Studio, 2 Double Beds, Non Smoking | Desk, iron/ironing board, free WiFi, bed sheets

Reviews of Extended Stay America Suites Grand Rapids Kentwood

2.5 out of 5

Reviews

6.4
Rating 10 - Excellent. 148 out of 731 reviews" "
Rating 8 - Good. 192 out of 731 reviews" "
Rating 6 - Okay. 153 out of 731 reviews" "
Rating 4 - Poor. 127 out of 731 reviews" "
Rating 2 - Terrible. 111 out of 731 reviews" "

7.0/10

Cleanliness

7.2/10

Staff & service

6.0/10

Amenities

6.8/10

Property conditions & facilities

6.0/10

Eco-friendliness

Reviews

10/10 Excellent

Veronica

Stayed 1 night in Mar 2024

6/10 Okay

Wayne

Liked: Staff & service
Disliked: Cleanliness
Bathroom and tub were dirty. Little hot qater. Counter in kitchen was dirty with crumbs
Stayed 1 night in Jan 2024
Response from Hotel Management on Feb 1, 2024
Dear Wayne, Thank you for staying with us and sharing your concerns. Our goal is to deliver an exceptional experience for our guests, and our housekeeping team works hard to provide a clean and fresh environment throughout our hotel. However, we apologize if this was overlooked. Apart from this instance, we hope the rest of your stay was pleasant. We value our guest's feedback as we continually strive to grow and improve our guest services. We hope to provide you with a better impression the next time.Sincerely,Hotel Management

2/10 Terrible

Valerie

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
The first room we had had bugs all over it.
Stayed 1 night in Dec 2023
Response from Hotel Management on Dec 10, 2023
Dear Valerie, We sincerely apologize for the inconvenience you faced with the pest issue in your initial room. This falls below our standards, and we appreciate you bringing it to our attention. Our team is working diligently to address and resolve this issue. We understand the importance of a comfortable and pest-free stay. Your feedback is valuable, and we hope to provide you with an improved experience in the future. Sincerely,Hotel Management

10/10 Excellent

Lamar

Stayed 1 night in Dec 2023

10/10 Excellent

Jaden

Stayed 1 night in Oct 2023

4/10 Poor

Sada, Sierra Madre

Traveled with family
Liked: Staff & service
Disliked: Amenities, property conditions & facilities
Black mold in bathroom, no ice vending, gross dirty brown carpet everywhere, smelled like smoke, seemed like it’s being used as a halfway house for some program
Stayed 1 night in Sep 2023
Response from Hotel Management on Sep 25, 2023
Dear Sada, Thank you for evaluating your stay. Please accept our apologies for not exceeding your expectations. Our housekeeping staff takes great pride in their services, and we regret any oversight on their part. We are a non-smoking hotel, yet we do provide designated smoking areas for guests outside the building. We have discussed these concerns with our team to ensure these issues are not repeated. We hope you will stay with us the next time you visit the area; we are confident you will have a more favorable experience. Thank you for staying with us and leaving your valuable feedback.Sincerely,Hotel Management

6/10 Okay

Nicholas

Disliked: Cleanliness, amenities, property conditions & facilities
Stuff is outdated, land lord special of a room. Bathroom wernt clean well at all. Main portion of the room was fine.
Stayed 3 nights in Aug 2023
Response from Hotel Management on Sep 6, 2023
Dear Nicholas, Thank you for staying with us. Your feedback gives us the knowledge we need as we continually seek to improve our guest experience. We do consistently receive praise for our service and hospitality; however, we will note your comments as we continue to monitor our property's condition and plan for future upgrades and changes. We are also grateful for your mention of the housekeeping issue in your room and for allowing us the opportunity to make things right. We are glad that this did not keep you from enjoying your stay. We look forward to seeing you again whenever you are in the area. Sincerely,Hotel Management

