Sheraton Grand Rapids Airport Hotel — Hotel in Cascade Charter Township

DO NOT STAY HERE BLACK MOLD IN SHOWERS!!! My husband, dog and I stayed at this hotel for over month due to renevations happening in our home. When we checked into the hotel, they advised us that we had to be on the first floor because we had a dog and the only open room they had open was a handicap room. We checked into this hotel room 103 on July 23 and checked out September 12th. Every other day we had housekeeping in our room “cleaning” our room and we got fresh towels and the bathroom appeared to be cleaned. Due to being in a handicap room we had a shower chair in the shower that would colapse when not in use. Due to the shower never having any places to put our own body washes and conditioners we would put them on the shower chair. The housekeeping lady’s would make it seem like they would clean everything inside the shower and moving these around to make sure it was cleaned properly but instead black mold was found in the shower after living in the room for over a month. Due to the shower chair always being down when they finished cleaning the darkness of the flooring appeared to me as a shadow from the shower chair, when I was taking a shower that’s when I realized it was black mold. I ended up getting pneumonia and losing 2 weeks worth of work and when I told the front desk about the mold the local manager Lillian “took my name down “ and moved us into a different room. She stated that she was going to give our information to the higher ups and it’s been over two weeks and no one has called. After we moved into a different room, the following room was room 108 and when we went to lay down bugs in the bed, we then had to move to another room for the third time at 10pm at night, once we moved into the other room 101, the next morning we contacted our insurance company that was paying for the hotel and they accommodate us to another Marriott. No one has cared to reach out or even listen to our concerns I contacted Sheratons corporate office and spoke to Peggy, and Vivian and they said the best the could do was give me hotel points. I advised them my life is worth more than hotel points and that’s when they claimed nothing else they could do. This is the worse experience I’ve ever had at this hotel and as a airline employee I have already advised my higher up’s to never put any of our local employees at this hotel. Below are pictures of how much the black mold has speared underneath the shower chair and that housekeeping claimed they had cleaned...

I stayed here in late-March 2023, after the hotel had undergone a significant renovation and adopted the Sheraton brand. While the physical property is beautiful in many ways, it still had some rough edges and I encountered too many issues to provide a positive review.

I hope the hotel will improve its operations and provide the service and amenities of a full-service hotel.

Positives

Staff. All the staff I encountered, from check in to the lounge, were extremely polite and professional. They’re doing my part—I think the challenges are with management and installing new operations.

Lounge. The lounge was open for one morning of my stay, and it was an excellent experience. Had it been open for each morning of my stay, I would have had a much improved overall rating.

Negatives

Housekeeping. After my first day, I returned to the room and found it hadn’t been serviced. That was okay for one day, but I wanted fresh towels and coffee for the following morning, so I used the Chat feature in the Marriott app to be clear that I wanted housekeeping, and the person agreed that my room would be serviced. Unfortunately, when I returned the following evening, my room still hadn’t been serviced. Relatedly, as I was walking down the hall, I saw a room door propped open with dirty sheets. It was like this for at least 15 hours—not a professional image.

Dining. One reason I chose this hotel was for the on-site restaurant, which the website listed as being open everyday. I later learned that it wasn’t open on the weekends. When staying at a full-service brand like Sheraton, I expect an on-site restaurant.

Breakfast. I place a high value on the elite breakfast benefit (I am a Bonvoy Platinum). At a Sheraton, this means being able to choose breakfast in the restaurant as a welcome gift. I chose this, but learned the following morning that since the restaurant was closed, the only option was the coffee shop. I left and purchased a proper breakfast elsewhere.

Wi-Fi. The wireless internet was flaky. The wireless was strong, but the internet would seem to cut in and out.

TV. When watching live TV, the audio was not synced with the video, which made it...

I was a bit wary of reviews but found that this hotel has been recently thoroughly remodeled and rooms are above industry standard and are clean and very modern. The hotel is large and has a central Courtyard with an indoor outdoor swimming pool and a seating area. It's pleasant enough and nice to get outside.

The place where this hotel really falls short is service. The hotel was extremely quiet and had all categories of rooms available online but said there were no upgrades available at all for a titanium member. I asked in the chat and I asked when I checked in and both times they said it was not possible. This is not the Marriott standard. The woman at the front desk also did not appear to know exactly what she was doing and when the supervisor came out to help she seemed extremely grouchy and unpleasant. My work had booked on a corporate rate with their booking service that shows up directly in my Marriott account and I need to pay and get reimbursed about she refuse to give me an invoice even though it went on my personal credit card. Once I checked out it was available in the app even though she said it was highly confidential information I was not allowed to access.

The club Lounge is open 24 hours a day and has some snacky things and non-alcoholic drinks. You can purchase alcohol in the club lounge or at the bar. In the evening around 6:30 they put out heavy hors d'oeuvres like pizza and breadsticks. No vegetables or healthy options. For breakfast in the club Lounge they had eggs, potatoes, sausage, cinnamon buns and fruit. The coffee machine wasn't working and to get a cup of tea I had to ask the attendant who went to the restaurant to get it for me.

One employee that I encountered deserves accolades especially. That is Camryn in the lounge. He was courteous and helpful and went to fetch anything that I needed from the restaurant. He kept the place spotlessly clean and when diners left he even mopped the floor as well as meticulous cleaning of the tables. He kept that Lounge running tip top shape and did it with a pleasant smile....