TownePlace Suites by Marriott Grand Rapids Airport Southeast

Oh how I wish I had read these reviews before booking. Although to be honest I think I would have thought, "Oh that won't happen to me." Very long story but I will try to shorten it. Booked a reservation July 5th for 2 rooms for an overnight stay on July 10th, credit card was charged for two rooms with a non-refundable/non-changeable rate. Upon check-in we were given keys to one room. Front desk man was pleasant and extremely apologetic as he saw the email confirmation clearly stated 2 rooms were booked. Unfortunately hotel was sold out and he said his manager only left him keys for one room. Our out of country guests stayed while we searched for another hotel (found a room after contacting 3 other hotels.) He did say the sofa bed pulls out but it was far too small for 2 adults and the end would lay across the end of the bed. The next morning when picking up our guests we asked for the manager. At this point, our credit card had not only been charged for the 2 rooms back on the 5th but now it had been charged twice more for 2 rooms. At this point our credit card had been charged over $850. We asked for a full refund from Nicole, the manager, as we did not get what we had booked and she said, "My regional manager will have to handle that as you had a split reservation and you did get the room you reserved." We had no idea what a split reservation was and she kept saying over and over that in her system it showed a split reservation and that when we made the reservation we only confirmed one room. Unfortunately for her the email clearly states we booked 2 rooms and had a description of both rooms booked. But she continued to state that their system does not accept multiple bookings in one reservation and that we needed to make 2 reservations if we wanted more than one room. At no point in the booking did it ever state that more than one reservation was needed and again both the email confirmation and the fact our credit card had now been charged for 4 rooms clearly showed that the booking issue was not on our end. Also, one would think that if it shows a split reservation in her system that she would call the guest to confirm the number of rooms needed when she only saw one booking. Interestingly she said that we were the second people this had happened to recently. She was quite rude and disrespectful and although she said her regional manager would reach out to us via email she refused to give us their name so we would know who to expect to hear from. Also she said she was unable to print out the receipt for the one room our guests stayed in. An employee who had been there less than a week was able to print it out for us. Not only that but several days later we received a mysterious additional charge of $27-28. We asked our out of country guests if they purchased anything and they did not. One week later, checking our credit card statement not only has the original booking charge disappeared but so has this mystery $27-28. One of the room charges has been credited. Unfortunately this room charge is more than our original booking rate but at this point we are done dealing with Nicole. We have submitted a review to Marriott and written a follow up letter but doubt we'll hear anything. If you stay here and you want more than one room better book each room individually and then like others have said, watch your credit card for extra charges.

Only stayed 1 night but everything was good

El personal muy atento; las habitaciones súper cómodas y pudimos disfrutar del gimnasio todas las mañanas. Muy buenas opciones para el desayuno. Especial mención a la señora de la cocina, muy amable y colaboradora; al igual que la desayuno la limpieza del piso 4

good location.. good people

the breakfast was good. the location was great. very nice place. very friendly and helpful staff.

Great place to stay!

Wasn’t far from the events we were attending