Sheraton Grand Rapids Airport Hotel

The interior could use some detailing. You can tell that the renovation happened over old build and some of it peeked through. A bit scruffy around the edges, wall trim beat up missing paint in some areas, bathroom door hardware was amiss, coffee pods for regular coffee were never replaced so there were none in my room for morning coffee. I told front desk and they seemed unfazed and unapologetic. Like oh well….front desk was not always attended, had to wait for someone to show up. Shuttle service and personnel were excellent. Parking lot needs to be redone and exterior could use a face lift. Doesn’t feel welcoming from outside the building and signage to vent into parking lot could be better.

See above

Usually, I like to write about the good, the bad and the ugly, but for this hotel, there was only ugly. My first room had 2 beds. The first had some kind of body fluids on the sheet. The second bed had dead bugs on the the comforter. I was not surprised by the dead bugs, as there were a lot of gnats in the room flying around. I called down to have my linens changed and no one came for over 40 minutes, even though when I called down they said the person would be there in 5 minutes. Yes, I had to call multiple times. Eventually, they moved me to a new room, which was a handicapped room. I hate handicapped rooms! I went to call down and the phone did not work. Also, the new room did not have a fridge I had to walk down to the lobby and asked to speak to a manager. I was told no manager was working that night and I would have to wait till the morning to talk to someone. How is there no manager on duty at night time? BTW I had a do not disturb sign on my door and the maids the next day still rang the bell on the handicapped room. Eventually a manager showed up to my room the next day, but it was too late. Even though I was on business, and the room was expensed, I was truly shocked they did not even offer to take a night off he bill, give me some points or anything for the inconvenience. Needless to say, the quality of the rooms and the management need a drastic upgrade! How you let your staff either not change the sheets when guests leave or they put a filthy sheet on my bed, either way it was unacceptable. I will definitely never stay at this hotel again.

The staff

The fact that executive suite didn’t have a microwave in the room

The building used to be a Marriott Hotel. Very large hotel. Plenty of free parking. The renovation is very well done. Very modern and trendy. There are many entrances and exits to the building. All of them are keycard access points at night. The property is very well taken care of. I didn’t see anything visible wrong with the building. There were maintenance workers and contractors staying busy and constantly working on things. Great location. Close to the airport, close to the highway, and close to main streets without the noise. It’s right off of 28th Street which has a plethora of restaurants, gas stations, grocery stores, and shopping centers. You can’t ask for a better location.

There is a huge drop off with customer service. The people seemed nice, but the hotel is not ran well. I paid for an executive King Suite with club access, and didn’t get the Executive Suite, and I didn’t get club access. I asked for an early check-in, and they agreed to accommodate that request. They didn’t have the room I requested for an early check-in, so they put me in a smaller double queen room without asking me or telling me. When I finally received the king room, I realized it wasn’t an Executive King Suite. After a round of conversation, I just accepted the room I was in. Communication for service was extremely challenging. To get towels, I had to visit the front desk because non of the housekeeping staff spoke English. When I went to the front desk, I had to wait almost 2 hours to receive the towels. On our last night, we ate at the Bistro and went to visit the Club Access Lounge. My card didn’t work for Club Access. At this point, I just completely gave up. I stopped requesting things. Most of the staff were interested in talking to each other than making sure the service was top notch. All of this is indicative of leadership, and I recommend more training for everyone.

very spacious, loved the entire design of the hotel

I would like to recognize Jim the overnight manager for his excellent customer service and for being so positive. This gentleman is absolutely the reason why I stay at this Sheraton every time I come to Grand Rapids. I am a titanium member and Jim recognizes how hectic it can be when you’re traveling and delays with airlines. He stood fast and had my room all picked out for me and did the best that he could do despite me being 4 hours late because of airline delays. As long as Jim is here Omar Charres will always stay at the Sheraton in Grand Rapids. He is personable, curious and always eager to help. He is A+++++ is my book and should recognized for his efforts.

Quiet, easy to find, clean.

Nothing.