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Reviews of Best Western Hospitality Hotel & Suites

2.5 out of 5
Best Western Hospitality Hotel & Suites
5500 28th Street SE, Grand Rapids, MI

Reviews

7.4

Good

Rating 10 - Excellent. 304 out of 1001 reviews" "
Rating 8 - Good. 332 out of 1001 reviews" "
Rating 6 - Okay. 166 out of 1001 reviews" "
Rating 4 - Poor. 116 out of 1001 reviews" "
Rating 2 - Terrible. 83 out of 1001 reviews" "

7.6/10

Cleanliness

8.2/10

Staff & service

7.4/10

Amenities

7.2/10

Property conditions & facilities

6.8/10

Eco-friendliness

Reviews

6/10 Okay

Rebecca

Travelled with family
Disliked: Staff & service
Night time staff friendly at check in. Bed were comfortable. Breakfast was ok but location was a little hard to find. Down fall: went to grab a coffee cup in the room and there was dead roach in the cup. At least it was dead. I did inform the staff at check ouy about it and they may need to change the cups. Then other issue we had start but luggage and stuff in the car to leave but had items still in the room, cleaning people saw we were loading uo. I told the staff we are not checking as of yet. I will be a sometime before we check out. It was on about 8:30ish in the morning and check is at 11:00. After telling the cleaning staff we will be a while and saw the room we came out off, they still keep knocking on the room asking if we were leaving and when. I found that to ignoring and rude. It was they were rushing us out the door. I would have understood if it was closer to 11 or we had given the hotel problems but it wasn't. Also it was Saturday morning. I don't know about most people but I like to sleep in on Saturdays. The only reason I didn't is because we had a long drive ahead of us. The hotel is a little dated and could use a little face lift.
Stayed 1 night in May 2024

2/10 Terrible

Niki

Travelled with group
Disliked: Cleanliness, staff & service, property conditions & facilities
They have bed bugs. Stayed in 156 last night. Hotel management was rude and immediately denied this, they made no efforts to rectify the situation or even look into it. Would not even give us a refund. They said we could have requested a different room…. Why would we want another room when we now know there is a bedbug infestation here?!
Stayed 1 night in May 2024
Response from megan on May 20, 2024
Thank you for completing the survey regarding your recent stay at our property.On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.

6/10 Okay

Erica

Disliked: Cleanliness
Stayed 1 night in May 2024
Response from Megan on May 18, 2024
I wanted to take a moment to express my sincere gratitude for choosing to stay with us and for sharing your valuable feedback. Your insights are incredibly important to us as we continually strive to enhance our guests' experiences.

8/10 Good

Andrew Dean

Travelled with partner
Liked: Cleanliness
Disliked: Amenities
Booked stand room through Expedia but then hotel called and said I’d have to cancel my reservation because the room was no longer available and get refund within 7-10 days. If they didn’t have the room they shouldn’t have taken my money in the first place. Expedia rectified the problem and I wound up in a king suite for the same price. Suite was acceptable, furniture was falling apart and everything from the curtains to the wallpaper look like it needed to be ironed .
Stayed 1 night in May 2024
Response from Megan on May 14, 2024
I wanted to extend my sincerest apologies for any inconvenience or issues you encountered during your recent stay with us. Your feedback is incredibly valuable to us, and I want to thank you for taking the time to share your experience.Rest assured, we take your comments seriously and will be addressing the issues you raised to ensure a better experience for all our guests in the future. Your comfort and satisfaction are of the utmost importance to us, and we are committed to making the necessary improvements.Once again, I apologize for any shortcomings during your stay. We truly appreciate your patronage and hope to have the opportunity to welcome you back for a much-improved experience.

6/10 Okay

Jennifer

Disliked: Cleanliness, staff & service
Property Property is well lit with several keypad entry sites- I felt safe. Check in took about 15 min. Staff person said the system kept kicking her out. Carpet felt damp to bare feet and tile felt sticky
Stayed 2 nights in May 2024
Response from Megan on May 14, 2024
I apologize for the delay during your check-in process. Thank you for your patience and for bringing this to our attention. Your feedback is valuable in helping us improve our service. We'll take swift action to address the matter and ensure a smoother experience for future guests. We appreciate your stay with us!

8/10 Good

Leroy

Liked: Cleanliness, staff & service
Stayed 1 night in May 2024
Response from Megan on May 14, 2024
Thank you for your feedback. Please come stay with us again.

6/10 Okay

Toccara

Travelled with family
Liked: Staff & service
Disliked: Property conditions & facilities
Breakfast was absolutely horrible.
Stayed 1 night in May 2024
Response from Megan on May 13, 2024
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.