4/10 Poor

Jennifer

Stayed 1 night in Aug 2023

2/10 Terrible

Yannick, san francisco

Disliked: Cleanliness, property conditions & facilities
Dirty room
Stayed 1 night in Aug 2023
Response from Hotel Management on Aug 23, 2023
Dear Yannick, Thank you for reviewing our hotel. We sincerely apologize for the housekeeping issues you encountered, which resulted in a disappointing stay. We have checklists to inspect every suite after it has been serviced. Unfortunately, we missed something during this process, so we sincerely apologize. We are working with our Housekeeping team to reiterate the importance of our daily checklists to ensure this isn't repeated. We hope you will give us another opportunity to provide a better experience on your next stay. Thank you.Sincerely,Hotel Management

8/10 Good

Roberta

Traveled with family
Liked: Staff & service, amenities
Stayed 1 night in Aug 2023

8/10 Good

Paul

Stayed 4 nights in Jun 2023

8/10 Good

Stephen

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Jun 2023

2/10 Terrible

Jane

Traveled with family
Disliked: Staff & service
Left without a room
When we got to the hotel they told me they were overbooked and I didn’t have a room! It would have been nice if Hotels.com would have called me so I would have had more time to find another room.
Stayed 1 night in Jun 2023
Response from Hotel Management on Jun 19, 2023
Dear Jane, Thank you for reviewing your recent visit to our hotel. Please accept our apologies for the issue regarding your reservation and even more so for failing to inform you prior to your arrival. We understand your frustration and assure you this is not usual for us. We continually strive to enhance our guest satisfaction, and your feedback helps us identify how we can improve. We hope you will allow us to make it up to you next time you return to our area.Sincerely,Hotel Management

6/10 Okay

Courtney

Stayed 1 night in Jun 2023

8/10 Good

Holley

Liked: Cleanliness, staff & service
Stayed 1 night in Jun 2023

2/10 Terrible

Rhonda

Stayed 1 night in Jun 2023

4/10 Poor

Latesia

Traveled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
I used to work at ESA when it first was built. Fast forward 20 plus years later the rooms look like there has not been one upgrade since then.
Stayed 2 nights in May 2023
Response from Hotel Management on May 24, 2023
Dear Latesia, Thank you for choosing our hotel for your recent stay and for your candid feedback. We have taken note of your observations regarding the need to update and renovate, and we are currently having the same conversation with our brand leaders. In the meantime, our staff is committed to keeping our property clean, fresh, and up-to-date throughout our hotel. Thank you again for sharing your sincere observations, and we hope to welcome you back soon! Sincerely,Hotel Management

2/10 Terrible

Brant

Traveled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Tiny TV, queen bed was smaller than full size, smoke detector was disabled, hallways smelled, bathroom was missing blow dryer... Never staying there again.
Stayed 1 night in May 2023
Response from Hotel Management on Nov 7, 2023
Dear Brant, Thank you for choosing us and sharing your thoughts. We're grateful for your feedback, and we apologize for any inconvenience during your stay. Your comments about the room and amenities are noted, and we will work on addressing these issues. We aim to provide a comfortable and enjoyable experience for our guests, and we hope you might consider giving us another opportunity in the future.Sincerely,Hotel Management

8/10 Good

Arunmozhi

Liked: Staff & service
Stayed 1 night in May 2023

2/10 Terrible

Rafael

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Overbooked stole my money
Stayed 1 night in May 2023
Response from Hotel Management on May 8, 2023
Dear Rafael, Thank you for sharing your experience. Please accept our apologies for not accommodating you this time. Your feedback should be shared with our team to know what went wrong. Please feel free to reach out to us at the hotel desk for further assistance on the matter. We hope you will allow us another chance to serve you.Sincerely,Hotel Management

