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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 |
Business response:
Cynthia, thank you for being our guest. We are sorry you did not enjoy your stay, and we apologize for failing to live up to your expectations. We hope you will return so that we can have an opportunity to provide you with a better experience. Sincerely, Hotel Management
Disappointing First Impression We made reservations at this hotel because there was limited availability across the Grand Rapids area due to GVSU & DU graduations. Although we called ahead to inform hotel staff that we'd be arriving late our first evening, we were instantly disappointed to learn that we would be sleeping in queen bed rooms, even though we reserved and pre-paid for king bed rooms. To top it off, one of the rooms smelled terribly of smoke, but apparently there were no other rooms to move us to. Free breakfast ... read more
Business response:
Kathy, thank you for choosing our hotel. Please accept our apologies, as we never mean to disappoint our guests in any way, and we definitely failed in this attempt. Your concerns have been discussed with our appropriate team members, and we will take the appropriate steps to prevent these issues from happening again. On a positive note, it is good to know that our team resolved your issues to your satisfaction while you were here. Please give us another chance to prove that we are committed to providing outstanding accommod... read more
Noisy room location. Night staff could be more pleasant and employ some courtesy. Building isn't very old but seems run down already.
Business response:
Jim, we sincerely apologize that our facility fell short of your standards. Also, we apologize for the poor service you received from our staff members and the noise issue which impacted your stay. Your feedback is important for us, and it will be used as a training tool to improve our service levels and to ensure our guests are treated well going ahead. Please consider a return visit to our hotel, so that we can provide you with a better stay on a future date. Sincerely, Hotel Management
Hotel staff wasn’t always available, fire alarm went off at 2:00 in the morning forcing us to leave our room for about an hour to wait in the lobby and outside until firefighters arrived to clear smell of smoke
Business response:
Additionally, we're sorry your sleep was disturbed by the fire alarm. We are never happy when the alarm sounds because it either means our guests are in potential danger or their sleep is interrupted unnecessarily. Out of an abundance of caution we feel it is absolutely necessary to evacuate the hotel until we can thoroughly check all areas to ensure that it is safe for everyone to return to their rooms.Once again, we offer our sincere apologies for the inconvenience this caused you. Fire alarms are not an everyday occurrenc... read more
Felt like i was sleeping in a bed of germs Not so great just wanted some quick sleep and it felt like i was being watched also my room had no pillow case and no towels like clerk just cleaned it so i know it was not really cleaned and i dropped something on floor and i looked under bed and what a used condem under bed so really couldnt sleep and thats all i wanted was a cat nap i couldnt stop thinking of how unclean so i got out of bed and slept in chair
Business response:
Charesse, please accept our sincere apologies that we failed to provide you with the clean and comfortable room that you deserved and regret the inconvenience caused. We take the cleanliness of our rooms very seriously and steps are already underway with our housekeeping team to ensure this does not happen again. We hope you will consider a return visit so we can make it up to you. Sincerely, Hotel Management
Smells like pot If you like the smell of pot this is the hotel for you.
Business response:
Thank you for taking the time to write a review of your stay. We take these matters very seriously and appreciate you bringing this to our attention. We will take the necessary actions to ensure these issues are properly addressed. Hotel Management
My experience was horrible. To begin with, when I walked into my room the first time there was someone’s hair in the bathtub and the trash was full. And secondly, the fire alarm went off in the middle of the night and the night attendant was drunk and could not stop laughing that everyone was awake trying to exit the building.
Business response:
Brittany, it is disappointing to read your comments concerning your stay at our hotel. Please accept our apologies, as we never mean to disappoint our guests in any way, and we definitely failed in this attempt. We can assure you that what you encountered is not acceptable, and we will be reviewing our guidelines to provide a better experience for every guest entering our doors. Thanks for your feedback as this helps us to improve the experience for future guests. We would like to regain your trust and hope you will give us ... read more
Hotel is filthy, heavy smoke smell Awfule hotel stay, heavy smoke smell throughout the whole 3rd floor. My clothing that was in my room absorbed the heavy smoke that was apprently coming thru the vents and I had to wash everything after I left. Furniture in the room was dirty, bedding had stains on them, and the bathroom shower had zero hot water and the drain was clogged. It was like standing in a full bath while shower, kinda gross after seeing how dirty the room was. There was one friendly manager who was there the follo... read more
Business response:
Wayne, please accept our apologies for your unpleasant experience at our hotel. Providing a fresh, clean room to our guests is our highest priority, and we have come up with action plans to revise our procedures to ensure that this doesn't happen again. Thanks once more for your candid feedback, as without it, we cannot improve. We're looking forward to having you stay with us once again and experience the hotel as we would have liked for you to on your recent stay with us. Sincerely, Hotel Management
Nothing special at all about this hotel Unproffessional staff, had to wait to see if room was ready for me when i got there when it should be all set already. Not enough bathroom essentials, chairs in room very dirty, was not provided with wifi access, very poor staffing would not reccommend staying at this hotel
Business response:
Thank you for your feedback. We want to apologize for failing to provide the level of service and cleanliness you should have received. We have shared your concerns with our front desk and housekeeping teams to prevent this from happening again. We value your feedback and will use it to ensure we are more consistent with our service levels. We hope we have the chance to make it up to you at a future date. Sincerely, Hotel Management
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 1,853 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.