Home2 Suites by Hilton Grand Rapids Northeast

I’ve been staying at this hotel since it opened last fall. Early visits were a bit rough, but I assumed that was just part of the new-hotel learning curve. The property is affordable and conveniently located, so despite inconsistent service, I’ve continued staying here. I’m a Hilton Diamond member with 100+ nights this year, many at various Home2Suites. During my most recent stay, my husband joined me, and we were surprised to find the hotel charges $5/hour just to be plugged into the EV charger, in addition to the normal charging fee. It’s also a slow charger, so a full charge cost me $70 just to plug in. When I asked about the pricing, it took a lot of back and forth before staff finally admitted that hotel management set the rate, rather than the charging company as they initially claimed, and even then, they weren’t helpful in resolving the issue. Since that stay in October, I’ve continued monitoring EV charging options at other Hilton properties, and the trend is clear, most are complimentary for guests, or charge only a minimal fee. At this location, however, management seems intent on passing off responsibility rather than improving the guest experience. After additional discussion, the staff eventually agreed to provide Hilton Honors points as a courtesy for the inconvenience, but no surprise, they were never actually issued. This seems consistent with the overall approach here: ignore problems or make promises that quietly go unfulfilled. Check-in rarely starts on time, staff training is minimal, and I’ve even had to help front desk employees troubleshoot basic system issues during past stays. This property could be great with the right leadership and training, but right now it’s one of the weakest Hilton experiences I’ve had. I am hopeful the property management will reconsider its EV charging policies, but until they do, I will not be back. Additionally, before leaving my review, I read others posted here, and the negative reviews are very consistent with my personal experience. There are plenty of other Hilton Properties in the GR area - spend your money elsewhere.

Amazing hotel. Our room had a kitchen with all the amenities including a toaster, plates, silverware and a full size refrigerator. The king size bed was so comfortable. The room was very clean with plenty of towels. Our kids loved the pool and towels were provided. The gym has a peloton and free weights. There are walking distance restaurants which was convenient. The staff were very helpful and friendly. My kids love the waffles from the breakfast bar. There was plenty of coffee, juices and teas provided with flavored creamers.

Very quick easy check in! Very clean, nice pool, outside patio, and nice breakfast/snack options!