DoubleTree by Hilton Hotel Grand Rapids Airport

*Bedbugs!!* Stayed for two nights in early January 2025 for a tournament. The hotel is older and its age was evident upon entering, but it appeared to be clean. Staff was friendly and helpful, and the breakfast buffet/restaurant staff were wonderful. However, we discovered bedbugs our second night. It was late and we stripped the beds to check for more and resigned ourselves to a fitful night’s rest as our son was already asleep. I informed the front desk the next morning, and the attendant was very apologetic and informed me I’d receive a call from management and my stay would be at no charge. I never received a call, and only one of the two nights was received at no charge. Attempting to follow up with the hotel afterward has been beyond frustrating. I have received emails stating they tried to call me, but have no caller id indicating a missed call from Hilton nor any voice messages. Their “customer service” is now putting it on me to call to discuss further, which is unacceptable. It shouldn’t be that hard to get your money back after being exposed to bedbugs. If you need to stay in the area, there are other hotels that look newer and are likely more clean and better managed.

The staff here are absolutely amazing. Thank you for the friendly greeting. It's nice to be welcomed like this when traveling. With my diamond member status I qualified for an upgrade. The Jr suite is stunning and spacious. What a treat for my last night in Grand Rapids.

No points(selective in who they reward) others have stated what's the point in having honors gold or diamond if they're selective in who they give stay credits or points) no complimentary coffee in lobby and wasn't even offered a cookie. No microwave in rooms centralized micro. Will start requesting to choose other hotels other than dbltree. Also rude staff and despite do not disturb sign on door, housekeeping repeatedly not once not twice but 3 times came to knock and ask if I'm leaving yet.. Definitely requesting other hotels.

I’ve stayed in hotels hundreds of nights per year for nearly 20 years, and this was one of the worst experiences I’ve ever had. Both the condition of the property and the level of customer service were shockingly poor. The management and ownership should be ashamed of the state of this hotel. Upon calling for shuttle instructions after landing, the staff member I spoke to (likely the night auditor) was rude and hung up mid-sentence after a dismissive response. When I arrived, the same person at the front desk did not greet me, avoided eye contact, and gave only a curt "fine" when I attempted to engage politely. She didn’t offer the customary cookie that DoubleTree is known for. The morning desk attendant, by contrast, was pleasant and professional, as was one housekeeper who appeared to be a supervisor. Unfortunately, other staff were unprofessional, loud, and even used profanity in earshot of guests. This property is in serious disrepair: - The fire alarm or a similar siren went off at 5:30 a.m. for 30 minutes, with no announcements or instructions. Subsequent calls to the front desk went unanswered. - The heater in my room was excessively loud and repeatedly startled me awake. - Conversations among housekeeping staff were so loud they disturbed my sleep. - The main elevator, pool, and spa were all out of order. - The gym was subpar: one treadmill didn’t work at all, another had a broken incline, and the Peloton bike didn’t power on. While the elliptical, dumbbells, and benches were functional, the water cooler’s water tasted like chlorine. The mini fridge froze all my belongings, including liquid medication that is now unusable and needs replacing. This is completely unacceptable. There were so many issues that this stay became one of the most unpleasant I’ve ever had. It’s hard to understand how this property retains the Hilton DoubleTree branding given its poorly maintained facilities and unprofessional service. Management urgently needs to address these problems.

Rooms are in need of repairs and upgrades. The bathroom ceiling had cracks in it, Beds were not very big, the toilet see was broken (the front desk did get someone to fix it.) Location was pretty good. If the place does some remodeling, it can definitely be a 5-star. Looks like the hot tub has been broken for months.