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Extended Stay America - Grand Rapids - Kentwood
- Hotels
- Kentwood, MI
About this business
Location details
3747 29th St. SE, Kentwood, MI, 49512, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 12:00 a.m. to Midnight | |
| Tue | 12:00 a.m. to Midnight | |
| Wed | 12:00 a.m. to Midnight | |
| Thu | 12:00 a.m. to Midnight | |
| Fri | 12:00 a.m. to Midnight | |
| Sat | 12:00 a.m. to Midnight | |
| Sun | 12:00 a.m. to Midnight |
Called three times and was promised a call back. Did not happen. It is beneath Expedia to have this property on your site. Absolutely sucks.I expect the same B.S. silence from this review as the last 4 attempts. Never a person at a check in space. Pathetic
Business response:
Dear Jeff, We’re sorry your experience was disappointing. The lack of follow-through and difficulty reaching someone at the front desk are concerning, and we understand how frustrating that must have been. This feedback will be shared directly with our team so we can take steps to improve communication and responsiveness. Thank you for taking the time to share your experience. Please accept our apologies, and we hope you will give us another chance to provide you with a better experience. Sincerely, Hotel Management
They didn’t have the 2 rooms we booked. They only had 1 and wasn’t notified until we got to the hotel.
Business response:
Dear Lizbeth, We sincerely regret the inconvenience you encountered upon arrival and understand how frustrating it must have been to find your accommodations altered without prior notice. This situation falls short of the standards we strive to uphold, and your experience is not reflective of the level of service we aim to provide. Your comments have been shared with our team to ensure better communication and accuracy in future reservations. We appreciate your feedback and hope you will consider giving us another opportunit... read more
There was no front desk. The first room had a broken window. The second had a broken fire alarm that kept beeping. There was no phone in the room (literally had a fake phone). Seemed like a motel in a pit stop.
Business response:
Dear Richard, We’re very sorry your experience was disappointing. The lack of a functioning front desk and being placed in multiple rooms with maintenance concerns is unacceptable. This falls short of the level of care and attention that guests should expect, and we regret that this was your impression. Your feedback highlights several issues we’re taking seriously as we work to improve both safety and comfort for future guests. We continually strive to deliver service that goes above and beyond, and we hope you will conside... read more
Front desk was not open at 10pm, people backed up trying to check in with someone going in and out of an office. Conditions were very poor, rusty fridge, missing drawers, bathroom door handle fell off. Fire alarm going off in the middle of the night due to smokers (in a non-smoking hotel/state) If I would have had another option that late I would have taken my daughter elsewhere.
Business response:
Dear Lindsey, We’re sorry for the experience you had and the condition of the room you encountered. The lack of proper check-in support and the state of the amenities do not reflect the standards we aim to uphold. We understand how unsettling it must have been to deal with disruptions during the night, especially while traveling with your daughter. This is not the impression we want guests to leave with, and we’re sharing your feedback with our team so we can take immediate steps to improve both service and upkeep. Please ac... read more
Was fecal matter on wall near toilet - exterior side doors didn’t work - worst of all front desk gated after dark - fire alarms went off app midnight - no staff to be found - and card wouldn’t work in lobby door to get back in - vicinity was questionable! Won’t stay again!
Business response:
Dear Guest, Thank you for sharing your experience. We regret that your stay did not meet expectations and apologize for the inconvenience you faced. Your feedback is important to us and will help guide improvements. We hope you might consider giving us another chance in the future to provide a more positive visit. Sincerely, Hotel Management
Service Counter not open late. Late check-in cumbersome. Looks okay from the outside, but tired, smelly and worn out inside. Would not stay there again.
Business response:
Dear Guest, We apologize for the challenges you experienced with the late check-in and the condition of the accommodations. Your concerns are important to us as we work to improve every aspect of the stay. Thank you for recognizing the exterior appearance, and we appreciate your honest feedback. We hope you will return so we can provide you with the exceptional visit you deserve. Sincerely, Hotel Management
Smells of weed. Dirty floors. Hair in the bed. Hair on the toilet. Rust all over the fridge and appliances. Rust on the bathroom counter. Just all around dirty place to be in.
Business response:
Dear Guest, We sincerely regret that your stay was affected by cleanliness issues and unpleasant odors. This falls short of the standards we aim to uphold, and we apologize for the discomfort you experienced. Your detailed observations are taken seriously as they help guide improvements to our upkeep and housekeeping. We appreciate you bringing these matters to our attention and hope you might consider visiting again so we can provide a more welcoming and comfortable environment. Sincerely, Hotel Management
The front desk claimed that I checked in too late and that they had given my room away but they still charged my credit card and it was more than the amount provided by Expedia. I’m still awaiting a refund and was left with out a hotel room for that night
Business response:
Dear Guest,We sincerely apologize for the inconvenience you experienced with your reservation. We also regret knowing about the issues with the refund. Your concerns have been passed along to our dedicated team. Thank you again for your feedback. We hope you will reconsider and give us an opportunity to provide you with the hospitality you deserve in the near future.Sincerely,Hotel Management
Absolutely the worst experience I’ve ever had. They did not give us the room we paid for and made no apologies whatsoever and refused a refund and then they had no breakfast as promised and the front desk closed at 10 and didn’t open until 10 am and the keys constantly didn’t work so we were often locked out of our room with no front desk worker
Business response:
Dear Guest,We’re very sorry your stay didn’t reflect the experience you were hoping for. We understand how frustrating it must have been to encounter multiple challenges, including issues with your room and a lack of necessary support. We take your concerns seriously and will work closely with our team to improve communication and ensure our guests have better access to assistance moving forward. We appreciate the opportunity to improve. We do hope you will stay with us another time so we can provide you with a much more sat... read more
Frequently asked questions about Extended Stay America - Grand Rapids - Kentwood
How is Extended Stay America - Grand Rapids - Kentwood rated?
Extended Stay America - Grand Rapids - Kentwood has a 3.3 star rating with 1,814 reviews.
When is Extended Stay America - Grand Rapids - Kentwood open?
Extended Stay America - Grand Rapids - Kentwood is open now. It will close tomorrow at 12:00 a.m.