Country Inn & Suites by Radisson, Big Rapids, MI — Hotel in Big Rapids Township

The trouble began at check-in, the desk agent there upon our arrival wasn't very pleasant to interact with- I said we'd be splitting the stay at check-out and she was just short in her explanation that the total had to be on whichever card she swiped now so I said "okay that's fine, we'll split it now, that's okay". She swipes our cards for half each and we get our keys and we go up.

Later on that night (Nov.21) my boyfriend is looking at his bank account at the pending charge for our stay and noticed that he was authorized at check-in for 80 dollars more than expected. The next morning (Nov.22) he goes to the desk to inquire and I suppose it was a simple typing mistake.

That same night though (Nov.22) I tried to put gas in my car and my card was declined- I went in to my account only to see that there was a pending charge there from the hotel for $39.98, strange because we were OVER-AUTHORIZED in the first place and did not utilize any extra paid services since arriving.

The next morning I go down to the desk to see what the pending charge is for- I tell the agent that already my boyfriend's card was over-authorized and that we've not used extra services- she's unsure how to proceed and grabs the manager.

Things get a little fuzzy here- after going back and forth about this post, after hearing a few reasons why it was posted I decided to take the answer I was given which was: "this is to make up the difference in the tax". And to be honest I didn't have a clue what that meant because why wouldn't the tax be included in my booking receipt?

A few hours later the manager calls me to let me know the confusion was due to our special rate code- our rate was for a free night after so many, and she informed me that the free night would not drop off until we stayed the final night (my booking receipt was not aware of this because it showed the price after the free night's stay). I felt played that she pushed a wrong answer about taxes to me though.

During check-out (Nov.24) the pending charge on my card for half of the stay was accepted while for some reason my boyfriend's was not. We think due to the over-authorization at check-in. So the check-out process was even more of a hassle than checking in.

When looking at my bank account now (Nov.26) I still have that pending charge for 39.98 and I cannot see any other financial history between me and the hotel. I feel very uncomfortable and very unsettled giving my money to this hotel after all of this confusion and running around.

I must say that through all of this they were courteous people, but I did feel lied to, and I was not secure with what answers/ explanations were given to me during our stay. I still don't feel confident that our stay was handled/...

I had a horrible experience with the front desk staff on checkout day. First off, my son wanted to take one last swim before we left … but there weren’t any towels and my wife went to the front desk to ask for towels and the front desk girl was extremely rude and disrespectful with the way she refused to give out towels. So we went and found a very polite and enjoyable housekeeper who offered us an extra room towel, only to have the rude front desk girl proceed to come into the pool area running her mouth the entire time talking trash and saying that my wife was the one who was rude and that “her job wasn’t that serious” for her to be disrespectful and a bunch of other excuses. We told her to drop it and she just kept on and on and would not leave it alone. Then, there was an issue with the room keys and they stopped working while we’re trying to leave … which forced us to have to interact yet again with the entitled little princess, only to have her make a bunch more excuses and give me 3 different keys that mysteriously didn’t work so she had to come up to our room personally and unlock our door. At this time, now she completely flipped the switch with her attitude and started playing the innocent victim card and how she “is not a rude and disrespectful person” and so on. Lastly, the icing on the cake was when my wife was on her final trip out the door and asked the girl for her name so she could include it with the review but she absolutely REFUSED to give out her name, stating “I would never give you my card or my name … and I already told my manager about you” in the same nasty attitude we first encountered with the towel fiasco. Nevertheless, I’m sure she went back to her manager and gave her the sob story and the fact that she was the victim of the situation and did nothing wrong - anything to save her job.

Absolutely embarrassing customer service and representative of the hotel, DWHEAT1 (as it was printed on my hotel receipt). But if that name doesn’t help - black female, probably early 20’s, wears glasses with braces - shouldn’t be a surprise because the multiple housekeepers we encountered, who were all extremely helpful and friendly and delightful, all said that they already had a meeting about the wench up front and had nothing good to say about her. In essence, she should not be the first person that customers experience upon arrival and certainly not the last one when trying to check out.

The hotel itself, however, was pleasant. Rooms were clean, breakfast was pretty decent with plenty of options, pool was sufficient. But won’t be staying there again because of the chance of that front desk princess still working there. Thank you again to all of the amazing...

This is an updated review with almost 100 stays at this location over the past year and a half. This review reflects the atmosphere and experience of my most recent stay at the hotel. Pics below

The civilian clothed man behind the counter in regular clothes was arrogant, uninformed and poorly spoken. Referring to the female receptionist as “clueless”. (who has been there for a while now, we visit often)

The sinks had green, fatty, putrid smelling sludge coming from the drain.

When I asked to speak to management, Tom demonstrated his arrogance. The female receptionist who has worked there for months was aware of this as an ongoing issue in room 123. The maintenance man I’ve seen once in my year of monthly stays - was not.

Regardless - to contribute to barely being able to stomach time in our room, they were “booked” and couldn’t move us.

Toms demeanor was very unprofessional, uninformed and remarkably arrogant.

You have to keep employees who give a damn. Not the ones who show up and argue with customers, regulars at that.

What happened to the manager that always went above and beyond to ensure our stay was amazing? Katrina wouldn’t have put anyone in that room. They don’t even have a manager right now, they’re borrowing one from the hotel across the street.

Original review below.

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After scoping every other hotel out in town, and air bnb, this place is King. This hotel is clean, welcoming and small enough to still care about your experience. I favor the King Suite, something no other hotel in town seems to do right. The arrangements of the rooms are spacious, modern with a down home feel. After walking into the nasty rooms over at Quality Inn, the maintenance lacking Holiday Inn Express, this place will forever be my go to. I’m coming up on 5 stays without a single complaint.

You get what you pay for ladies and gentlemen. They’re on top of maintenance, and offer an unparalleled experience in the Big Rapids area.

Phenomenal. 6...