10/10 Excellent

Stephanie

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Area
Stayed 2 nights in May 2024
Response from Megan on May 13, 2024
Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon.

2/10 Terrible

Christy

Disliked: Cleanliness, property conditions & facilities
Stayed 2 nights in Apr 2024
Response from Megan on May 9, 2024
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.

4/10 Poor

Steven, Barrie

Travelled with family
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
Breakfast was below standard and ends too early. The shower drained too slow, there wasn't enough towels, and the air-conditioner fan was too loud and too close to the bed.
Stayed 1 night in May 2024
Response from Megan on May 8, 2024
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.

10/10 Excellent

LaTasha

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in May 2024
Response from Megan on May 9, 2024
Thank you so much for your positive feedback! We're thrilled to hear that you enjoyed your stay with us. It was a pleasure having you as our guest, and we would love to welcome you back anytime. Please do come stay with us again in the future!

10/10 Excellent

Colleen

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent service, room was clean, beds comfy!
Stayed 1 night in May 2024
Response from megan on May 7, 2024
I wanted to take a moment to extend my sincerest gratitude for taking the time to complete our recent survey. Your feedback is incredibly valuable to us as it helps us to continuously improve and enhance our services.Moreover, I want to express my heartfelt thanks for choosing to stay with us. We truly appreciate the opportunity to host you and we hope that your experience with us was nothing short of excellent.

8/10 Good

Ellen

Liked: Staff & service
No jacuzzi at the pool
Stayed 1 night in May 2024
Response from Megan on May 4, 2024
Thank you for your feedback and stay. Sorry we no longer have a jacuzzi.

10/10 Excellent

Alexander

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Front desk clerk went above and beyond with service to get an expensive electronics forgotten item back to me via UPS. Outstanding service.
Stayed 1 night in Apr 2024
Response from Megan on May 1, 2024
Thank you for your amazing review. Glad we could be of service. Have a great day.

8/10 Good

corinne

Travelled with family and small children, Travelled with pets
Liked: Cleanliness, amenities
The bedsheets were dirty/stained and the property grounds have a lot of debris and trash on the premises. I enjoyed the location and pool. Great breakfast!
Stayed 1 night in Apr 2024
Response from Megan on Apr 24, 2024
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.

6/10 Okay

Michael

Liked: Cleanliness
The highway noise is constant. Do NOT get an outside room. Key cards failed after first day. Nice looking indoor pool ( though I didn’t use ) The center courtyard and outside are weedy and unkempt.
Stayed 2 nights in Apr 2024
Response from Megan on Apr 22, 2024
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.

4/10 Poor

Kayla

Disliked: Cleanliness
The bedding was not changed when we arrived.
Stayed 1 night in Apr 2024
Response from Megan Williams on Apr 15, 2024
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.

8/10 Good

LAURA L

Stayed 1 night in Apr 2024
Response from Megan on May 4, 2024
Than k you for your stay and feedback.

6/10 Okay

Trina

Stayed 1 night in Mar 2024
Response from Megan Williams on Apr 5, 2024
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.

4/10 Poor

Patrick

Travelled with family
Liked: Staff & service
Disliked: Cleanliness
Blood stains on curtains, dirty carpet throughout, place also smells funky. Definitely won't be back.
Stayed 2 nights in Mar 2024
Response from Megan Williams on Mar 30, 2024
Thank you for completing the survey regarding your recent stay at our property.On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.

8/10 Good

Michelle

Travelled with family
Nice, clean property
Stayed 1 night in Mar 2024
Response from Megan Williams on Mar 29, 2024
Thank you for completing the survey regarding your recent stay at our property.Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon.

10/10 Excellent

corinne

Travelled with family and small children, Travelled with pets
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
They took great care of our family. Thanks for breakfast daily!
Stayed 10 nights in Mar 2024
Response from Megan Williams on Mar 19, 2024
Thank you for completing the survey regarding your recent stay at our property.Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon.

6/10 Okay

Kimberly

Travelled with family, Travelled with pets
Rooms were spacious and clean. Dislike - the overpowering smell of weed when coming back to our room after dinner. Breakfast was lacking and poor. No hot water. No microwave to make the oatmeal packets that were there. Only fruit was apples. I went up at 8 am and there was no eggs, no biscuits, no bacon or sausage and very little muffins and bread.
Stayed 1 night in Feb 2024
Response from Megan Williams on Feb 28, 2024
Thank you for your feedback and stay. We will look in to correcting those issues, to not have this problem again.

8/10 Good

Kelly

Business traveller
Liked: Staff & service
Great staff and quiet room
Stayed 1 night in Jan 2024
Response from Megan Williams on Feb 21, 2024
Thank you for your stay and your feedback. Have a great day.

