This may be the most tired looking Hilton property I have stayed in in the past few years. An inauspicious start, not the fault of the hotel, didn't help. Extensive road construction around the hotel makes it virtually impossible to figure out how to turn in (an email to me prior to my arrival would have been a very nice touch). When that same construction cut the power line, my arrival was marked by a dark lobby and corridors, no AC and door locks that still worked, but not without several attempts.
With power restored, I was able to see my new home more clearly and I was not impressed: peeling paint in the bathrooms, heavily damaged carpeting, a toilet seat ready to fall apart, stained granite in the shower stalls, and a front door that seemed to be missing any sort of weather stripping/sound dampening. This latter issue meant that the door provided little relief from hallway noise and rattled all night long until I literally stuck a sock in it. Lighting is sparse and haphazard, with a combination of hideous pure white CF bulbs and old yellow incandescent bulbs. The effect is not pleasant.
The room itself is slightly small, the bathroom very small. The two beds unfortunately were doubles, not queens, which meant my family of four spent much of the night getting in each others' way. A request for a roll-away was denied, citing fire code (?). Even more strangely, this is a room theoretically laid out to accommodate four people; so why were there only two bath towels, two hand towels, and two glasses? And why after housekeeping cleaned, when it was clear there were several of us, were more of these items not left for us?
Despite the poor hand dealt to them, staff was uniformly pleasant and helpful. The breakfast buffet in the restaurant was limited, but the food was all good. Wait staff were attentive and friendly.
This property is in desparate need of refreshing: lighting, carpets, paint, door locks and doors.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for taking the time to leave some feedback about your stay with us in Grand Rapids. We really appreciate hearing from our guests about their stay, and I'm sure your fellow tripadvisorees do as well.
I wholeheartedly understand your frustration with the construction at the intersection next to the hotel. It has been going on all summer long and as you can imagine the staff here have adopted the "It will be nice when it's finished" mantra to our daily routine. The day that you were here, the construction crew at the corner made a last minute decision to relocate a manhole a few feet away from it's intended location, which caused the entire block to lose power. It was a dark day.
As far as your concerns with the room and decor, I do apologize that it was not up to your expectations you had before you arrived. However, I am happy to say that we have just been recently approved for an almost 3 million dollar renovation that should take place towards the end of this year into early 2014. I got to meet with some of the designers that were in last week to discuss the plans for the renovation, and we are all thrilled with the changes that are taking place. A lot of the concerns that you had abour your room and the decor are a large part of that renovation, as well as changes to the lobby and lounge in the hotel.
Thank you again for your feedback, and I hope that you make it back in town again to see us when the updates and upgrades have been made so we can have the opportunity to impress you again!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.