Best Western Hospitality Hotel & Suites 5500 28th Street Southeast, Grand Rapids, MI 49512

"Avoid this hotel at all cost even if it's ridiculously cheap. The staff and management here are so inpersonable that they could really care less about your business or making you happy. Just a bunch of foreigners living the dream in the US running the family business. I love foreign people but it's people like them that have no contribution here besides running a business that it's sadening. You could be dieing on the floor in front of the desk and they would not care, would want to get you out of the way so that the next guest could pay."

"Edit on 01.10.2024 after owner's reply: Rating is left unchanged as I have yet to get a call from the hotel so that I can speak on the phone to address my concerns. I've left my phone number multiple times in the past months. My room number was 257. Please call me to address my concerns directly. Stayed here for one night booked for November 14th, 2023-November 15th, 2023, picked this hotel because the pet rate listed on their site was $10 per night and had better pricing than other hotels in general. I mentioned my dog to the staff upon checkin, as there's nowhere online to. Was not busy at all, as it was a Tuesday we arrived. They gave us the last room on the second floor all the way around towards their back. Went to our activity for the evening and left the dog in her crate in our room, came back and spent the night. Woke in the morning to get ready to leave, as I was showering I saw mold in the shower. I was halfway done and checkout was in 45 minutes so I finished getting ready quick and notified the staff about the mold at checkout. Nothing was done for me for the inconvenience. Checked my bank statement a week later and saw I was charged more than initially expected and called about it, they asked if I had brought a pet and I said yes but what does that have to do with anything? I stated the pet fee is $10 per the website. I had to call back two more times to finally get someone to speak to and they stated the fee was $25, but I reiterated the site said $10. They asked if I was looking at the right site and I said I was. They then said the fee is $25 if you don't book with the pet, I stated there's no way to add a pet to the booking. It took about 3 weeks but I finally got refunded the $15 difference. I asked about compensation for the mold in the room. I was told a manager would call me. I have called the hotel about 8 times and got the same desk attendant that keeps claiming they told their manager to call me the next morning, and I told them I have yet to get anything. I submitted a complaint on BBB and they did not respond to them and that case was closed out due to non-response. I want a full refund for the mold and for lack of customer service, including the $10 pet fee now. I have yet to hear back from management. While I was in the midst of calling and complaining, management apparently changed as well but neither manager reached out at all. I will continue to reach out periodically until management gets a hold of me personally. Please note that the site no longer says $10 pet fee per night, they updated that while I have been calling back and forth. Happy to provide a time and dated screenshot that I kept of it if anyone would like to see it."

"Please do not go here, stay any where else besides here. I was charged even though I DID NOT stay here. After going to our first room, the smell of cigarette smoke hit you in the face. We asked if we could get a new room and they took us to one. This one was much worse. The curtains and sheets had blood stains on them and the shower was completely dirty. When you walk into the room and through the halls, they attempt to cover their foul smell with febreeze air fresheners. It smells like garbage. After not feeling safe or clean, we went to the front desk to tell him. He did not care what so ever and said if we felt like it was dirty we could leave, so we did. After calling the management they told us that they would “get back to me” and never did. The costumer service is awful. They also say they have a pool, but when you go in it’s actually closed and has been for a minute but they won’t tell you that before booking. Please beware and stay anywhere else."

"My experience was bad. The bed had bugs. I'm not sure if they were roaches or bed bugs, but they were crawling all over the pillow. I didn't notice them until I woke up. I felt like something stung me on my hand. I made sure to take video and pictures of the bites. My eye even got swollen. I'm frustrated because they will not refund the money from the 2 days I did not use. I do not recommend this hotel at all. I am now going to go higher up so I can get some type of compensation. Wish i could post the video. Just so frustrated with this place and now I'm uneasy about staying at hotels."

"I was surprised at this place. It looks a little small from the outside but definitely a great place to be breakfast is wonderful. It's like one of the biggest things that I've got going on rose aren't too bad. It's off a busy street. There's a Meijers across the gas station. The staff aren't the best way to close the customer service but. They try I wouldn't mind going here again"