4/10 Poor

Shelby

Stayed 2 nights in Feb 2024
Response from A on Feb 16, 2024
I am sorry to hear you didn't enjoy your stay with us. We are awaiting pickup for your jacket and it should be on the way shortly.

8/10 Good

Riyadh

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
I like the property and how everyone was very nice and friendly.
Stayed 1 night in Feb 2024
Response from A. on Feb 12, 2024
Thank you so much for taking the time to leave us this review. It pleases us to know that you enjoyed our staff. Please come see us again sometime!

2/10 Terrible

Tim van

Stayed 1 night in Feb 2024
Response from Megan Williams on Mar 23, 2024
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.

4/10 Poor

Mark

Travelled with family, Travelled with pets
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Had an issue when checking in that was resolved quickly but shouldn’t have happened. Clerk said payment was declined due to insufficient funds. Paid via Expedia & showed receipt. They looked into it closer & found the issue. Not sure of the details but did get it resolved fairly quick.
Stayed 1 night in Feb 2024
Response from Megan Williams on Feb 9, 2024
Sorry for the inconvience. We will be working on the issue insure no future problems. Thank you for your stay and your feedback.

8/10 Good

Bonnie

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The only thing that I con say bad it. It sounded like someone was tapping on the door all night. But when I got up and checked it was the heater making the noise. Everything other then that it was good.
Stayed 1 night in Jan 2024
Response from Megan Williams on Jan 26, 2024
Sorry for the noise we will be looking into it to get it taken care of. Thank you for your feedback and stay.

6/10 Okay

Carolyn

Business traveller, Travelled with pets
Liked: Cleanliness, amenities, property conditions & facilities
The breakfast on my last day there was not good the eggs and sausage had a bad smell to them and I could not eat due to the smell
Stayed 2 nights in Jan 2024
Response from Megan Williams on Jan 25, 2024
Sorry to hear that your breakfast was not up to your liking. We will be lokking into it. Thank you for your stay and feedback.

8/10 Good

Jennifer

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Jan 2024
Response from Megan Williams on Jan 11, 2024
Thank you for your recent stay and feeback. Have a great day!

10/10 Excellent

Terry

Liked: Cleanliness, property conditions & facilities
Stayed 2 nights in Dec 2023
Response from Megan Williams on Jan 11, 2024
Thank you for your recent stay and feedback. Have a great day.

10/10 Excellent

Jeff

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Dec 2023
Response from Greg A. GM on Jan 4, 2024
Thank you Jeff for providing us with your valuable feedback. We appreciate you and your positive review.

4/10 Poor

James

Travelled with group
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very dirty, smelt like Marijuana in hallways and our room. Breakfast was not good.
Stayed 1 night in Dec 2023
Response from Greg Alder, GM on Dec 20, 2023
I sincerely apologize for your experience here at our property. We are currently undergoing some big changes and hope to present a better experience if you would so give us another opportunity to make it right. Again, we apologize.

8/10 Good

Josue

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The place is very close to the airport. The pool was nicely kept. Shopping centers and restaurants are up and down the road.
Stayed 4 nights in Jul 2023
Response from Greg Alder, GM on Dec 20, 2023
Thank you for your positive feedback from your recent stay with us.

6/10 Okay

Thomas

Stayed 1 night in Dec 2023
Response from Greg Alder, GM on Dec 20, 2023
We appreciate you and your valuable feedback. Thank you!

6/10 Okay

Larry

Business traveller
Liked: Cleanliness, amenities, property conditions & facilities
We were a group of three with three different rooms. Want to signed room had dirty beds dirty towels and it had to go back down and ask for a clean room. They are unable to print our receipts or email them to us cuz their service was down this caused a problem for us to get reimbursed from our employer. The motel also charged my card twice for my room and I'm still waiting a day later for it to be rectified.
Stayed 1 night in Dec 2023
Response from Greg Alder, GM on Dec 20, 2023
I sincerely apologize for the not so wonderful accommodations that you experience at our property. I assure you though this feedback will be taken seriously. We have many changes coming. Again, Thank you for your feedback.

8/10 Good

Felicia

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Our key failed to open the door once. Other than they it was fine. I slept like a rock.my son slept great also.they staff was nice. Thank you.
Stayed 2 nights in Nov 2023
Response from Greg Alder, GM on Dec 20, 2023
Thank you so much for your positive review. Our family here at the Best Western Cascade work very hard to provide everyone with comfortable accommodations. Again, thank you for your feedback.

