Quality Inn Grand Rapids North

The room was freezing when I arrived, and the heater by the window took four hours to warm it up. It wasn’t clean, the halls smelled like patchouli oil mixed with Indian food and body odor, and even though there weren’t many guests, they seemed to be placed right beside each other. Thin walls and noisy floors didn’t help, and there’s no elevator or business area. The vending machine was a joke, too. Breakfast was cramped, with six tables packed together, and you’re not allowed to take food out of that area. The potatoes were undercooked, the pastries dry, and both the milk and waffle mix seemed bad. The hotel rules were irritating: guests who came to visit couldn’t use the pool, and I was told pets weren’t allowed, not even service animals. There’s also a $50 deposit they don’t tell you about. The staff were no help. They tried to charge me twice, then acted like payment mix-ups with third-party services happen all the time when I showed I’d already paid online. I asked for the corporate number and they wouldn’t give it to me.

The morning front desk employee who handled breakfast and checkout was much more professional and kind. I wish the other employee had taken a cue from her. When our key cards stopped working on day two, the woman who had checked us in silently took them and swapped them out. She made us feel like a bother. We were in town for a friend’s birthday and had a really unpleasant weekend here. We called for fresh towels, asked twice, and waited in the room, but none came. Later, when we went to the pool, that same employee recognized us and told us to get the towels from her afterward. We wouldn’t have minded picking them up in the lobby if they were busy or short staffed, but that could have been explained earlier. The employee at check-in was extremely rude and needs more customer service training. The hotel’s stated service value talks about professional, responsive, friendly staff who can meet guests’ needs. That wasn’t reflected in our experience with her. Please improve the service. We won’t stay here again and will pick a hotel that cares about its guests. And please don’t reply with a generic copy-and-paste apology. Guests want real improvements, not canned responses.

The hostess was very nice and let me trade a dirty blanket for a clean one. Still, the hotel smelled bad, the carpets didn’t look vacuumed, and the sheets and blankets were stained and dirty. There were white, string-like bits floating in the pool and hot tub.

It’s showing some wear, but the place was clean and the staff were nice. The heated pool and hot tub were great, and the coffee is good and free. Having a gas station, Starbucks, McDonalds, and Mexican food right next door is really convenient.