Home2 Suites by Hilton Grand Rapids Airport
🏨 Hotels & Travel · Grand Rapids
total experiences
replied on google
Most reported issues
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Experiences
Hotel staff failed to assist after multiple vehicle break-ins occurred.
Front desk staff member harasses and corrects guests
Business reply on Google
Thanks for the awesome 5 star review! We are thrilled that you enjoyed your stay with us. We'd love to welcome you back next time you're in Grand Rapids.
Staff were unfriendly and refused to refund a canceled room charge.
Business reply on Google
Hello Lou - We are sorry we did not provide the superior experience we are known for. We take customer service seriously and would love to learn more about your room and stay. Please contact us directly at https://help.hilton.com/s/contactsupport or call (616) 464-1500 so we can ensure your concerns are properly addressed by our team.
Poor customer service staff reported by previous guests.
Front desk staff member was rude and accused guest of theft.
Business reply on Google
Thank you for taking the time to share your experience. While we’re glad to hear you found the hotel to be a good value overall, I sincerely apologize for the interaction you had with our front desk associate on the evening of 5/9. The way your purchase inquiry was handled was not appropriate and does not reflect the level of hospitality and professionalism we expect from our team. You were absolutely right that there were far more courteous ways to verify the room charge, and we appreciate you bringing this to our attention. Please know this matter will be addressed directly with the employee involved so that interactions with our guests are handled respectfully and professionally moving forward. We value your feedback and hope to have the opportunity to provide you with a better experience in the future.
Staff member was unprofessional and refused to assist with check-in.
Business reply on Google
Hi Sifa, we're sorry to hear about your experience while checking-in. We strive to provide top-notch service and hospitality for all of our guests. Rest assured we are looking into the issue to ensure it is addressed appropriately. Could you please reach out to https://help.hilton.com/s/contactsupport or call (616) 464-1500 so we can discuss this with you further? Thank you for bringing this to our attention, and we hope to welcome you back in the future.
hotel refused to refund charges despite providing requested documentation
Business reply on Google
Hello Justina, we're sorry to hear about the challenges you faced with your reservation and the subsequent interactions. We are currently looking into the issue regarding the charges and the communication with Delta. Thank you for being a longtime Hilton member; your loyalty is greatly appreciated. Please reach out to us at https://help.hilton.com/s/contactsupport or call our team at (616) 464-1500 so we can connect with you. We value your feedback and hope to resolve this matter to your satisfaction.
Hotel staff were rude and falsely accused guests of room damage.
Manager was argumentative and threatened retaliation after a service complaint.
Room was not ready at check-in and staff were rude.
Business reply on Google
Hello Jessica - We're sorry about the issues you had while you were with us. We understand your concerns regarding our service and your check-in. Please reach out to us at https://help.hilton.com/s/contactsupport or call our team at (616) 464-1500 so we can look into this further. Thanks for taking the time to share your feedback.
hotel room lacked curtains and staff failed to provide timely assistance
Business reply on Google
Hi Srikar - We're very sorry to hear about your experience with our team and the issue with your room. We value our guests and strive to deliver the best service and accommodations possible, so we're disappointed we missed the mark. Please reach out to us at https://help.hilton.com/s/contactsupport or call our team at (616) 464-1500 so we can look into this further. Thanks for bringing this to our attention.
Misleading parking fees and failure to provide scheduled shuttle service.
Staff entered guest room without permission and management failed to follow-up.
Staff member entered guest room without authorization or prior notice
unsanitary room conditions and unprofessional housekeeping staff behavior
Business reply on Google
Hello Brittney - We always strive to deliver a relaxing, comfortable experience to our guests, but it sounds like we missed the mark during your stay with us. We'll be sure to share your comments with our housekeeping team and use them as a training opportunity. Please reach out to us at https://help.hilton.com/s/contactsupport if you would like to discuss this further. Thanks for taking the time to share your feedback.
Hotel gave away reserved room and provided poor customer service
Business reply on Google
Hello Bernadette - We appreciate your positive note regarding your room, but we're sorry about the issues you had with your reservation and our service. We would like to have the opportunity to investigate this further and ask you to reach us at https://help.hilton.com/s/contactsupport or (616) 464-1500 so we can connect with you. Thanks for taking the time to share your feedback, and we look forward to hearing from you.
hotel failed to provide housekeeping services during a weeklong stay
Business reply on Google
We hate to let you down, Mayra. We strive to deliver a relaxing, comfortable experience to our guests, but it sounds like we missed the mark during your stay with us. Please contact us at https://help.hilton.com/s/contactsupport or call our team at (616) 464-1500 so we can look into this further. Thanks for taking the time to share your feedback.
The hotel charged an exorbitant fee and threatened police involvement.
Staff was argumentative and disrespectful regarding breakfast service issues.
Business reply on Google
Hi Angela, thank you for choosing Home2 Suites for your family reunion and for being a loyal Hilton Honors member. We appreciate your feedback and apologize for any inconvenience you experienced during your stay. We understand that the location and the curtain design were not to your liking. We are sorry for the issues you encountered with the breakfast buffet and the interaction with our staff member. Rest assured, we take your concerns seriously and will address them with our team. We value your feedback and hope to have the opportunity to provide you with a better experience in the future. Thank you for bringing this to our attention.
Room amenities malfunctioned and breakfast options were depleted.
Business reply on Google
Hi Kerri F, we apologize for the issues you experienced during your stay at our Home2 Suites. We understand your frustration with the thermostat and the AC fan noise, as well as the TV and lukewarm shower. We also apologize for the inconvenience caused by the exterior lights shining through the shades. Your comfort and sleep quality are important to us, and we will address these concerns with our team. Regarding breakfast, we apologize for the limited options available during your visit. We strive to provide a satisfying breakfast experience for all our guests, and we will work to ensure this doesn't happen again. Please reach out to us at https://help.hilton.com/s/contactsupport so that we can look into this further. We value your feedback and would like to make things right. Thank you for choosing Home2 Suites. We hope to have the opportunity to welcome you back for a better stay in the future.