ComplaintsforRadisson Hotel Grand Rapids Riverfront

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hi I recently had the unfortunate experience of staying at Radisson in Grand Rapids. I am writing to bring to your attention a series of disturbing events that occurred during my stay.On January 28th from midnight to after 3 am, the hotel was filled with loud and unsettling noises, including screaming, running, banging doors, and what appeared to be a physical altercation. One woman screamed "I am hurt". Despite my immediate call to the front desk, no action was taken to address the situation (the person I spoke to confirmed that they see the disruptive individuals on the security cameras but did nothing to protects the guests). This left me feeling vulnerable, concerned for my safety and unable to sleep at all that night!Given the distressing nature of my stay and the lack of a prompt and appropriate response from the hotel staff, I believe it is fair to request a refund for my accommodation. I chose Radisson with the expectation of a safe and comfortable stay, but unfortunately, my experience fell far short of these expectations.I have already contacted booking.com, who agreed that this is not the service I should have received. I have tried to contact the property manager multiples times, booking.com support also tried to contact them for a refund but they do not reply to any messages or phone calls.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  s: My husband and I came here for our first getaway since our 3 children were born. Upon checking in, the hotel seemed off putting. Dark and dingy. After we checked in and were assigned our room, we walked to the elevator. Walking down the hallway it smelt musty and the walls were dirty with smudges and dirt. The doors had dings and the ceilings had cobwebs. Upon arriving at the elevator we find a sign that reads if elevator door gets stuck give it a push and it will be fine. We took the stairs. Once arriving to our floor we continue down the dirt riddled hallways and cant find our room. I see 214 and 218, but no 216. As Im looking closer at the door in between the two, I see 216 scribbled on the wall in pen. We enter the room. We immediately use the restroom after our long drive and realize you cant shut the door while seated on the toilet. The entire bathtub had chipped paint. There was gunk in the caulk lines. There was hairs on the toilet paper roll. We were appalled. It was a sanitary nightmare. The mattress was wrapped so I couldnt check it for bed bugs. After inspecting the room further we noticed the walls were dirty, there were cobwebs in the corners, and the floor hadn't been vacuumed. Our biggest concern was the elevator. It seemed very dangerous and a low priority for hotel staff. To get stuck in an elevator is traumatizing, they should have the elevator closed until fixed. Not allowing guests to use it and have complications.

• Initial Complaint

  11/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I checked into the Radisson Hotel Grand Rapids Riverfront on Friday, November 19. 2021. On Saturday, November 20, 2021, I woke up and there was a roach crawling up the wall. I Immediately packed my belongings and went to the front desk to notify the gentleman and said that I would be checking out and I asked for a refund. He apologized and said he could give me a discount but not a refund. I said no thank you, I would like a full refund. He gave a business card for customer service and the general manager and instructed me to contact them. I immediately called and emailed the general manager and customer service. I never got a callback or email back. On Thursday, November 24, 2021, I left a google review and I send a second email requesting a refund. It wasn't until after my google review that the manager replied to my email. His response was: "Good morning Ms. ********, I do sincerely apologize for the bug found in your room and we have informed our pesticiding company of the discovery, You had addressed this at checkout time and at that time our Front Desk has offered you a 15% discount which you declined. We would have given you the opportunity to move to a different room had you informed us of this prior to checkout, but you had not addressed it until checkout. I can still give you a 15% discount if you would like however no full refund will be issued." I did not accept the discount because I feel I deserve a full refund. I had absolutely no interest in moving to another not knowing if that room too could have roaches. Roaches live in colonies not alone. Now, there is a possibility that I could've transferred roaches to my home and my boyfriend to his home. This inexcusable situation does not warrant a discount. I deserve a full refund and I explained this in my reply to the above message. To resolve this issue all I would like is a refund of $150.81. My Reservation #: ********** I appreciate any helping in resolving this situation. Thank you - *****

  Business response

  01/20/2022

  Consumer Response /* (-5, 5, 2021/12/08) */ I reached back out to the Radisson Corporate Customer Care on Tuesday, December 7, 2021. The manager told corporate the pesticide company did not see any roaches so all they would give me is at 15% discount. However, the corporate stated that they would refund 50% of what I paid and now I am waiting for my refund to be processed. Consumer Response /* (-5, 6, 2021/12/11) */ A third party reached backed out and my refund is now processing. Consumer Response /* (2000, 10, 2021/12/13) */ I have been issued my partial refund. Consumer Response /* (-5, 13, 2021/12/13) */ Good Morning Stacy, The Radisson Hotel corporate office has issued me a partial refund and this case can now be closed. Thank you very much!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