Homewood Suites by Hilton Grand Rapids

Hotel was nice, but starting to show its age. The day we checked in and the night before, the hotel was sold out, and it showed. Service times lagged, housekeeping wasn't thorough and the pool was out of towels the entire time we were there. The hotel is located off 28th Street, which is convenient for shopping. It's only about a 15 minute drive to downtown. Overall, a nice hotel which was well located, but there are some signs of deferred maintenance. One thing that irritated me - I booked a King and was given a Queen.

Arrived Friday was asked to give credit card for incidental purposes (Assistant manager was helping). Wasn’t aware that I was going to be charged for my room AGAIN. Spoke with rep (Sat am) at front desk she can’t do anything; she doesn’t work at this hotel. Was asked to come back after 3pm the rep would be able to help me then. Came back after 3pm and that rep doesn’t work at this hotel either was told to try in the morning. Came back (3rd time) and that rep also doesn’t work for this hotel. Where is the staffing? Housekeeper told me that she was the closest to management I'd see on the weekend. Very, very POOR service. Call Manager Monday 715am and was told manager has not showed up for work yet. Sunday rep told me she would be in 7am. Called back around 945am and spoke with manager who apologized for everything and apparently refunded my card (hasn't showed up in the bank yet). Was also informed by the manager that anyone could have resolved my issue (lazy workers or improperly trained, you pick). Service at this hotel was LESS THAN satisfactory. This was mine and my wife's anniversary weekend and our money was TIED UP due to the assistant manager MISTAKE!! Wouldn’t recommend this hotel to my dog!!!

The hotel was beautiful, the rooms were very nice and the breakfast was delicious! Would definitely stay again!

The hotel was so short staffed, they had a shortage of towels. Our room had no towels on our arrival, no remote for the TV, and no sheets or blankets for the pull out couch. The workers were polite and tried to assist but were extremely short staffed. Garbage in hallways were constantly overflowing. Whole place needs a extreme deep cleaning. In a world were people need jobs you would think that Hilton would higher enough people to keep their establishments in tip top shape. Sad to think that the Hilton name no longer means a top notch corporation. Not sure if I would ever use a Hilton hotel again!!!!

My stay was wonderful and very comfortable, I’m looking forward to booking again soon