Terrace/patio

Reviews of Best Western Hospitality Hotel & Suites

2.5 out of 5
Best Western Hospitality Hotel & Suites
5500 28th Street SE, Grand Rapids, MI

Reviews

7.4

Good

Rating 10 - Excellent. 312 out of 1001 reviews" "
Rating 8 - Good. 335 out of 1001 reviews" "
Rating 6 - Okay. 159 out of 1001 reviews" "
Rating 4 - Poor. 116 out of 1001 reviews" "
Rating 2 - Terrible. 79 out of 1001 reviews" "

7.8/10

Cleanliness

8.2/10

Staff & service

7.4/10

Amenities

7.4/10

Property conditions & facilities

7.0/10

Eco-friendliness

Reviews

10/10 Excellent

corinne

Travelled with family and small children, Travelled with pets
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
They took great care of our family. Thanks for breakfast daily!
Stayed 10 nights in Mar 2024
Response from Megan Williams on 19 Mar 2024
Thank you for completing the survey regarding your recent stay at our property.Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon.

6/10 Okay

Kimberly

Travelled with family, Travelled with pets
Rooms were spacious and clean. Dislike - the overpowering smell of weed when coming back to our room after dinner. Breakfast was lacking and poor. No hot water. No microwave to make the oatmeal packets that were there. Only fruit was apples. I went up at 8 am and there was no eggs, no biscuits, no bacon or sausage and very little muffins and bread.
Stayed 1 night in Feb 2024
Response from Megan Williams on 28 Feb 2024
Thank you for your feedback and stay. We will look in to correcting those issues, to not have this problem again.

8/10 Good

Kelly

Business traveller
Liked: Staff & service
Great staff and quiet room
Stayed 1 night in Jan 2024
Response from Megan Williams on 21 Feb 2024
Thank you for your stay and your feedback. Have a great day.

4/10 Poor

Shelby

Stayed 2 nights in Feb 2024
Response from A on 16 Feb 2024
I am sorry to hear you didn't enjoy your stay with us. We are awaiting pickup for your jacket and it should be on the way shortly.

8/10 Good

Riyadh

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
I like the property and how everyone was very nice and friendly.
Stayed 1 night in Feb 2024
Response from A. on 12 Feb 2024
Thank you so much for taking the time to leave us this review. It pleases us to know that you enjoyed our staff. Please come see us again sometime!

2/10 Terrible

Tim van

Stayed 1 night in Feb 2024
Response from Megan Williams on 23 Mar 2024
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.

4/10 Poor

Mark

Travelled with family, Travelled with pets
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Had an issue when checking in that was resolved quickly but shouldn’t have happened. Clerk said payment was declined due to insufficient funds. Paid via Expedia & showed receipt. They looked into it closer & found the issue. Not sure of the details but did get it resolved fairly quick.
Stayed 1 night in Feb 2024
Response from Megan Williams on 9 Feb 2024
Sorry for the inconvience. We will be working on the issue insure no future problems. Thank you for your stay and your feedback.

6/10 Okay

Carolyn

Business traveller, Travelled with pets
Liked: Cleanliness, amenities, property conditions & facilities
The breakfast on my last day there was not good the eggs and sausage had a bad smell to them and I could not eat due to the smell
Stayed 2 nights in Jan 2024
Response from Megan Williams on 25 Jan 2024
Sorry to hear that your breakfast was not up to your liking. We will be lokking into it. Thank you for your stay and feedback.

10/10 Excellent

Terry

Liked: Cleanliness, property conditions & facilities
Stayed 2 nights in Dec 2023
Response from Megan Williams on 11 Jan 2024
Thank you for your recent stay and feedback. Have a great day.

4/10 Poor

James

Travelled with group
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very dirty, smelt like Marijuana in hallways and our room. Breakfast was not good.
Stayed 1 night in Dec 2023
Response from Greg Alder, GM on 20 Dec 2023
I sincerely apologize for your experience here at our property. We are currently undergoing some big changes and hope to present a better experience if you would so give us another opportunity to make it right. Again, we apologize.

