Inter-department issues I sent in our institution's tax exempt status days ago before my arrival and during check-out, the sale taxes still showed up. After I explained what happened, the front desk and manager on duty still cannot resolve the issue and I had to call their accounting the following day. Very frustrated about the time and effort I had to spend to get this right. Maybe the JW Marriott Grand Rapids administration can look into this to have more efficiency operation procedure.

Wonderful time Very nice hotel, the room had a partial rover biew but pleasant. Very clean! After our visit was over, we found out a cheaper parking to the one suggestrd by the hotel. Would be nice to have both parkimg options suggested by the hotel employees.

Poor customer service from Emily, front desk supervisor I arrived at the JW Marriott with an understanding that State government rates were allowed (which I confirmed with Marriott reservations before arriving). When I arrived, the woman at the desk, Emily, asked for my government ID. Although there were no pleasantries from Emily, after a day’s travel, I was happy to have arrived and gladly provided my ID. Emily stated that State rates were not honored. I explained that I confirmed with Marriott reservations regarding the rate. However, Emily did not want to listen to the situation nor confirm with Marriott. Rather, Emily very coldly stated that was policy and did not attempt to resolve the misunderstanding or provide any alternatives. As I wasn’t sure if it meant I had to leave, I asked Emily if I could speak to a manager. Emily said there was no manager on duty and I would need to wait until the next day. I asked if she could call the manager on the phone and she refused. Emily again said that they would be in the next day. I asked who the manager was and she stated Liam. I asked again if she could please call Liam on his phone and explain the situation. Emily stated that Liam would not be available until tomorrow. I asked a third time if she could please call his cell phone to explain the miscommunication. Emily again refused to make a phone call or check with a manager. She reiterated that she was the supervisor on duty and she was unable to honor the rate. I asked a fourth time, possibly fifth, to please call Liam and share the situation. Emily said she would make a call and left the front desk for several minutes. Upon returning, Emily stated she spoke with Edison, another manager. She stated that Edison said exactly what she said and that the rate could not be honored. I, again, tried to explain that Marriott approved the rate and asked if I could speak to Edison. Emily said she spoke with him and confirmed the rate could not be honored. Emily provided me Edison’s card and said I could call him in the morning. As I was beginning to question Emily’s integrity and customer service, I explained my cell phone battery was dead and asked if could use the house phone to call Edison. Emily refused. I asked again if I could please use the house phone. Emily said she would be back and left the front desk. After a few minutes, Jon, the security manager, came to speak to me. Jon was very nice and exceeded in customer service. I explain to Jon that I never raised my voice nor did I get angry so I was surprised Emily called security. Jon explained he was the only manager on duty. I explained to Jon what occurred in front of Emily. Jon said he would attempt to call The Marriott to help resolve the communication. As he tried to solve the miscommunication, I walked across the street to the Amway Hotel. At the Amway, the staff was very welcoming and provided an reduced rate when I shared the situation. I returned to confirm Emily cancelled my reservation (which she did). I shared with both Jon and Emily that I would share the story and asked if I wrote the story accurately. Both agreed that my description of the situation. As a Bonvoy member of Marriott, I was surprised that Emily was so unwelcoming and questionably disingenuous. I believe Emily’s failure to meet Marriott’s expectations was because she either disregarded or was not trained in Marriott’s customer service model. Therefore, the rating is not reflective of the hotel but rather of an individual.

Fantastic! Fantastic. From the time we arrived to the time we left, fantastic. The front valet - those young men are the face of this hotel. They were so personable, and so helpful during our stay. I felt as though they went the extra mile with everything they did. Especially with my handicap Father. Hotel room was clean and comfortable. Everything you need for a stay. The view of the river was nice as well as having a corner room. The hotel is walking distance to a lot of attractions downtown.

Disappointing I am always excited when a JW is in a city that I am traveling to. Was not expecting one to appear on my search to Grand Rapids, MI. JW is supposed to be one of the more luxury and fantastic service of the Marriott brands, and at every other JW I have stayed at this has been true. Unfortunately, this one has some management issues they need to fix. So this hotel is not doing any cleaning during your stay. So I have probably stayed in 20+ Marriott hotels over the past 12 months, and all of them offered some sort of cleaning, you have have had to specifically ask for it, but they would do it. So I find it hard to believe that the top luxury brand is not. Michigan no longer has any COVID restrictions in place and everything else has opened up. I think the thing though that really put me in a foul mood over my stay is the restaurant. Since the lounge is not open the hotel is providing $20 vouchers in the restaurant. The first two days, I didn't even use them, the third I decided to have breakfast. The host notified me that they have about a 15 minute wait on seating. She then asked for my phone number and would call me when they could seat me. I was 3rd on the list. Ok, not problem. So after providing my phone number I went up to my room till they called. It never happened. After 45 minutes I went to the restaurant and stated that you never called. She was like, "Oh, I can seat you now". No apology. I also noticed her list of people she had collected. Well everyone was crossed off below me, and my phone number was correctly written down. So I can think of no reasonable excuse why she would have intentionally skipped over over me and never contacted me. It left a sour taste ending my stay in this hotel. As I write this there is a review titled "Not worthy of a JW" in the right column of the page on Trip Advisor. That is an accurate statement.