DoubleTree by Hilton Hotel Grand Rapids Airport — Hotel in Kentwood

Wedding Review

Karisa (Event Coordinator) and the rest of the staff at the Double Tree Hilton in Grand Rapids did and exceptional job. Since we had a winter wedding and there was more availability, Karisa was able to give us her full attention. The Double Tree was really a one stop shop for almost everything we needed. It lifted an enormous burden from us by having just one person to contact to coordinate everything.

We were worried a hotel would be beautiful, but the Double Tree was! They provided up-lighting in house and chair covers through Sitting Pretty (no extra charge) as well as ceiling draping (not free). Having those contacts as part of the hotel takes out a lot of stress in trying to coordinate additional vendors, instead Karisa handled it all. Having all our guests stay at the same place as the reception meant we didn’t have to worry about people getting home. They also allowed us to use the airport shuttle to get the bridal party to the ceremony as well as grandparents, all w/ a driver.

Working w/ Karisa was phenomenal. She set up a timeline to make sure we had everything planned when we should, which made sure we weren’t making all our decisions at the last minute. The chef was very helpful in working w/ us to make sure we loved our menu but weren’t busting our budget. Throughout the entire process Karisa coordinated w/ all the staff at the hotel so we only had to worry about one point of contact. She was able to expand the room block (helped the hotel wasn’t busy). Many guests remarked at how surprised they were at just how kind and accommodating the hotel was. Extending and altering stays w/o upcharges or fuss. Karisa sent us the room block periodically so we knew who was booked.

For the big day, Karisa did all the coordination work w/ hotel staff, our Mistress of Ceremonies (highly recommend appointing someone) and the DJ to make sure everything was where it was supposed to be when. We truly didn’t have anything to worry about w/ the venue on the big day. She worked w/ us to plan the table layouts: where cake/guestbook/wedding favors/head table(s)/DJ/Photobooth/Dance floor/table arrangements would all go. No one had to miss anything to help, w/ proper planning and coordination they were able to set everything up w/ time to spare.

Thanks to all the planning/coordination we were able to enjoy the night uninterrupted. That’s really the most you could ever ask for w/ a venue, and the Double Tree crushed it. The food was superb. It all tasted delicious and all of our guests remarked how impressed they were. The bar packages were great, w/ a lot of ways to manage. Many options for what to provide and how to pay for it. Our guests had a great time, and the bar staff did a tremendous job. No one had any complaints, only more positive feedback!

When the night finally drew to a close the staff made sure to carefully pack up the leftover donuts (we didn’t do cake) for us. They also took good care of all the special wedding stuff we’d brought (cake cutting knife, bride/groom champagne glasses, etc.) and made sure we got it. They were all very kind and courteous the entire weekend. The hotel bar was great and offered a limited menu perfect for snack food when people got into the hotel and to hang out. The Ganders restaurant was great to have for breakfast (we didn’t do a formal brunch) and offers a menu as well as buffet breakfast that were both very good (albeit not free).

Overall, thoroughly impressed and satisfied!

Rooms were all very clean and well kept. Pool and hottub were great...

I was extremely disappointed with my recent stay at the Doubletree Airport in Grand Rapids. When I first landed at the airport, I could not find the free shuttle to the hotel as advertised. When I called the hotel I was informed that the shuttle wasn’t running at the moment. They did not explain as to why. This was at 4:00PM in the afternoon. After taking an Uber from the airport to the hotel, the establishment seemed nice. It does look like it was recently updated and the lobby was quite full. The initial contact at the front desk was also very friendly. If you want a warm cookie, they have plenty of those. When I got to the room, it looked nice and appeared recently updated. That being said, it had a very musty smell to it. You could see areas where the wall paper and trim were bubbled and warped due to the moisture. Maybe there was a previous water leak? Over the course of the following four nights that I stayed there, I may have gotten 8 hours sleep total. The walls of the room are extremely thin and you can hear everything going on around you. Conversations in the halls and other rooms, television sets, and people were consistently slamming doors at 2, 3 in the morning. This echoed through the hall. The toilet would start running every 15-20 minutes and this was very loud. Even with the door closed it would continue to wake me up and I am a heavy sleeper. The bed/pillows are very uncomfortable as well. I ended up trying to sleep on the couch in the room. You could also hear anytime anyone else turned their water on and it resonated through the walls. I ordered something from room service and had to go down to find out why it was taking so long to get to the room. It took 30 minutes just to get a set of silverware. The people in the restaurant at the hotel were very, very unfriendly. I cannot think of a single positive interaction with them. I didn’t even bother trying for the shuttle to the airport when I left and just took an Uber instead. This may have been the worst Doubletree, or hotel for that matter, that I have ever stayed at and I travel quite a bit for work. Even my colleagues commented about how tired I looked. I will not stay here again and I would never recommend this hotel to anyone. It was completely unacceptable. They have tremendous room for...

I’ve stayed in hotels hundreds of nights per year for nearly 20 years, and this was one of the worst experiences I’ve ever had. Both the condition of the property and the level of customer service were shockingly poor. The management and ownership should be ashamed of the state of this hotel.

Upon calling for shuttle instructions after landing, the staff member I spoke to (likely the night auditor) was rude and hung up mid-sentence after a dismissive response. When I arrived, the same person at the front desk did not greet me, avoided eye contact, and gave only a curt "fine" when I attempted to engage politely. She didn’t offer the customary cookie that DoubleTree is known for.

The morning desk attendant, by contrast, was pleasant and professional, as was one housekeeper who appeared to be a supervisor. Unfortunately, other staff were unprofessional, loud, and even used profanity in earshot of guests.

This property is in serious disrepair: The fire alarm or a similar siren went off at 5:30 a.m. for 30 minutes, with no announcements or instructions. Subsequent calls to the front desk went unanswered. The heater in my room was excessively loud and repeatedly startled me awake. Conversations among housekeeping staff were so loud they disturbed my sleep. The main elevator, pool, and spa were all out of order. The gym was subpar: one treadmill didn’t work at all, another had a broken incline, and the Peloton bike didn’t power on. While the elliptical, dumbbells, and benches were functional, the water cooler’s water tasted like chlorine.

The mini fridge froze all my belongings, including liquid medication that is now unusable and needs replacing. This is completely unacceptable.

There were so many issues that this stay became one of the most unpleasant I’ve ever had. It’s hard to understand how this property retains the Hilton DoubleTree branding given its poorly maintained facilities and unprofessional service. Management urgently needs to address...