Holiday Inn Express & Suites New Buffalo, MI by IHG

Great staff, good free breakfast, clean, well-located, shuttle available.

Staff was very helpful. When I had a question about the final bill at checkout, Marla, the morning clerk, took the time to research the problem and answered my question to my satisfaction. We were able to sit under the shade trees with our lawn chairs on a cool afternoon. The hotel was full on Friday and Saturday night but hallways were quiet and peaceful. Would definitely recommend this hotel.

The hotel overall is very nice. However we had sofa sleeper for our son, the mattress was not in good shape at all and had several stains on the underside. The floor hadn’t been vacuumed either. Breakfast was palatable and fresh. The staff were kind.

When we first got there, our toilet wouldn't flush in our room and the fridge was full of ice and needed to be defrosted. We said something to the front desk (I tried to call but there was no answer so I went down, apparently the phone didn't work). I was told they would switch our room, I told them ok that's fine, we packed our stuff and went down a flight of stairs to our new room which we had no problem with. I went to turn in the keys to our first room and I was then told that we wouldn't be able to stay in the room the whole time of our stay and we would either have to move the next day or that day. I was informed that they have a "tower suite" that me, my other guest and my daughter could stay in comfortably. I said ok, let me go talk to my other guest. I walked down the hall, talked to her and came back in less than two minutes because our phone didn't work, and I was then informed that the manager called the front desk (the front desk phone all of a sudden worked) and said that we couldn't have that room because it was too expensive but we were allowed free concessions as a way to say sorry, which was not honored, we had to still pay for them. We eventually got moved to a room with one bed and a sleeper sofa which was not usable because it had holes, was lumpy and was not clean, so my other guest had to sleep on the couch as is for 2 nights. Kids were allowed to be in the pool completely unsupervised and were jumping off the chairs into the pool.

The staff was friendly enough. They didn't necessarily knock my sock off, but what stood out for me was our door knob on the main door fell completely off! Someone came down to fix it right away, but it was put on backwards. It did work, but it just felt like not that great of quality place. No one offered any sort of compensation for the inconvenience that it may have caused. Luckily, we were able to get out momentarily so we could report it. I just hope it was fixed properly for the next guest.