Radisson Plaza Hotel at Kalamazoo Center — Hotel in Kalamazoo

1.Tried to call the front desk the day before I arrived to confirm my registration and fix a mistake. I made in reserving only three instead of four nights. No one picked up, it went to an operator, no one picked up. Went to a secondary operator. No one picked up. Did that two more times. Had to drive down to the hotel to talk to someone in person. When I got to the hotel the doors to the hotel were locked. Luckily Valet come out from the garage needed to let me in. Was originally given a corner room that was cold and wouldn’t get over 65°. Maintenance said they usually don’t give the room to people on really cold or really hot days. Had to request a room change. after the second day inquired as to why the room hadn’t been cleaned. Front desk said they clean every two days. This was not advertised and was confusing to me as cheaper hotels. I’ve stayed at clean daily. On the third day of my stay, the room still wasn’t cleaned. when I inquired why, the Front desk said it’s cleaned every three days. I’ve since learned some hotel have adopted this cleaning policy, but would have expected more from the most expensive hotel in Kalamazoo. Also, on my last day at the hotel, the front desk told at any point one of the front desk, staff members I had spoken to could have offered to do a cleaning. but no one had . One front desk, person just offered to give me a gift card for the Starbucks and reduced parking cost. What I really wanted was a clean room. Before I left to spend time with family on my fourth(?) day, spoke to a gentleman working the front desk about their room cleaning policy. he said it was common after Covid. I inquired as to whether they also dropped the rate for hotels after Covid then due to the reduction in service. He proceeded to go on a highly unprofessional tirade stating he couldn’t believe he was paid $12 an hour to wear a suit, had to work the holiday without holiday pay, said he hoped the place burned to the ground and that he was working on his letter of resignation as we spoke. I listened and then simply asked Well can I be assured the hotel room is going to get clean today? He said he would ensure it was. At around 7 PM that day as I was preparing to go back to the hotel, I got a call from the front desk asking if I was still in the room or not. I’ll acknowledge that as I mentioned earlier I had made a mistake in only reserving the room for three nights instead of the four that I needed. Also, I used visa awards points for the stay.So, the day before I checked in (when I had to come down to the hotel to speak to someone in person because no one answered the phone ) I Secured another night using points. The person at the front desk helping me make that arrangement assured me I would be able to stay in the same room all four nights. But as it turns out, when my room was changed due to the cold, no one caught that my final night reservation room had to be changed as well until That night. As a result, no one had cleaned the room I was in and the front desk was suggested I had not signed out on time and might be charged. That said, they did not charge me that night, and an employee named Nadia did a wonderful job of listening to the multiple concerns that I had and Made sure I was in a clean, warm room and not charged. That said it is strange to me that in that circumstance, it was my responsibility to catch that I should be asking them to also confirm my second reservation room Needed to be changed as well when I was moved to a warm room. I asked to speak to a manager that day about my experience and left a message on her voicemail.

My last day at the hotel, an assistant manager(?) contacted me to better understand my concerns. I shared this list with her. She gave me free parking and $175 on my credit card. I was appreciative of these gestures. That said, I used up the majority of Visa award points in order to stay at what is supposed to be the nicest/most expensive hotels in my hometown during the holidays while visiting family who had moved into a retirement community. I had better service and experiences at the cheap hotels. I stayed at on either end of my trip while traveling to and from Kalamazoo. I will not be staying there again and I definitely would not recommend...

For our 10th anniversary I booked a whirlpool king suite with the date night package 9th floor. Called and confirmed the room type, package upgrade, and dates shortly after booking. Got to the hotel, they put us in the wrong room. We instead got a king bed concierge. Called the front desk and she says “ oh, I told them room 928, not 947.” Went back down and had to wait 2 hours for them to figure anything out. Luckily we had a massage appt in town while we waited. Came back to getting the same room on the 8th floor. Now not only do I still not get the right room. But I lost the VIP and concierge benefits of being on the 9th floor. I said this to the front desk and all she said was. Sorry yes, the vip and concierge are only available to the 9th floor. I said yes but I was supposed to be in the 9th floor in a whirlpool king. Your hotel messed up and put me in the wrong room on the wrong floor. Again she repeats: sorry.

Called customer service to explain the situation, I get some Indian guy named Ken. Tell him all of the above and he firstly states “ because you booked using a third party” which btw I never said how I booked nor did he ask. I said I booked directly from the radissons website. Proceeds to looks up my reservation and tells me I booked a king bed not a whirlpool king suite. Again I explained how I confirmed my reservation with the hotel that it was indeed a whirlpool king with the date night package. He just says I believe you, but in our system it says you booked a king bed concierge. I told him about the price difference between the rooms the day I booked, he proceeds to say he looked back at the prices of the rooms on the date that I booked and says no the whirlpool king was 630 that day when it most definitely was not. I booked the most expensive room available that day which came out to 592 after the upgrade package, taxes and fees. I doubt it’s even possible to back check room prices. First of all you would also have to be able to see third party prices as well. Good luck seeing that information be a radisson customer service rep. Don’t think you have access to their prices when you don’t work for them Ken. If I ever do stay here again, it gna be the least expensive room. Clearly it’s not worth booking the best room they have( at the time). They definitely won’t treat you any better. And if they do put me in the wrong room it could only be an upgrade at that point.

Update regarding the hotels reply to my review: I did call multiple times and they were never there, nor did they cal me back after I left multiple voicemails on their desk phone. I was never compensated and they did nothing to make...

Horrible horrible service I was there for my 8 years old birthday coming march 18th from the Receptionist I had received my balloons was aware and they the receptionist assured me it was ok to do a cake ice cream as long as no guest stayed over/the night I had 2 rooms that i requested and purchased coming to a total of $880 plus $50 deposit on both, mind you I was born and raised in Grand Rapids always thought this hotel was upscale, 😒 definitely not the case when I arrived, we had no towels. The bathroom was disgusting. The toilet had pee, urine stains with Doodoo stains, going down me being who I am knowing I was going to stay there for more than one day I was planning to stay for the weekend I took it upon myself to clean it and not complain, and just take it as a loss, as of today tonight Saturday the 16th at nine 8 PM. I had a few guest over which were my two sisters and three nieces and one nephew so it would’ve been total. It was a total of eight of us. We proceeded to go swimming and we also you know enjoyed ourselves, and we went to go proceeded up to one of the rooms, the bigger room that had the two clean beds, and we were going to sing happy birthday and Mr. don’t know who came and told me that I was not allowed to do that I was not allowed to throw a party it was a party it was a hazard or so what not so I understood what he was saying. I told him no one was gonna stay over. I assured him that it was not sleepover for everyone. It was just a happy birthday a little celebration and we were going to go on about our way and they were going to go about their way and it was as planned my children in one room I thought three old is in one room and my youngest ones in one room with me and the king bed , so this, Mr. whoever he says he is, which is not the man is not I found out that is not the manager was being very disrespectful very rude very racist was telling me in Spanish that I had to leave or I had five minutes to leave the premises or he was going to call the police on me. I did not understand why and I still to this point do not understand why and I do plan on taking this further and pursuing with more actions because I do also have footage. What happened today is very heartbreaking. I did bring up another situation up to him prior to the situation where his pool and his Jacuzzi was very mildew and had a very harsh smell of mildew and he told me directly to my face if I did not like it, do not use it that right there spoke a lot to what happened tonight so I just wanted to let people know and make people aware of that. I am a Mexican American and I do not and I will not Support...