Homewood Suites by Hilton Grand Rapids

In terms of room quality, service and ambiance, this Homewood Suites meets Hiltons exacting standards. Large suite with comfortable bed. Kitchen area, fireplace, plenty of pillows. All the things needed for a comfortable stay.
Where these guys drop the ball is the food. The breakfast is lousy, rubber eggs, some crappy turkey sausage, canned fruit, etc. The managers reception isn’t much better; one day they had dried up sliders, the next a shrimp stir fry that absolutely reeked, just awful food really.
Come and stay for the nice rooms and service, but plan to eat somewhere else.

Like the facility, like the accommodation, like the cabana area… Did not like being ignored by staff member, who lied to me. Visited with non for profit group. Sales person said we could be processed using outer tax-​free status, said it would not wipe out all taxes, we would still be responsible for occupancy tax, which is unavoidable. I said fine. All members of group checked out on a Sunday, when sales person not in. We were all charged tax. I called and called and finally sales person emailed me to say sorry, we had to pay as a group to get tax-​free processing. Huh? I was never told this. Every guest paid their own bill. I responded telling sales person, fine, we will take credits on our cards and pay as a group. Sales person has chosen to ignore me. Refuses to answer my email. Clearly has no intention of helping undue this issue. So aggravating and so unprofessional. And I have lost credibility with my group as i had told them we would be processed tax-​free.
UGH.
The front desk staff was ok, not super responsive, not super fast, but ok.

Nice place. You get a lot of room in the suite for the price. It’s in a great location. The salt water pool and whirlpool are nice. Complimentary wi-​fi keeps the kids happy. There’s a nice spread for breakfast. If you’re there Mon-​Thurs, there’s free dinner. Hot coffee is available in the lobby at all times. It’s clean and the service is great. Would recommend to anyone

New Years Eve at a hotel is a family tradition for our family. This year was wonderful. The staff is exceptional. Housekeeping, maintenance, front desk, and management were all super. The rooms had super comfortable mattresses, fluffy down like pillows, warm fireplace, fully functional kitchen, and were really clean and modern. They had a full breakfast, a dinner, and some appetizers. Top notch coffee available at all times. Although a little loud with all the kids, the pool and hot tub were the perfect temperature and very clean. They had adult only time later in the evening. Over all, we had a wonderful experience and plan to make it our place to stay for the holiday.

This is one of Homewood’s oldest yet it is in really good shape. It is very clean and well taken care of. Actually they are now in the process of renovating the entire place. Jamel welcomed us at the front desk and checked us in. He did a great job in covering everything we would need to know during our stay. He was very friendly and had a great smile. This location will be first on my list when I return to this area.

Very pleased with overall experience:
1. Customer service deserves a 5 star. David & BJ were great and made you feel welcome.
2. Overall clean facilities
3. Good breakfast, pool, outdoor basketball court, etc.
Only reason I didn’t give overall 5 star is the housekeeping didn’t show up on our two night stay.

I’ve stayed at this hotel several times. I don’t plan on staying here again. I just think that I have had enough. Until they refurbish the place, I’d just as soon find another place to stay in the same general area.
The check in process is terrific. The service is great. The folks are friendly. The process is fast and boom! I was on my way.
The rooms. In general, this property shows age. Now, a little age is to be expected. I get that. But, this time around, I’ve decided I can’t do it again. I mean, it wasn’t so awful I would change rooms (I was only there 3 nights) but awful enough that well, like I said … I would not stay here again. Case in point: Upon entering the room, I take a quick look around. The chair has worn spots on the arms (like where your hands would go). the chair and ottoman have seveal stains … from what, I have no idea. So, I thought … let me just go work at the table. The 2 chairs at the table were so stained with some kind of liquid it was disgusting. Scrapped that one and went back to the chair and ottoman! The sofa was sunk in that when you sat on it, the hard bar where it hits under your thigh was very umcomfortable … again, back to the chair and ottoman!
The bed, pillows, bath area are A+. The TVs — great flat screens, good sizes. The thing I have consistently noticed between Hilton properties and Marriott properties are the towels. the towels are better at Hilton. And believe me, I use to be a Marriott member for years!
Now, breakfast is really where I knew I couldn’t do this hotel again. 1^st morning … breakfast burritos but like cut in 3rds. Good concept. But they were cold. Cheese wasn’t melted. I had the ‘sausage’ as well. Not sure what that was made of. And again, cold. OJ is in a pitcher. This means it is watered down — very watered down. 2^nd morning … scrambled into itty bitty crumbles eggs. Then they had these things that appeared to be like French Toaststicks … but, maybe it was a potato thing? Heck, all I know is that I got some syrup … and poured it on them … but they were cold. I mean, cold. And then they were hard. Like — so hard you can’t cut through it with your plastic flatware. By the 3^rd morning, I made my way to McDonald’s down the road.
The location of this place is good … but I just can’t get past the ‘used’ feeling of everything. And then even though it is a free breakfast, it is hardly worth the effort.

All updated. Super clean rooms that are nice and big. Free breakfast in the morning.