Residence Inn by Marriott Grand Rapids Airport

I would absolutely not recommend this hotel. The room was wonderful. The service however was awful. Me and my friend got a room for two nights on our last night the guest next to us were being very loud. There was a man knocking on our door for more than 10 minutes and would not tell us Who he was. He said that we have more less than two minutes to get our belongings and get out of the hotel before he calls the police. We asked who he was since he was in his pajamas. He said he was the owner. We asked for employment ID he refused to give it to us. we explained to him that it was not us being loud. It is the people next-door it was 1:20 in the morning and he kicked us out of the hotel after repeatedly telling him that we were sleep it was the guest next-door. When I called downstairs to make sure that he was the actual owner and not a guest playing a prank. He came back to our room, kicked the door and said how dare you question who I am get out of my hotel room. Then pushed past us walked in our room and started to pack our things. When I told him do not touch our belongings, he said he owns everything and everyone in the hotel room. When I thought this couldn’t get any worse while we were waiting in the lobby for a ride, he was kicking out three more guest that had been to be African-American. I would not recommend this hotel if you care about your safety.

We have stayed at this property more than once and always loved it. Unfortunately, this time was terrible. Andrew, who is apparently the GM, does not belong in customer service. After waiting 8 minutes, he finally came to the desk after helping a guest- per him. However, his (assumed) young daughter was with him so unless a child helps work with guests, that seems questionable. I let him know that our room had feces in the toilet, dirty counters and a used floss pick in a bathroom. He said there was no other room available and I questioned it but let it go after verifying online. He offered to clean the room and I asked if that could be done at the time of night it was (7pm). He responded with “I don’t think I’ll be able to make you happy so you should just leave”. I said that wasn’t an option due to being late at night, being there for 5 days for Christmas and having all of our things in the hotel already. He said it didn’t matter and proceeded to kick us out because I questioned the customer service and cleanliness of the hotel. He claims I was “belligerent” and I absolutely challenge him to pull cameras and publicly post our interaction. I have nothing to hide but I guarantee his story wouldn’t hold up if he did. I am a lifetime Gold member with Marriott and have stayed hundreds of nights over the last ten years- never once have I had an issue with a hotel. After reading recent reviews, it is clear this man is the issue. That’s really too bad because this property is nice and centrally located but I will never stay there again if he still “runs” the place. If you do, tread lightly and good luck!

Great location. We have stayed here prior to Covid and was impressed. So we booked it again. Numerous issues 1. Andrew the GM gave us a key and access to a room already occupied by other guests. Good thing they weren’t in their room when my husband entered the room. 2. Moved us to another room that reeked of cigarette smoke and he refused to go smell the room. Told me they were sold out and no other rooms were available. 3. Andrew told me he didn’t have enough housekeepers on staff and he had to clean the rooms himself. 4. Clearly based on all of these frustrations and his disregard for customer service I was disgusted and let him know. He told me we had to leave the hotel. We did and went to the Delta whose staff was mortified by Andrew’s behavior. Marriott was as well and gave us the maximum guest recovery points allowed. This was charged back to this hotel. Andrew subsequently sent an email “apologizing” while blaming it on the manager when ALL the interactions were with him. As Marriott stated this is not acceptable behavior.

after flight delays and an issue with our original airport hotel not actually having a room for us, we randomly called this hotel at 2AM hoping they had a room available with 2 beds. Angelique was so helpful, gave us a great deal on a huge 2BR suite, and arranged for late check out the next day. the room was clean and comfortable and such a great experience after a pretty bad experience at the first place we booked.