Amway Grand Plaza

We gifted our kids wedding night here because we also stayed on our wedding night and thought the romance package advertised was perfect! To our disappointment the next day we found out that the bride and groom were never told about a food credit for their breakfast in the package and they paid extra for the valet parking that was in their package. The hotel also overcharged their credit card an extra $150 from the price I booked originally! When I made the reservation I told the front desk to use my card on file, they didn’t, they told my son he had to pay for it all and then didn’t even give them romance package I booked!! When they asked the front desk staff member at check in about the romance package booked they never told them about the food credit and were rude to them! The worst part in all of this is the customer service!!!! I called right away the next day because of this ruined gift of a special wedding night and was told to talk to a manager and email them. I left a voicemail for the manager and a detailed email to the manager and they still haven’t responded to me in over a week!! I gave them time to fix this and they still haven’t returned my call or email. I am so disappointed and wish I would have picked a different hotel with better customer service. I would not have posted this review had this made this right!

Upon walking into the hotel there is a musty wet smell that is tried to be covered up by a cinnamon scent, the cinnamon scent is not working to mask the smell. The room which was a corner view room is maybe 200 square feet and the bathroom is even smaller. Standing in the bathroom you can’t even full extend your arms before touching both walls. You could use the toilet, shower and brush your teeth all at the same time. The room did not have a fridge microwave or even an ice bucket. There were mystery stains on the bed and chair that you would think for the price you pay would be properly cleaned. In the corner room you can’t even full also see into other rooms on the same and lower floors meaning for any privacy you cannot enjoy the view and must keep the blinds closed. We went to MDRD for dinner, the food was overpriced for what it was and extremely salty. The waitress was overly pushy saying that you should order 3 appetizers on top of your main course. In the morning we walked over to the Starbucks at the JW Marriott about a 3 minute walk and were very impressed with the cleanliness and modernization of that hotel. The valet experience was the best part of our stay with friendly, helpful, and fast service, they were truly earning their paycheck with how hard they were working. Would not return to the Amway Grand and will be spending my money elsewhere for a better experience.

The property feels dated and out of touch. At 2:13 p.m., no restaurant was open, leaving me sitting alone in an otherwise grand but empty lobby. As an 11-year Diamond member, this experience was disappointing. This property no longer feels like the premier option in Grand Rapids. In the newly renovated tower, the furniture drawers do not close properly, and the room had visible food residue and dust underneath, which raises concerns about attention to detail and housekeeping standards. I understand that loyalty programs are designed to encourage repeat patronage, and that status alone does not guarantee special treatment. However, a basic level of hospitality and care would go a long way toward restoring confidence in what was once a truly grand property.

I have to share my outstanding experience with Steve, who answered my call when I was looking for assistance with my niece's Alexandra stay at this location. I want to thank him for his professionalism and his kind attitude. I congratulate the hotel for having employees like Steve! Thank you.

Very nice. Been there three times now. Always a pleasure.