8/10 Good

Josue

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The place is very close to the airport. The pool was nicely kept. Shopping centers and restaurants are up and down the road.
Stayed 4 nights in Jul 2023
Response from Greg Alder, GM on 20 Dec 2023
Thank you for your positive feedback from your recent stay with us.

6/10 Okay

Thomas

Stayed 1 night in Dec 2023
Response from Greg Alder, GM on 20 Dec 2023
We appreciate you and your valuable feedback. Thank you!

6/10 Okay

Larry

Business traveller
Liked: Cleanliness, amenities, property conditions & facilities
We were a group of three with three different rooms. Want to signed room had dirty beds dirty towels and it had to go back down and ask for a clean room. They are unable to print our receipts or email them to us cuz their service was down this caused a problem for us to get reimbursed from our employer. The motel also charged my card twice for my room and I'm still waiting a day later for it to be rectified.
Stayed 1 night in Dec 2023
Response from Greg Alder, GM on 20 Dec 2023
I sincerely apologize for the not so wonderful accommodations that you experience at our property. I assure you though this feedback will be taken seriously. We have many changes coming. Again, Thank you for your feedback.

8/10 Good

Felicia

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Our key failed to open the door once. Other than they it was fine. I slept like a rock.my son slept great also.they staff was nice. Thank you.
Stayed 2 nights in Nov 2023
Response from Greg Alder, GM on 20 Dec 2023
Thank you so much for your positive review. Our family here at the Best Western Cascade work very hard to provide everyone with comfortable accommodations. Again, thank you for your feedback.

6/10 Okay

Verified traveller

Travelled with family
Liked: Staff & service
Breakfast eggs were gone and not replaced in the first hour. Room was not serviced over the weekend. General cleanlyness was good and the staff was very pleasent and helpfull.
Stayed 3 nights in Nov 2023
Response from Greg Alder, GM on 20 Dec 2023
Thank you for your much valued feedback. I will pass this review on to the hotel staff and let them know they are doing a good job. I will look into and correct the long wait for hot food. Our apologies.\

2/10 Terrible

Carlos

Disliked: Cleanliness, staff & service, property conditions & facilities
Don't stay at this hotel Is the durty and worse hotel ever and the staff are rude
Stayed 1 night in Nov 2023
Response from Greg Alder, GM on 20 Dec 2023
Thank you for your valuable feedback. I apologize for your experience here at our property. We are currently undergoing some big changes. We hope you give us another chance here in the next 6 months.

8/10 Good

Verified traveller

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good value/Close to airport
The hotel keeps coffee available all day/night. The staff were friendly and helpful. The place is a bit dated but it is centrally located and was a comfortable stay.
Stayed 1 night in Nov 2023
Response from Greg Alder, GM on 20 Dec 2023
Thank you for taking time to provide us with your feedback. Our family here at the Best Western Cascade are working hard and diligently to make every guests next stay a better one. Again thank you.

2/10 Terrible

Bayli

Travelled with group
Disliked: Cleanliness, amenities, property conditions & facilities
They were overbooked, so we lost our double Queen room, which was manageable since they had an open king suite we were able to take. However, the room was gross. Breakfast was disgusting, and the location felt unsafe.
Stayed 1 night in Nov 2023
Response from Greg Alder, GM on 20 Dec 2023
I would like to start by apologizing for your less than suitable accommodations and experience at our property. I assure you your words have not fallen on deaf ears. We will learn from this. Again, thank you.

6/10 Okay

Lisa

Travelled with pets, Travelled with partner
Disliked: Amenities
The location is great. Front desk staff was very friendly. The thermostat didn’t work properly, broken tv remote and the breakfast wasn’t what was listed and everything seemed to be empty only an hour into breakfast
Stayed 1 night in Nov 2023
Response from Greg Alder, GM on 20 Dec 2023
We are grateful for your feedback. I will let our Front Desk staff know about your kind review. I will also forward your feedback to our food and beverage dept. This will definitely be a learning opportunity. Again, Thank you.