2/10 Terrible

Michael

Stayed 1 night in Apr 2023

6/10 Okay

John

Stayed 1 night in Apr 2023

2/10 Terrible

Laylay

Disliked: Cleanliness, property conditions & facilities
Just nasty and the tv didn’t even work
Stayed 1 night in Mar 2023
Response from Hotel Management on Mar 29, 2023
Dear Laylay, Thank you for staying at our hotel and sharing your comments. It isn't enjoyable to see such comments, as this is far from the experience we want our guests to have. Your feedback is essential to us, and we are sorry you could not enjoy your stay. We hope to have another occasion to exceed your expectations and to welcome you back soon.Sincerely,Hotel Management

4/10 Poor

Henry

Disliked: Cleanliness, property conditions & facilities
Not clean
Stayed 1 night in Mar 2023
Response from Hotel Management on Mar 6, 2023
Dear Henry, On behalf of our entire team, please accept our sincerest apologies for our hotel not meeting your expectations. We do not take these concerns lightly, especially with the cleanliness of our hotel, as this is an essential priority. We will address this matter with our housekeeping associates to ensure it does not happen again. We hope you will consider giving us another opportunity to host you and welcome you back soon.Sincerely,Hotel Management

6/10 Okay

Verified traveler

Traveled with family
Liked: Room comfort
Ok
1st hotel room was dirty. Got another room. Keys didn't work so got ANOTHER ONE. Sink had a crack in it. Other than that. It was ok
Stayed 1 night in Feb 2023
Response from Hotel Management on Feb 12, 2023
Dear Guest, Thank you for reviewing your stay at our hotel. We are sorry for the issues you experienced in your suite and the inconvenience of switching rooms. Please be assured that we will review your concerns with our housekeeping and maintenance team for immediate action. We do hope you will stay with us another time so we can provide you with a much more satisfying experience.Sincerely,Hotel Management

10/10 Excellent

Sheila

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location for a company party we attended near by. Thank you.
Stayed 1 night in Jan 2023

10/10 Excellent

Linda S

Traveled with partner
Liked: Staff & service, property conditions & facilities
Staff was friendly and helpful!
Stayed 2 nights in Jan 2023
Response from Hotel Management on Jan 24, 2023
Dear Linda, Thank you for posting such kind comments about our hotel, especially our staff. We make every effort to provide service above and beyond your expectations, so we are pleased to see that you loved everything about your stay. We look forward to sharing your comments with our team. Thank you for choosing Extended Stay America. We hope to welcome you again soon.Sincerely,Hotel Management

4/10 Poor

Egor

Business traveler, Traveled with partner
Disliked: Cleanliness, amenities, property conditions & facilities
Breakfast - cereal only with cold water. They were out of toilet paper for the whole hotel.
Response from Hotel Management on Jan 5, 2023
Dear Egor, Thank you for taking the time to post your review. We truly value our guests' comments and opinions. We apologize for not meeting your expectations. We have noted your feedback and will share them with our concerned team members. We hope you will consider giving us a chance to provide you with the type of service we are typically known for delivering. Thank you again, and we wish you all the best.Sincerely,Hotel Management

4/10 Poor

Ananda

Traveled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Dirty room and no blanket in room
No blanket was provided. By the time I retaliate we didn’t have blanket in our room the front office was closed. GM was filling in a friendly guy. He said even he didn’t have blanket in the room. Towels had hair all over. It was really dusty all over the bed and rooms. Please clean and vacuum.
Stayed 1 night in Dec 2022
Response from Hotel Management on Dec 29, 2022
Dear Ananda, Thank you for your recent review of your stay at our hotel. We were sorry to read your comments and would like to start by offering you our apologies for any inconvenience caused to you. Our main goal is to provide an exceptional stay for our guests with comfortable accommodations. After reading the details of your experience, we regret this was not your experience. We have shared your feedback with our team, so these issues do not happen again. Thank you again for your candid feedback; we cannot improve without it. We look forward to having you stay with us again so we can provide you with the flawless visit you deserve.Sincerely,Hotel Management

