Quality Inn & Suites2.5 out of 5.0
Recent guest reviews
We came to Muskegon for a training. When we checked in Rudy was working the front desk. He was very pleasant and helped right away. After we got settled we had questions about our training room, Rudy was right there to answer our questions and assist us with a projector set up! The training room had clean linens on the tables and was a spacious and well lit room. We will come back here again for sure!
I originally wrote a review of this place back in July. There were events that occurred after it was published, so I had to old one removed and am writing this new one with the additional information at the end. Here's the original review: I've stayed here before and it's been mediocre in the past, so since I'm in the Choice Privileges program, I decided to stay here more for the points than anything. They made me regret that decision. They wanted $130 originally, but I used a discount to knock it down to $115. It was a rip off at half that price. Even before I checked in it was a pain and I should have taken that as a sign. I called the morning of check in to make sure I had a first floor room locked up. The desk worker I talked to could not have been more useless if she tried and refused to confirm me to a first floor room. Now I'm here for work, and I have to haul in coolers full of soil samples that weigh about 60 pounds each, and there is no elevator. I'm not going to drag it up and down the stairs each day. I did ultimately call back later and talked to someone who cared enough to help me out, so that issue was resolved. It shouldn't have taken two calls to do it. Then there was the check in. There's an office connected to the desk with a door, and when I arrived at 5:00 PM, there was no one at the desk and the door to the office was closed. After about five minutes, another guest walked by and said that the desk workers like to hide in the office and close the door so they can't be found readily. I ended up calling the hotel on the cell phone. This got someone out of the office. It then took another ten minutes to get checked in. I have no idea why that took so long. As far as the room, it needed some work. The shower curtain rod was torn partially loose, so it wouldn't close all the way and stayed open about a third of the way so water sprays out all over the bathroom. At least that was repaired the next day when it was reported to the desk. They got that right. The sink faucet would leak almost every time I turned in and leave puddles of water on the bathroom counter. I should have reported that, but I didn't do it. And I haven't seen a carpet in a room that filthy in a long time. My socks were literally black on the bottom within five minutes of putting on a clean pair. They might want to shampoo the carpets more than once a decade. The shower was the worst I've had in a while. The water temperature would drop about thirty degrees once every couple of minutes so I would have to stand at the end of the shower. It would take a minute to return to normal. When I brought this up to the desk staff, they claimed to have never heard of this. I'm not buying that for a second. Now I've stayed here before and reported this before. I can't be the only one to have experienced this. Then there was the housekeeping staff. This was terrible. After the first night, all they did was remove the used towels. They didn't take the garbage, restock the towels, make the bed, or restock the plastic cups. I did go to office to let them know and get towels to at least avoid being billed for missing towels. They made up the room after the second night but missed the bed on the third night, but at least they got the towels and garbage. Then there was the breakfast that they didn't get running on time. On the third day, I went down at 6:15 AM for the 6:00 breakfast and it wasn't even close to ready. The staff talked about a scheduling issue. Well, as far as that goes, I don't care about the why. Just deal with the problem. There were several other people in town for work that had sites or projects to get to, so it put a lot of people out. I had to do the quickest grab and go at 6:30 because I didn't have all day to wait for someone to do their job. Finally, there was the day when I checked out. A wet ceiling tile had come down in one of the entryways. I reported it at 6:30 AM to the desk. As of 7:30, it was not only still there, but no cones or barricades or anything were placed around it. Way to leave a trip hazard for over and hour. A photo of the downed tile is provided. The staff clearly doesn't care about their jobs, or their guests. And they charged $115 a night for this. The management should be ashamed of themselves for running this sort of operation. Next time I'm in Muskegon, I'll look elsewhere. I don't need the points that badly! Now, that was the original review. Since then, a couple of things have happened. First I did speak with Choice Hotels International about what happened, and was given 4,000 and a complaint resolution. At that point, I considered the matter settled, even though the manager tried to claim that the breakfast was never late, and that was completely untrue. About a week later, Brandon M posted an apology response and a phone number. He said that he wanted to speak to me personally about the matter, so for the sake of fairness, I should at least hear what he had to say. I called and got his voice mail, so I left my name, number, and stated that I was calling because of his response to the previous review. I didn't hear back, so I tried again a day or two later. Over the next three weeks, I left probably about ten messages, with no response whatsoever regarding a dialog that he initialed! Management trailing 101 teaches you not to do that. I doubt he was on vacation for three weeks, and if he was, he should have called back once he returned or at least updated his voicemail message. The only conclusion that I can come to was that his response was only meant to be seen by the public, and wasn't ever really meant to be acted on. It's not a surprise that the attitude at the hotel is as bad as it is when this is how the management conducts itself. That's alright, because I've found the Rodeway Inn only five minutes away, and they treated me a whole lot better than this. I'll never spend another penny at this place!
My wife and I stayed just one night. At checkin the staff were grumpy and unwelcoming. The room was good, and the bed comfortable. Breakfast was good, and we were shown how to use the waffle makers by helpful staff the following morning. Walmart is close by.
