Jw Marriott Hotel Grand Rapids

“Exceptional Omelette Maker/hotel”

Nice hotel, great location. Walking distance to lots of great restaurants. I want to give a special shoutout to the restaurant for breakfast. The omelette gentleman made the best omelette I’ve ever had and I could tell he truly enjoys his job! Will be back in August!

“Pick something else if you have plans the day you check in”

We stayed here this past weekend. We drove from about 3 hours away to attend at concert at Van Andel and celebrate a birthday. I booked a few weeks in advance. A week or so before we realized that the 4pm check-in time would be kind of late since we thought we’d get into town earlier. I called to a… more

We stayed here this past weekend. We drove from about 3 hours away to attend at concert at Van Andel and celebrate a birthday. I booked a few weeks in advance. A week or so before we realized that the 4pm check-in time would be kind of late since we thought we’d get into town earlier. I called to ask for an earlier check-in. I was not guaranteed an earlier check-in but they said they would make a note and I could call back the day of to see if I would have an earlier check-in. I called back the day of check-in and explained that I had called previously. I was told they would prioritize my room with housekeeping & while they couldn’t say how earlier I would be able to get in, I should be able to get in prior to 4pm. So you can imagine my surprise when I arrived at the hotel and proceeded to wait in a long check-in line because when I checked in with the app, I couldn’t pick an arrival time prior to 5:15pm. We did encounter traffic so we arrived after 4pm but it wasn’t even 4:30. I was honestly shocked when the desk staff asked for the best phone number to reach me because my room wasn’t ready. From the conversations happening around me, no one’s room was ready. They couldn’t tell me how long it would be until my room would be ready. This is after calling twice to ask for an early check-in. We were offered a pass to the executive lounge but the only reason we got into our room before 6pm is that I kept refreshing the app to look for the mobile key. Our plans for a nice dinner before the concert were dashed. By the time we got our room, freshened up, and got to the arena we only had time to grab food there at the concert. I’m not sure why there were no rooms ready at our check-in time but I think it would help to get rid of the noon check-out. Or perhaps they accommodate late check-outs over early check-ins. The room was fine, it was clean - everyone who worked at the hotel that I interacted with was pleasant but I regret picking this hotel. Arriving and not being able to check-in just soured the evening and made it stressful. I think there’s room for them to improve their check-in and check-out policies.

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