10/10 Excellent

Donald

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2022

10/10 Excellent

Michael

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything was Awsome!!! Thanks to the manager Ray she is the best.
Stayed 2 nights in Nov 2022

8/10 Good

Jamie

Liked: Staff & service, property conditions & facilities, room comfort
comfort
it was a relaxing time at ext st amer. all amenities were close by
Stayed 2 nights in Oct 2022
Response from Hotel Management on Oct 18, 2022
Dear Jamie, thank you for choosing Extended Stay America for your recent accommodations. We're glad you enjoyed your stay and found our location convenient. We take pride in guests' satisfaction, so we are thrilled this was your experience. We will share your compliments with our team to let them know their efforts were noticed. We appreciate you being our guest and hope to welcome you back soon!Sincerely,Hotel Management

2/10 Terrible

Willie

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2022

4/10 Poor

Marva

Traveled with family
Disliked: Cleanliness, staff & service
Disappointing
The place old, not very clean, stains on linens and smelled super funky. Had to open windows which did not open easily. Hairdryer and phone didn’t work. Very loud resident all night. Then had to check out a day early on Oct 4. Since I pre-paid ( never again!), no refund. Said I had to get it from Hotels.com. Tried to get it before I left and you said it was up to the hotel. Still need one night refund. Please reply! Very unhappy with the whole thing!
Stayed 6 nights in Sep 2022
Response from Hotel Management on Oct 8, 2022
Dear Marva, we are very disappointed that we did not meet your expectations during your visit. Our team strives to ensure each guest has a pleasant stay, so we apologize that this was not your experience. Please feel free to reach out to the hotel’s front desk for further clarification. Thank you for sharing these details, and we are very grateful for your patience. We hope you will stay with us again so we can show you the hospitality you deserve.Sincerely,Hotel Management

4/10 Poor

Mark

Traveled with family
Disliked: Staff & service
Canceled without notification
We were going to be late arriving so i called the hotel at 8pm. I was told that due to a plumbing issue my room an a dozen other reservations were canceled. I asked why is was not contacted & the hotel told me they did not have my contact info, just my name. After an hour on the phone with Hotels.com, better arrangements were made for the inconvenience.
Stayed 2 nights in Sep 2022
Response from Hotel Management on Oct 7, 2022
Dear Mark, we apologize for canceling your stay due to the unforeseen maintenance issue and for not communicating with you about it. It is never our intention to disappoint our guests; such an instance is not the impression we want our guests to think of us. We are glad the booking site resolved this issue for you, and we hope you will consider giving us another chance to demonstrate the type of service we usually provide.Sincerely,Hotel Management

4/10 Poor

David

Disliked: Cleanliness, amenities, property conditions & facilities
The property was run down. The room was not clean. There was dirt and dust in the corner on the counter in the bathroom The sink and bath tub was worn and appeared to be stained, peeling and dirty. The room had a mildew odor. The lobby smelled like marijuana. Also, I was woken-up in the middle of the night by loud music. Car parked below my window had the music/bass up loud with rap music. I couldn't sleep.
Stayed 2 nights in Sep 2022
Response from Hotel Management on Oct 3, 2022
Dear David, it was disappointing to read your comments concerning your stay at our hotel. Please accept our apologies, as what you experienced is not acceptable by our standards. We will address this appropriately to be more consistent in our service delivery. We hope we have the opportunity to make it up to you on a future visit. Thank you again.Sincerely,Hotel Management

6/10 Okay

Kathy Van

Disliked: Amenities
The location was great for a quick get away. Nothing really great about the place
Stayed 1 night in Sep 2022
Response from Hotel Management on Sep 28, 2022
Dear Kathy, thank you for the nice review. We are pleased everything went great for you during your visit and that our wonderful location made it even better. We look forward to your next stay.Sincerely,Hotel Management