8/10 Good

Patricia

Liked: Cleanliness, staff & service
Pool was down for maintenance. Room had no safe.
Stayed 1 night in Nov 2023
Response from Greg Alder, GM on 20 Dec 2023
Thank you for giving our property a positive review. Our pool has been completely re-plumbed and is now working properly. Hopefully you will be able to enjoy it soon.

4/10 Poor

Amanda

Travelled with family and small children
Disliked: Cleanliness, amenities, property conditions & facilities
The pool was closed and was not told until after the entire weekend was paid for and we were checked in, the beds are quite hard and their pillows are the size of a couch pillow, there was plates of food laying on the floor outside of rooms for hours, all I could smell every time I walked out of my room was weed, someone was either smoking it very often and in large amounts cuz it was quite strong smelling. When checking out I asked to be compensated in some way for the pool being closed, as I had read from reviews that it was literally closed two weeks before that as well and the women at the counter kept telling me that was a lie, dismissing what I was saying and just talking over me repeated it was a lie and then said you can't believe every review. Their driveway is very hard to pull out of especially if you need to make a left to get on 96 it's almost impossible especially during heavy traffic times.
Response from Greg Alder, GM on 20 Dec 2023
Thank you for taking time out of your busy schedule to provide us with your very valuable feedback. Your feedback has been forwarded to the new management team. We will take care of this. Again our apologies.

8/10 Good

David

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Nov 2023
Response from Greg Alder, GM on 20 Dec 2023
Thank you for your positive review. We appreciate your feedback.

6/10 Okay

Courtney, Grand Rapids

Travelled with partner
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
The breakfast was good. Because you can tell the property is under new management they still have work to do. Our microwave and the TV did not work and they didn't have any functional rooms to move us to.
Stayed 1 night in Oct 2023
Response from Greg Alder, GM on 20 Dec 2023
Thank you for taking the time to provide us with your feedback. We greatly appreciate you and how understanding you are. Again thank you.

6/10 Okay

RAYMOND

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Oct 2023
Response from Greg Alder, GM on 20 Dec 2023
Thank you for providing us with your valuable feedback.

8/10 Good

Caitlyn

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Oct 2023
Response from Greg Alder, GM on 20 Dec 2023
Thank you for taking the time to provide us with your positive feedback.

6/10 Okay

Jean

Disliked: Cleanliness
Stayed 1 night in Oct 2023
Response from Greg Alder, GM on 20 Dec 2023
Thank you for your feedback.

2/10 Terrible

Melissa

Travelled with family and small children
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Pool closed for maintenance. Smells bad. Very old and dirty overall. Many things are broken-card reader on outside door, bar in elevator, chairs, exercise equipment, tv in fitness center.
Stayed 1 night in Oct 2023

8/10 Good

Sandra

Liked: Cleanliness, staff & service, property conditions & facilities
When I booked they did not tell us the pool wasnt open..it should be noted on their site..that is one of the reasons we booked there..the rooms were nice and clean..the breakfast could have been better..coffee was out..no butter sometimes..there was no cream cheese..only once..the guy wasnt doing a very good job..
Stayed 4 nights in Oct 2023

4/10 Poor

Malisa

Travelled with family, Travelled with family and small children, Travelled with partner
Disliked: Property conditions & facilities
Only one double queen room of the two dble queen rooms we reserved. was unavailable and we got the protection plan. They upgraded to a king but only a couch available for our guest that was extra had to sleep in couch. Never supplied the bedding for the couch bed until we requested and only got two bath towels four 4 people and when ask for more was only given one. Other than that it was ok pool water was cold. No hot tub here.
Stayed 1 night in Oct 2023