This was the best stay at a hotel that I have ever had! The staff was amazing with their hospitality and their passion for their guests was amazing Jonas was a SUPER gentleman while very curtious to a phone guest while I was waiting to check in Jonas was also very helpful to direct me to the nearest store for a bag of rice when my phone went swimming. Rudy the manager checked me in and he was also very helpful to answer all my questions. Justin was the night clerk he went above and beyond to talk to a hurting old man that had medical issues and couldn't sleep all night. The bed was heavenly the room was exceptionally clean and roomy. I will only stay at this hotel while I am in Muskegon because of the hospitality of the staff and in closing I will be telling friends and family about my fa-nominal experience.
For a Comfort Inn, this property is terribly disappointing! We paid extra for a pool view room, we received a video game room review :(. It was 10:30pm, hotel was booked, could not move to another room. Air unit was broken, we had to unplug the unit the warm the room up from freezing, hair dryer was broken (I'm sporting a nice little burn on my thumb), by the time we waited for the crowd to leave breakfast, everything was gone - except for some English muffins and pastries. The housekeeping staff comes into the hotel at 9:30-10am talking AND laughing loudly. I did alert the staff to the broken hair dryer and burn and received, "oh, I'm sorry,". It's too bad, this has all the makings for a great hotel: location, conference area, micros and fridge in room, breakfast in morning. Just too many glaring issues for my family to ever make a return trip.
I've stayed here several times recently. All the rooms are redone nicely, beds comfortable and surprisingly quiet seeing all the children. I was on business, but they have an indoor and outdoor pool game room in pool area. Lots of family stuff. Housekeeping is good, breakfast was good and the internet actually isn't bad. It's my new regular in the area.
Pro's- the staff were absolutely polite and helpful. Check in staff should be given a huge raise for the long hours and double shifts they are pulling. Long wait during check in process. Nice swimming areas Cons- room 104 smells like a mold culture lab. Staff moved us without any questions asked. Staff were exceptionally accommodating. Landscape is in deplorable shape. Massive weeds growing in front of windows, overgrown grass and shrubs everywhere. Lends itself to seedy appearance and displays lack of pride in your operation. Makes ine wonder what else is being skimped on. ' Furniture throughout the dining area needs desperately replaced, is stained and just looks yucky. Housekeeping staff left laundry bin just sitting in a public area outside, looks shoddy. Old water bottles left in room when we checked in. Staff didn't seem able to keep up with the breakfast crowd on weekday am. Bananas, fruits and cereals went unfilled during the breakfast hours. To the management of the hotel, you need to step up your game and get your place in shape. I'm concerned that Choice Hotels will soon drop you from their chain of facilities. If I had ability, Id give your facility a C-.
We had planned this getaway before our grandson went back to school. Hotel was situated close to our planned tours, restaurants, etc. It needs updated so badly. Carpets dirty, and stained, and as you come in to the hotel the entrance is so dusty. Pictures on the walls falling apart. Back door to hotel left open so people could come and go without keys. The breakfast was absolutely horrible. Only food you could eat were the muffins and rolls. The walls in the rooms were stained with who knows what. But they did have a friendly staff...and they did have an indoor and outdoor pool.
Pro: Great location Con: If they give you room 131, ask to move. It's right on the end and people coming in late, or leaving early, in addition to staff stepping out for a break- the door bangs shut, loudly. Pro: They have a decent gym. Con: When my daughter was on the treadmill running at 6 mph it suddenly stopped - dead stop. I mentioned it to the manager who never asked if my daughter was alright she just asked how old she was (21) Pro: They have breakfast Con: It's hit or miss on availability. The woman working was beyond nice, but one nice woman could not keep up with Sunday morning and tons of hungry people. Pro: Clean rooms, soft towels, comfy beds. Con: Of our 5 day stay, one day housekeeping missed us entirely. We had to go to the front desk and get towels. Pro: Nice pool area. Con: cracked ceilings, some staining on the carpet. A little TLC and it could be very nice.
Booking the room itself was a nightmare, on hold for several minutes. Booked as a part of a room block reserved for a wedding, when we got to the hotel they were overbooked by 5 ROOMS!!!! The person working at the time was no help at all, I asked several times how it could have happened and what he was going to do and just kept saying I don't know. Luckily we got the last room, but had to sleep 3 in a king size instead of the two queens like we booked. 4 rooms (10 people) had to find other options for the night with zero help or apology from the Comfort Inn...will NEVER stay there again. We all booked as part of the hotel block and were all sent confirmation, still no explanation or discount...
- Free buffet breakfast
- Free WiFi in rooms and public areas
- Free parking
Quality Inn & Suites is located within a 15-minute drive of Frauenthal Center for the Performing Arts and Muskegon Museum of Art. This 116-room hotel has conveniences like free breakfast, an outdoor pool, and an indoor pool. Lake Express Ferry Terminal and Michigan's Adventure are also within a 15-minute drive.
Free buffet breakfast is offered each morning. At the end of the day, relax with a drink at the bar/lounge.
Quality Inn & Suites's 116 rooms are air-conditioned and provide microwaves, refrigerators, and coffee makers. Guests can expect free WiFi and 32-inch LCD TVs with cable channels. Other standard amenities include free newspapers, hair dryers, and safes.
Quality Inn & Suites features an indoor pool, an outdoor pool, and a fitness center. Free parking is included with your stay. The 24-hour front desk has staff standing by to help with dry cleaning/laundry and securing valuables. Additional amenities include a spa tub, a sauna, and free WiFi in public areas.
Reviews from Trip Advisor
48% of guests recommend this hotelTotal of 222 reviews