We had a pretty terrible experience at this hotel, primarily due to the staff, who are either stretched because there are too few valets, front desk, or housekeeping workers, or who treat guests' requests with a shrug instead of an eager attempt to provide exceptional service. By paying a premium price for a 4-star hotel, I expect much better, and I have had much better, in many other cities and hotels. Here are a few of the things I experienced during my three-night stay: - The room I was initially given had a water leak in the closet, which would have damaged hanging clothes if I had not spotted it early. When I asked for a new room, it took them 45 minutes to send up a staff member to help move luggage and give me keys to the new room. - It regularly took the valet upwards of 30 minutes to get my car from the garage when I requested. Even when I called down 30 minutes before I needed to leave for a dinner, I still had to wait an additional 30 minutes for the valet. There were only one or two valets working at any given time. - Housekeeping was non-existent. I requested towels and new sheets, and found a pile of sheets on the sofa and towels left on the floor of the bathroom. My dirty towels had also been left on the bathroom floor - apparently they did not want to collect them. - Breakfast room service began only at 7am. When I called down at 6:45am to put in an order, I was told to call back at 7am because they couldn't access the system to enter the order before then. At any other hotel, a helpful staff member would write down my order and make sure it was ready as soon as possible, knowing that my time while traveling is valuable.…
We stayed on a Saturday night when there seemed to be a few different special events going on, so it was very busy. We weren’t surprised that our room was not ready by 4:00 check-in. The hotel porter kindly held our luggage for us while we went out. We received a text at 5:35pm that our room was clean and ready, along with our mobile key. We had plenty of towels in our room, and the beds were comfortable. Hotel pool was fun for kids–it is entirely under 4 feet deep. There is no hot tub, though there is a sectioned-off space where one obviously was (or will be?), which seemed a little odd. Our room was on the small side, but fine for the four of us for just one night. The bathroom vanity space was minimal, but the shower and tub were very nice. The most bothersome aspect of our stay was the parking situation, which was quite confusing. I wish the hotel had sent an email prior to arrival explaining the procedures. Signage within the hotel also could have been better--we weren't sure how to find the lobby when we first emerged from the parking lot pedway. When I went to the front desk to check out and return my husband's room key, our credit card was charged $35 for the self-park, which the front desk did not tell me. I was glad I noticed in time, because I was able to use my mobile key to validate parking when we left. Otherwise, you either have to use your room key, or call for help if you have already returned it. The front desk was very busy, but I wish they had explained all this when I was checking out. Everyone at the hotel seems to be doing the job of several different people, which is unfortunately very common in the hotel industry these days. We had a fine stay, but nothing special.…
PROS - Room available at 9:30 a.m. - Given a corner room with two walls of windows, and great views (Titanium Elite) - Friendly staff - Complimentary breakfast + bonus points - Lounge access - Comfortable bed - Quiet, spotless room. Very dark at night. Could control the temperature - Enjoyed my dinner at Margaux (have the asparagus appetizer) - Onsite Starbucks - Close to restaurants, museums, river walk - Very hot water in the shower CONS - $35 parking
Not off to a good start. Booked a King Riverview weeks in advance to be told that they had "over booked". Negotiated for an acceptable alternative to find that the TV would not power on. Front desk indicated that they would send IT. One hour later a call to the front desk indicated that IT had "left for the day".
As Bonvoy Marriott members we expected a wonderful stay at this hotel. We did not expect to be told there would be NO room cleaning. We were told to ask for new towels and would need to make our own beds with if needing clean sheets. Paying premium prices for less than premium services was a big disappointment.
We stayed at this hotel hoping for a superior experience, but didn’t have one. They don’t provide maid service, the spa is closed, and $35 a day for self parking on top of the already high room rates is ridiculous. They didn’t even apologize for the fact there was no maid service! Next time I’ll stay out of downtown and just come in as needed.
The JW Marriott Grand Rapids is just a fabulous property. The views of my old home town (and Sacred Heart Church) were great for a hometown boy revisiting the (old) “Furinutre City!” Great food from breakfast to dinner. Services across all aspects of the hotel are too notch! There’s no other option for us in GR. Thank you for a great Christmas meal and experience in the igloo! All around, one of the best Christmas’ ever in Grand Rapids at your property.
I stayed at the JW Marriott on April 22. Checked in about 4 o’clock in the afternoon . the room was wonderful, bed very comfortable pleasant heating cooling system, excellent bathroom, shower terrific. The next morning I had breakfast at the hotel restaurant that was beautiful; didn’t check out till 2:30 in the afternoon hotel was most accommodating. Valet parking excellent. great place loved the hotel. I’ll be back.
I have the Marriott gold status but it didn’t seem like it did anything for me for this property. Checked in around 9PM. I asked for an upgrade, and although I verified better rooms available on the website before I walked in, the front desk tells me there was nothing available to upgrade. I showed him my phone and the plenty of rooms available on that Tuesday night, and he looked like I caught him in the lie. Then he said he can only put me on a higher floor. What a gyp. Room with lounge access and there was no food or even breakfast. Walked out with maybe a few cans of ginger ale during my stay. Total waste of money. At least they gave me late gold status check out at 2pm, but no advantage because we had to leave upon regular time check out. No extra points or welcome gift upon check in! These are things that they advertise! I think the room was comfortable but c’mon what is the point of having status with Bonvoy if you can’t even use it! Disappointing.…
We came here for a James Taylor and Jackson Browne concert. Met good friends from TX and us from Nola. Staff has great in every interaction. We had access to the concierge lounge which really was phenomenal. Cocktails and apps each night. Maggie and Victoria were great hosts. Food is free and you pay for drinks but the prices are reasonable. Hotel is centrally located and an easy walk to many local establishments. This town was so friendly and the JW was the best spot for home base.