4/10 Poor

Norbert

Liked: Cleanliness
Disliked: Staff & service
There was only the desk chair in the room, no other chair. Bummer. The type of tile used in the bathroom, sink and entry door area gets very slippery and dangerous especially when wet. AS an older physically limited person in a so called "accessible" room, I felt very at risk and would NOT recommend this facility.
Stayed 1 night in Sep 2023

10/10 Excellent

Kirk

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Was enjoyable
Stayed 1 night in Sep 2023

8/10 Good

Jimmy

Liked: Room comfort
Stayed 1 night in Sep 2023

6/10 Okay

Chay

Liked: Staff & service
It was like someone bought this motel with tons of rooms back in the 80s and it kind of just stay that way… it was cheap. I really can’t complain.
Stayed 1 night in Sep 2023

6/10 Okay

SCOTT, Lanse

Business traveller, Travelled with partner
Disliked: Staff & service, amenities, property conditions & facilities
Room was okay but the hallway smelled and wa dirty as well as the fentrance and parking area were dirty. Also the breakfast was pathetic and the staff were unhelpful. I did not have high expectations of a cheaper hotel option but they failed to even meet them.

2/10 Terrible

Verified traveller

Disliked: Cleanliness, property conditions & facilities, room comfort
When we arrived, the hallway to our room was filled with garbage bags, the carpet was covered in debris and the elevator lights were not working.
Stayed 1 night in Sep 2023

2/10 Terrible

Angela

Disliked: Staff & service
Stayed 1 night in Aug 2023

10/10 Excellent

Amy

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Honestly we checked in about 4:30 and the front desk was worried, our room wasn’t ready they only had 2 housekeeping staff and told me they didn’t know when we would be able to get in our room. They were very apologetic and upgraded our room to a king suite so we could get in right away. Very professional and eager to make it right. The next morning we went to breakfast and you could tell the young guy was the only one working. He was trying to clean tables and refill everything and a little stressed. Everything was cold but they were honestly trying. I’d give them 20 stars if I could. These poor workers were doing everything they could to keep up. Thank you all for working so hard. I’d rather have cold breakfast with a staff trying than have them give up entirely. We appreciated you all.
Stayed 1 night in Sep 2023

10/10 Excellent

Rhonda

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Tonya on the front desk is the best! She told me about the discount at Brann's Steakhouse next door, so we went and had delicious meals.
Stayed 1 night in Sep 2023

2/10 Terrible

Nicholas

Travelled with family, Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Had the money and it wasntbaccepted
Stayed 1 night in Sep 2023
Response from Nicole on 15 Sept 2023
Thank you for the comments regarding your recent stay with us. We are sorry that we were unable to meet your expectations during your stay. Guest satisfaction is something we strive for every day and your feedback is very much appreciated. Please know we use all feedback, both positive and constructive when reviewing the services and accommodations we provide to our guests. If we can be of further assistance, please don't hesitate to let us know.

4/10 Poor

Verified traveller

Travelled with family
Liked: Cleanliness
Disliked: Staff & service
Reviews aren't always accurate!
My daughter and I unexpectedly needed to stay one night in a hotel around 945pm on Wednesday August 23, 2023. After quickly reading reviews on hotels in the area I chose to book this one. We've stayed at many Best Westerns in the last few years and have always been pleased with our stay. I wish I could say the same about this property. While the front desk employee was very friendly at check in, he wasn't there when I arrived. I had to call him to tell him I arrived and needed to check in. I realize times are tough and businesses are struggling to get employees. I wasn't able to locate my Best Western Rewards number and he told me he wasn't able to help me with that at all. I double checked with him because I have received help from front desk employees previously at different Best Westerns. He gave us totally incorrect directions of where to park our car and how to get to our room. It took us FOREVER to actually find our room and ironically we had a person walking in front of us and a couple behind us "hiking" trying to find their rooms too. Guests in room directly across from us were very loud in and out of their room all night long. I began to wonder if the guest in that room was doing a little "side business". In the morning I needed to check out and get a receipt. No one at the front desk. Waited 10 minutes, no one came. So, called AGAIN to find an employee only to be told he couldn't help me because he was too busy! Needless to say, that was our 1st and last time here!
Stayed 1 night in Aug 2023
Response from Nicole on 15 Sept 2023
Thank you for the comments regarding your recent stay with us. We are sorry that we were unable to meet your expectations during your stay. Guest satisfaction is something we strive for every day and your feedback is very much appreciated. Please know we use all feedback, both positive and constructive when reviewing the services and accommodations we provide to our guests. If we can be of further assistance, please don't hesitate to let us know.