6/10 Okay

Gary

Liked: Cleanliness, staff & service
Disliked: Amenities
Orbitz had overbooked, so I had no room. Fortunately, the staff was s o excellent that they cleaned a room that had not been done by the housekeepers so I could stay. EXTREME thanks to the managers; not so good on behalf of Orbitz!
Stayed 1 night in Sep 2022
Response from Hotel Management on Oct 7, 2022
Dear Gary, thank you for choosing us for your visit to the city and posting your review. We're sorry for the issue with your booking site; however, it was our pleasure to accommodate you even on such short notice. We appreciate you highlighting the service provided by our staff in your review. We take pride in guests' satisfaction, so we are thrilled this was your experience. We will share your compliments with our team to let them know their efforts were noticed. We appreciate you being our guest, and you're always welcome here.Sincerely,Hotel Management

4/10 Poor

Peter

Traveled with family
Liked: Cleanliness, staff & service
Disliked: Amenities
Nothing especially good. There was no coffee in the room. There were no USB charging ports in the room. There was no water glass in the room. The 'breakfast' was granola bars, cellophane wrapped mini muffins, oatmeal packets and really bad coffee. For $100 I expected much more.
Stayed 1 night in Sep 2022
Response from Hotel Management on Sep 20, 2022
Dear Peter, thank you for being our guest. We apologize you were expecting an on-site dining facility. Our hotel is designed for guests staying multiple nights and desiring a home-like experience, so each suite has a fully equipped kitchen with everything you need for in-room dining. However, we are sorry the grab-and-go breakfast offerings were not to your liking. We will note your feedback as we plan any changes to our breakfast offerings. We're pleased you chose our hotel for your visit to our area, and we hope you will stay with us again soon. Safe travels. Sincerely,Hotel Management

6/10 Okay

cora

Traveled with group
Liked: Cleanliness, staff & service
Pros - affordable, good parking, full size refrigerator. Front desk staff was super nice, got us checked in quickly and checked out just as fast. One of my friends got lost without his phone and the front desk person was so nice to get them in touch with me. So very thankful for that. Cons - the air conditioner was VERY load. Made horrible noises every time it came on. There was a weird smell in the room. The room was outdated and could use some remodeling. The blankets on the beds were paper thin. The shower water did not get very hot.
Stayed 1 night in Aug 2022
Response from Hotel Management on Aug 11, 2022
Cora, thank you for being our guest and reviewing our hotel. We appreciate you pointing out specific items you loved and areas where we can improve. We are evaluating the instances you mentioned as we are committed to offering better service for our guests. We look forward to the opportunity to welcome you back soon. Sincerely, Hotel Management

2/10 Terrible

Darrell

Traveled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Horrible
Horrible... please call me 3176546620
Stayed 1 night in Jul 2022

4/10 Poor

Jason

Traveled with group
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Smelly
This hotel was very unkept. We had 2 rooms and both smelt very bad.
Stayed 1 night in Jul 2022
Response from Hotel Management on Jul 19, 2022
Jason, thank you for sharing the specifics of your stay. We work hard to provide a clean and comfortable environment; therefore, we apologize that the issue you outlined compromised your experience. We will follow up on your concern to ensure this is not repeated. We hope you will give us a chance to redeem ourselves the next time you are in the area. Sincerely, Hotel Management

2/10 Terrible

Karen

Stayed 1 night in Jun 2022

6/10 Okay

Verla

Traveled with family
Liked: Staff & service
Staff was amazing. Room was okay. Needed to be aired out had a fishy smell.
Stayed 1 night in Jun 2022
Response from Hotel Management on Jun 11, 2022
Verla, thank you for being our guest and for sharing your feedback. We are glad to read you had an overall pleasant visit and liked the service provided by our staff. However, we are sorry for the housekeeping issue you experienced during your stay. We have discussed this with our housekeeping associates, and steps are being taken to ensure this is not repeated. We hope you will stay with us on another occasion so we can provide you with a much more satisfying experience. Sincerely, Hotel Management

