Comfort Suites Grand Rapids North

Good location and good value

Easy access off highway.

Location

Room and breakfast were great

Check in was easy, and location was great.

Great value and very clean. Staff was friendly and room was bigger than what was needed.

Bem localizado para quem como nós estava de passagem para o Lago Torch. Quarto grande e boas camas. Estacionamento.

It was very easy to get what we need for beds

I wish I were able to provide positive feedback regarding our recent stay at the property located at 350 Dodge St NE in Comstock Park, Michigan. Unfortunately, the level of service and the maintenance issues my wife and I experienced made this one of the most disappointing hotel stays we have had with Choice Hotels.

Our concerns began immediately upon check-in. The front desk associate was on her cell phone and wearing an earbud when we arrived. Although she repeatedly acknowledged us and stated that she would be with us in a moment, we waited approximately five minutes before receiving assistance. She indicated that she was speaking with reservations; however, based on the portion of the conversation we could hear, it appeared to be a personal call. Regardless of the nature of the call, leaving arriving guests waiting while engaged on a cell phone did not provide a professional first impression.

Later that evening, we attempted to leave our room to get ice and discovered that the deadbolt would not unlock. This was more than an inconvenience—it was a serious safety concern because we were literally unable to exit our room. We contacted the front desk, and the male associate who answered said they would look into the problem. No one came to our room to assist us.

After approximately 15 minutes of repeatedly attempting to release the deadbolt, I was finally able to get it to move, but only after striking the lock mechanism with a shoe multiple times. Had there been a fire or another emergency requiring us to leave the room immediately, the consequences could have been much more serious.

When I eventually left the room to get ice, I saw the male front desk associate at the far end of the hallway speaking with someone in another room about a lock issue. I informed him that he had gone to the wrong room and that I had finally managed to get our door unlocked. Once again, I was simply told that they would “look into it.” The deadbolt was never repaired during our stay.

On Friday afternoon, we encountered another maintenance problem when our toilet became clogged. We called the front desk and were again told that someone would look into it. After approximately 30 minutes with no assistance, I went to the front desk personally and asked whether someone was available to address the toilet. I also reminded the staff that the deadbolt issue had still not been corrected.

At that point, I was informed that the hotel’s handyman was on vacation and that no one else was available to handle maintenance issues. I find it extremely concerning that a hotel would apparently have no backup maintenance coverage, particularly when dealing with issues involving guest safety and basic necessities.

I was then offered a plunger and told that I could attempt to unclog the toilet myself. While I certainly understand that unexpected maintenance problems can occur, asking a paying guest to perform hotel maintenance because no staff member is available is not an acceptable customer-service solution.

I reluctantly accepted the plunger, and when the male front desk associate handed it to me, his response was simply, “Good luck.” That comment was particularly disappointing and seemed to reflect the overall lack of concern we experienced throughout our stay.

I used Choice Privileges points for this two-night stay, and based on the condition of the room, the unresolved safety issue, the lack of maintenance support, and the poor level of customer service, I believe using those points was a mistake.

Location and the happy staff

great bedding very nice staff

The hotel is nice for a Choice property. All suites. Bed was comfortable. Property was clean.
Management is another story. Zero communication between housekeeping and maintenance related to upkeep and repairs. Several little things broken in the room. Housekeeping took my shirts accidentally left behind. Management couldn't find them and offered a weak apology. Miserable experience with management. I had called later in the day of check-out, asked them to save the shirts until my return 5 days later. No return call to confirm. 5 days later no one knew what I was talking about and the shirts were long gone. They had never been recovered. I suspect they had never even looked for them. the manager hid in the office, never spoke with me.

The property is for sale, and that makes sense. The current management company cannot actually manage the property. They need to get what they can for the property while it's still in good shape and redeploy that capital into something they understand better.