10/10 Excellent

Margaret

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Everything was great, and the breakfast was really good.
Stayed 1 night in Sep 2023

2/10 Terrible

Garrett

Travelled with partner
Liked: Property conditions & facilities
Disliked: Staff & service, amenities
The staff at the check in was very short and vague with me, rude attitude, and tried to deny that I had a room available, even tho I had booked it online prior to coming. After he finally listened to me and took my verification from my email and looked up my room so I could pay, was rude telling me to put my card in the reader when the card wasn’t even on. He continued to have an attitude towards me as if the card reader not being on was my fault. Also the vending machines for the drinks were completely empty.
Stayed 1 night in Sep 2023

2/10 Terrible

Douglas

Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
The hotel had no rooms available when I arrived due to an electrical fire. I was not notified... I had to find a room in another hotel at midnight....
Stayed 1 night in Aug 2023

6/10 Okay

Vicki

Travelled with partner
Liked: Staff & service
Disliked: Property conditions & facilities
The outside is run down, the fixtures and bathrooms are run down with shower curtain rips and rod falling off wall. Room was clean but every outside door we used was propped open with rocks (4 outside doors) so security was questionable assuming they didn't go around and remove all of the rocks at night. Front desk area was updated and very nice. Front desk staff was nice. Pool area looked nice. Carpets in hallways and hallways in general looked run down.
Stayed 1 night in Aug 2023

4/10 Poor

Bonnie

Travelled with family
Disliked: Cleanliness, property conditions & facilities, room comfort
Stayed 1 night in Aug 2023

2/10 Terrible

Charmain

Travelled with group
Disliked: Cleanliness, room comfort
Don't Recommend Staying Here
The beds were horrible at the hotel. They were very hard. They did not have an extra cot available so we had to purchase an air mattress. Pictures on the website are very deceiving too. The outside did not look the photos in the picture showing online. It was a disappointing stay.
Stayed 2 nights in Aug 2023

4/10 Poor

Eric

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Worst Hotel in Grand Rapids
This sounds like a nightmare but it’s all true. Walked in to a staff yelling from another room to a staff clearly untrained spend 20 mins trying to run my card (still was incorrect and got called later to come do again). Strong smell of BO at front desk. All of their vending machines didn’t work and they didn’t have water to buy and said we had to go across street for water. Filthy room, stains, feces and stuff all over toilet including seat and clearly not washed. Dusty and leaking water, locks loose and questionable. Breakfast was cold and old, and a man was yelling furiously on phone in lobby then breakfast area about losing his job and no staff addressed. Keys stopped working constantly, they said if you kept two cards together they wouldn’t work(???). Marijuana smelled throughout. Tv remote had to smack a couple times to even work and hardly any channels. Generally felt very unsafe, lowest quality I’ve experienced anywhere and unfriendly or unhelpful staff. Strongly don’t recommend, it’s awful.
These are after I already wiped down. Inside the bowl was much worse
Stayed 1 night in Aug 2023

2/10 Terrible

Jen

Stayed 1 night in Aug 2023

8/10 Good

Shamika

Liked: Property conditions & facilities
Great staff fixed every problem & every concern !
Stayed 4 nights in Aug 2023

2/10 Terrible

Christopher

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Aug 2023