Homewood Suites by Hilton Lansing Eastwood

I made a reservation online, but somehow the dates on the confirmation didn’t match what I’d requested. I may have made the date mistake myself, and I wouldn’t have minded paying a little extra for the dates I needed. What infuriated me was their refusal to make a reasonable change without charging more. First they wouldn’t refund the prepaid room and wanted to charge a higher rate to book my intended dates. After I complained, they offered to cancel for a $25 fee, refund the rest, and rebook at that higher rate. I’ll eat the prepaid charge, stay elsewhere, and never use Hilton again. There are plenty of other options.

We’ve had a lovely stay here as usual. It’s easy to get to, with plenty of nearby restaurants and shops if you’ve forgotten something. The hospitality really stood out today. We got to the breakfast area after it had ended, which was our mistake. A tall gentleman, who I think was a manager, let us know we’d missed it, then kindly made sure we had hot water for tea and coffee and brought us pastries and cereal. I didn’t get his name, but he deserves recognition. Thank you for being so kind.

The housekeeping and laundry staff did help my group feel comfortable, but the rest of the stay was intensely upsetting. I was a former employee here and am deeply disappointed by the lack of hospitality, support, and accommodation. We were recent guests at Homewood Suites by Hilton Lansing Eastwood, celebrating an occasion in a room we had paid for one night. We were laughing, talking, and doing activities, but kept within our room and weren’t making noise in the hallway during quiet hours. At different times that night, maintenance and front desk came to our room, threatening to call the authorities and have us removed because of complaints about that room on previous nights. I told them we’d checked in that day and hadn’t been there earlier. They showed no understanding, and the encounters left me feeling unsettled, uncomfortable, and intimidated. At checkout, the same maintenance man urged us to leave even though the front desk had already said we had 15 minutes before departure was mandatory. I asked about reimbursement for the inconvenience to me and my guests, but got no reply, resolution, or genuine apology. The maintenance man’s intimidating, unreceptive, and unempathic manner is what caused so much frustration. The atmosphere and customer service were unsatisfactory. Negative one star, 0/10. I wouldn’t recommend letting your dog stay here.

I arrived late and appreciated being able to check in through the Hilton app and use keyless entry. The room seemed clean and easy to use, with a work desk, Wi-Fi, small kitchen, fridge, and microwave. It had Crabtree and Evelyn products too. Breakfast was decent, much like other Hilton breakfasts, with waffles, eggs, sausage, cereal, yogurt, milk, bagels, bread, pastries, oatmeal, and fresh fruit. The gym was a decent size, and there’s a washer and dryer on site for $1.75. I didn’t sleep well because I couldn’t get the temperature right. There’s no thermostat, just a unit you switch on or off for heat or AC, so it’s either too hot or too cold. Maybe leaving it off would help, but I’m not sure. I also didn’t like the TV placement. I want it in front of the bed, and it can’t be angled. I flew into Grand Rapids, about an hour’s drive away. One last thing, there’s no way to tip the housekeepers cashlessly. It’s a four-star place.