6/10 Okay

Erika

Stayed 1 night in May 2022

4/10 Poor

Cynthia

Traveled with family
Disliked: Cleanliness, amenities, property conditions & facilities
This room was a bit under average. The bathroom wasn't the cleanest-lipstick on the sink and crap in the toilet. The TV cable input was unavailable all weekend long. Card key had to be recharged a couple of times. Called front desk to ask for a referral for a place to eat breakfast, and the guy asked me if I wanted to eat breakfast with him! Then hung up on me. I think I would stay somewhere else next time.
Stayed 2 nights in May 2022
Response from Hotel Management on May 17, 2022
Cynthia, thank you for the candid feedback on your stay. We were disappointed to read about the housekeeping and maintenance issues you encountered, and we sincerely apologize for not meeting your expectations. Corrective steps have already been taken to ensure our future guests do not experience the same. All of our cordial associates are committed to providing clean and comfortable accommodations, and we hope we have the opportunity to demonstrate this to you on a future visit. Sincerely, Hotel Management

2/10 Terrible

Kurt

Traveled with partner
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
Property was ok.
Stayed 1 night in May 2022
Response from Hotel Management on Jun 13, 2022
Kurt, thank you for being our guest. We genuinely regret that you did not enjoy your stay, and we want to extend our apologies for not living up to your expectations. We hope you will return so we can have an opportunity to provide you with a better experience. Sincerely, Hotel Management

6/10 Okay

Haylee

Traveled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Lack of privacy & overall not a great experience
I'll start by saying the hotel staff were all very friendly and as helpful as they could be with the resources they had. That being said I would never stay here again. The hotel front doors handicap function didn't work, which may seem petty, but it's very inconvenient when trying to get a 95 year old lady in a wheelchair through them. Or even the luggage cart for that matter. The lobby was noisey from some machinery coming from behind the maintenance room door which wasnt a huge deal, until we got to our room and our AC unit was making the same loud noise. We rented a room with a kitchen in it. Im sure glad we brought a pan, spatula, and paper products because there was not one item in the kitchen. No coffee pot either. When i went down to ask she said they keep them down there and you have to ask for them, but then when i asked for a coffee pot I didnt get one because im guessing there were none available. The room didnt look dirty, but the floor was so dirty i didnt take my shoes until getting in bed so it makes me wonder how clean it actually was. I dont know how their breakfast is because we didnt bother with it honestly. I do know that there is NO ice machine. I asked the front desk about it, and the reply I received (from some random guy that had been hanging out in the lobby literally all morning) was to check our freezer for ice trays. So there is also clearly a lack of privacy about their customers since some random guy knew there was a freezer in our room.
Stayed 1 night in May 2022
Response from Hotel Management on May 10, 2022
Haylee, thank you for your honest evaluation. We regret not meeting your expectations with the in-room amenities and apologize for the inconvenience you experienced due to the outlined maintenance issues. We will address this with our engineering team and make sure the problems are resolved immediately. We will also share your comments with our housekeeping team regarding the cleanliness issues you experienced and take the necessary steps to ensure we are more diligent going forward. We also appreciate your additional feedback and hope you will allow us the opportunity to welcome you back and redeem ourselves. Sincerely, Hotel Management

8/10 Good

Melissa

Stayed 2 nights in Apr 2022

2/10 Terrible

Mercedes

Traveled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
run
hotels.com had reservations 2 room 2 nights. drove 3 hours to hotel arrived with 5 kids to be told no room the front desk had canceled earlier in the morning and there were no room and they had no way to help. paid 200$ a room a night elsewhere
Stayed 1 night in Apr 2022
Response from Hotel Management on May 1, 2022
Mercedes, thank you for choosing to stay at our hotel and for sharing your feedback. Please accept our apologies for the reservation issue you encountered and the inconvenience you and your family experienced. We will review this situation so that such matters do not happen again. We are grateful for your patience, and we hope you will give us another chance to host you again. Sincerely, Hotel Management