6/10 Okay

Verified traveller

Travelled with family
Liked: Staff & service
Breakfast eggs were gone and not replaced in the first hour. Room was not serviced over the weekend. General cleanlyness was good and the staff was very pleasent and helpfull.
Stayed 3 nights in Nov 2023
Response from Greg Alder, GM on Dec 20, 2023
Thank you for your much valued feedback. I will pass this review on to the hotel staff and let them know they are doing a good job. I will look into and correct the long wait for hot food. Our apologies.\

2/10 Terrible

Carlos

Disliked: Cleanliness, staff & service, property conditions & facilities
Don't stay at this hotel Is the durty and worse hotel ever and the staff are rude
Stayed 1 night in Nov 2023
Response from Greg Alder, GM on Dec 20, 2023
Thank you for your valuable feedback. I apologize for your experience here at our property. We are currently undergoing some big changes. We hope you give us another chance here in the next 6 months.

8/10 Good

Verified traveller

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good value/Close to airport
The hotel keeps coffee available all day/night. The staff were friendly and helpful. The place is a bit dated but it is centrally located and was a comfortable stay.
Stayed 1 night in Nov 2023
Response from Greg Alder, GM on Dec 20, 2023
Thank you for taking time to provide us with your feedback. Our family here at the Best Western Cascade are working hard and diligently to make every guests next stay a better one. Again thank you.

2/10 Terrible

Bayli

Travelled with group
Disliked: Cleanliness, amenities, property conditions & facilities
They were overbooked, so we lost our double Queen room, which was manageable since they had an open king suite we were able to take. However, the room was gross. Breakfast was disgusting, and the location felt unsafe.
Stayed 1 night in Nov 2023
Response from Greg Alder, GM on Dec 20, 2023
I would like to start by apologizing for your less than suitable accommodations and experience at our property. I assure you your words have not fallen on deaf ears. We will learn from this. Again, thank you.

6/10 Okay

Lisa

Travelled with pets, Travelled with partner
Disliked: Amenities
The location is great. Front desk staff was very friendly. The thermostat didn’t work properly, broken tv remote and the breakfast wasn’t what was listed and everything seemed to be empty only an hour into breakfast
Stayed 1 night in Nov 2023
Response from Greg Alder, GM on Dec 20, 2023
We are grateful for your feedback. I will let our Front Desk staff know about your kind review. I will also forward your feedback to our food and beverage dept. This will definitely be a learning opportunity. Again, Thank you.

8/10 Good

Patricia

Liked: Cleanliness, staff & service
Pool was down for maintenance. Room had no safe.
Stayed 1 night in Nov 2023
Response from Greg Alder, GM on Dec 20, 2023
Thank you for giving our property a positive review. Our pool has been completely re-plumbed and is now working properly. Hopefully you will be able to enjoy it soon.

4/10 Poor

Amanda

Travelled with family and small children
Disliked: Cleanliness, amenities, property conditions & facilities
The pool was closed and was not told until after the entire weekend was paid for and we were checked in, the beds are quite hard and their pillows are the size of a couch pillow, there was plates of food laying on the floor outside of rooms for hours, all I could smell every time I walked out of my room was weed, someone was either smoking it very often and in large amounts cuz it was quite strong smelling. When checking out I asked to be compensated in some way for the pool being closed, as I had read from reviews that it was literally closed two weeks before that as well and the women at the counter kept telling me that was a lie, dismissing what I was saying and just talking over me repeated it was a lie and then said you can't believe every review. Their driveway is very hard to pull out of especially if you need to make a left to get on 96 it's almost impossible especially during heavy traffic times.
Response from Greg Alder, GM on Dec 20, 2023
Thank you for taking time out of your busy schedule to provide us with your very valuable feedback. Your feedback has been forwarded to the new management team. We will take care of this. Again our apologies.

8/10 Good

David

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Nov 2023
Response from Greg Alder, GM on Dec 20, 2023
Thank you for your positive review. We appreciate your feedback.

6/10 Okay

Courtney, Grand Rapids

Travelled with partner
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
The breakfast was good. Because you can tell the property is under new management they still have work to do. Our microwave and the TV did not work and they didn't have any functional rooms to move us to.
Stayed 1 night in Oct 2023
Response from Greg Alder, GM on Dec 20, 2023
Thank you for taking the time to provide us with your feedback. We greatly appreciate you and how understanding you are. Again thank you.

6/10 Okay

RAYMOND

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Oct 2023
Response from Greg Alder, GM on Dec 20, 2023
Thank you for providing us with your valuable feedback.

8/10 Good

Caitlyn

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Oct 2023
Response from Greg Alder, GM on Dec 20, 2023
Thank you for taking the time to provide us with your positive feedback.

6/10 Okay

Jean

Disliked: Cleanliness
Stayed 1 night in Oct 2023
Response from Greg Alder, GM on Dec 20, 2023
Thank you for your feedback.