Canopy by Hilton Grand Rapids Downtown — Hotel in Grand Rapids

This review regards a two-night stay from 5/30 - 5/31/2025, and should serve as a warning to future customers. My wife and I had stayed at the Canopy Grand Rapids Downtown in December, 2024, and had a wonderful experience, hence our return in May. The rooms are well-appointed, clean and stylish while the hotel is in a great location. We booked a suite as we had in December; however, this time our stay was a disaster. We were assigned Room 504, which is a balcony suite overlooking Ionia Ave. SW on the northeast corner of the hotel. After enjoying the city throughout the night, we decided to retire to our room and go to sleep at 11:30 pm only to realize that this would be impossible because of the thumping bass music coming from Dublin Hall, catty-cornered from our room. At first, we did not know where the noise was coming from, and called the front desk at midnight to make a complaint. The front desk attendant informed me that this would go on until 2 am, which it did. The attendant also joked about management having a previous discussion about issuing ear plugs; however, they were concerned that it would create a liability issue for guests unable to hear a fire alarm. Ear plugs are pointless because Room 504 vibrates with the bass resonance. We were unable to fall asleep until after 2 am on Friday evening, which left us groggy and sleeping in on Saturday. On Saturday afternoon, I requested a room change, but was told the hotel was sold out, and my request could not be honored. I asked for a partial refund or something to make up for the horrible night's sleep and the fact that I had paid over $1,600.00 for two night's lodging of terrible sleep. I was offered breakfast in their restaurant on Sunday morning, but did not accept it considering it a petty offer as a resolution to the situation. I was also told by the front desk attendant that the hotel is in a downtown location, and I should expect noise. We've stayed in downtown hotel locations hundreds of times in major cities, and never have we experienced this much noise. Essentially, I was told, "suck it up butter cup, we have your money ($1,600.00 for a two-night suite) already, and we don't care if you get a good night's sleep." When we stay at a nice hotel, and pay a lot of money for a nice room, a quiet, good night's sleep is an expectation. Needless to mention, the exact same experience occurred Saturday night; however, this time I called the front desk and asked them to call the police with a noise complaint. My request was refused. Once again, we were unable to fall asleep until well after 2 am, which screwed up our sleep cycle for a couple of days, and made Sunday travel a groggy fog. If you plan to visit Dublin Hall in Grand Rapids a/o stay out late past 2 am to close the bars, then Room 504 (or probably the entire northeast side of the hotel) at the Canopy Grand Rapids Downtown will be perfect for you; however, if you book a hotel, and get spendy on a nice suite while expecting a quality night's sleep, then run, don't walk, away from this location. What's my point of this review? It's that we should have been notified prior to booking our reservation that we should expect noise and an inability to sleep until after 2 am on Friday and Saturday nights. Had we known this, we would have reserved a room elsewhere. Hotel management is well aware of the noise coming from the Dublin Hall, but doesn't care enough to forewarn their guests. You've...

Surprised by a very long, freezing hike in a blizzard (with our bags and dog) from the public parking structure; nobody warned us that there is no parking at this place just a minuscule discount from the public structure if you're staying at Canopy. No valet at this "4 star" hotel either.|When we finally made it to the hotel, we were greeted by a foul smell in lobby - turns out it's the hotel's "signature scent." It was vile, and overwhelming - made my eyes water/hard to breathe. Who decided that everyone who comes through the door should love the smell of cheap cologne?? Night concierge took a break from playing on her phone and slurping her Sonic to let me know that there "is no room service," but breakfast is served in the restaurant. Got to our room - which featured a nice view of the rooftop ventilation system and the 5-story public parking garage we'd just hiked from in the distance. Went to the restaurant in the morning and made sure breakfast was covered by our stay. Waitress said "Yes, just write your room number down." Ordered a vegetarian omelette and a scrambled eggs with toast as we do not eat meat. Had to bring it all back to the room as there is no common area for pets at breakfast. I double-checked at concierge to make sure our meals are covered as they were surprisingly expensive, she said "let me check with manager." Manager said "No." After I explained that waitress told me otherwise, manager said he would cover $20 of our $40+ meal. Got the food up to the room and cracked-open the styrofoam - cook had put 4 big, greasy slabs of bacon over my eggs and, instead of rye toast with light butter, there were two cold slices of cheap bread sopping with grease from the bacon (again, we are both vegetarians). I took it back downstairs to the manager and told him what I'd ordered/showed him this mess. He didn't apologize, just glared at me and said "Fine, I'll cover it."||There were some good things: Place was pretty, room was clean, bed was comfortable - and the people, while not understanding what professionalism/customer service is about, were nice enough (with the exception of the manager)...but this is NOT a 4 star hotel, not by a LONG SHOT. "Canopy" was more like an expensive youth hostel - with goofy techno music playing everywhere you go. It's such a shame, because the place is pretty, but it's lipstick on a pig.||A final insult: When I got back home, Canopy by Hilton Grand Rapids reached out to tell me I'd left a bandana and a knit hat in the room. They expressed that they would be happy to send it back to me...IF I PAID for FedEx shipping. I told them to keep it. An actual 4-Star hotel would comp that piddling $20 in the name of good customer service/convenience for their patrons....

UPDATE: Never heard back from management! I did speak with Hilton Honors representative. Hilton Honors will be doing the right thing. "I am waiting for a call back from the management team. We are still here just in a different room but supposedly being charged for two rooms and for 2 nights each... According to the "hostile concierge, Sir" so that amount would come to approximately 1,200-1,300 which we are currently being charged for. Hopefully, they will do the right thing, so I can change this review instead of me adding MUCH more detail. UPDATE: Pictures posted. All I wanted was a nice Happy Birthday week away. So as of right now it's been a stressful stay because of the Lad at the front desk. I can't believe how we were spoken to. This "situation" has been the topic of our conversation every couple hours. It's really disappointing. MORE DETAILS: We asked to switch rooms because room A wasn't cleaned properly. The sheets had grits of sand and personal hair on the sheets. The bathroom inside door had brown marks, could have been make up smears or...? We were told to come down and we were given another room. However, this new room was much smaller and I didn't like it, it felt like a downgrade. I called again and said "I am so sorry but I don't like this room, do you have one like the room we were in? Automatically, without hesitation he said No, nope that's it. We are sold out. Hmm.. so, I went online and it showed a lot of rooms and a king studio. I called back and Mr. Rude said "No, I already told you we don't have anything " I asked, well can I pay to upgrade into the king studio? He said "NO, that is reserved" I said we'll it shows it's available on your website and on my Hilton honors App" him: "Well, it's not" ok... I booked the king studio on my app. We went back downstairs to check out. Then I said, now I would like to check in to the king studio. He again said it's reserved. I said, well I have a confirmation number. Ohhh he was so mad! I gave him the number he gave me the keys! Then said "well, you're still paying for your first room for two nights and this room too" have a great time" in the most sarcastic tone. This didn't have to happen like this. It wasn't our fault the first room wasn't cleaned. Why did he lie and say no other rooms were available, why did he say the king studio was "reserved" I wasn't going to let him get away with lying to me. We should have just stayed at City Flats where we started. I will say the King Studio was...