the spectacular hot Smart Start breakfast and our indoor heated pool, hot tub, dry sauna and fitness center. Our 2 meeting rooms accommodate 6-50 people. For outdoor enthusiasts we are minutes to Treetops Golf Resorts, Boyne Mountain and Shanty Creek. Join us in Gaylords golf Mecca with 24 of Michigan finest golf courses.Upcoming events: Boyne Morel mushroom Festival, regional hockey playoffs, soccer tournament, and baseball camp, trout season is open! Guides available. Plenty of shopping and restaurants are located nearby as are Halliburton, Wal-Mart, Lowe s, Home Depot, Norandex, Georgia Pacific, Wolverine Power, Holland Dist. Gordon Foods , M-DOT, MIDNR, Nabisco, Reinhart, and the Ostego County Sportsplex. We are FEMA approved for all federal and state meetings. Stay Smart at the Holiday Inn Express Hotel Gaylord! ... more   less 
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Also Known As:
Holiday Inn Express Gaylord Hotel Gaylord
Holiday Inn Gaylord

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