MainStay Suites

We cut our booking short after seeing a front desk employee give another woman a replacement room key without checking her ID or asking for any details. That left us feeling unsafe, so we cancelled the second night we'd booked. The room was very dirty and looked as if it hadn't been properly cleaned for a long time. We didn't use the kitchen appliances because the fridge seemed to be leaking. With better upkeep, this could have been a good stay.

After arriving, I found the bathroom floor visibly dirty, and the whole first floor smelled of marijuana even though the property was supposed to be non-smoking. The hallways looked neglected, with rubbish and old pizza boxes left out all day. The atmosphere felt so badly managed and uncomfortable that I slept in my car instead of the room I'd paid for, then left for the airport five hours early. I was in town for my son's graduation, and this place spoiled what should have been a happy occasion. I'd never expect to feel more at ease in an airport terminal than in a booked hotel. My stay at MainStay Suites Grand Rapids Southeast was one of the worst hotel experiences I've had. It was filthy and unacceptable from top to bottom. If I could give it zero stars, I would. Save yourself the frustration and book somewhere else.

There was trash all over the place outside the room, and the lobby smelled like a dumpster. I skipped checking whether breakfast was available because I couldn't have eaten there. I also found a $100 deposit wasn't mentioned online, and I wasn't sure I'd get it back given how shady the place seemed and the other reviews I only read afterward. The marked footrest in the room made me think there had been a fire there before my stay. I would have given one star, but I checked the bed carefully and found no bed bugs, which was a relief.

The people staying there made for a chaotic night. There seemed to be residents screaming, swearing, pounding on walls, and stomping overhead at all hours, so we barely slept. When we reported it, nobody offered useful help, a fix, or compensation. The ice machine didn't work, and the elevator only worked about half the time. We also arrived to a dirty room with dishes still in the dishwasher, and there was no maid service during our stay. Cleanliness was poor throughout. At late-night check-in, the desk employee seemed under the influence and communicated badly, with no clear explanation of the policies. We'd confirmed and negotiated a pet fee at check-in because no fee was listed online, but another desk employee, Mac or Max, later rudely demanded extra money each day despite that agreement. The poor service, communication, and cleanliness made this one of our worst hotel stays. I wouldn't recommend it.