Spark by Hilton Walker Grand Rapids North

This is Pretty decent hotel

Where do I start? Front desk people are all extremely disrespectful and unhelpful. Made a noise complaint as the people above me spent 2.5 hours slamming and banging things. Desk agent told me I was “full of sh** and should probably find somewhere else to stay” because supposedly I’m making up the loud noises that have been going on for 2 nights straight because “they never get noise complaints” I come to a Hilton, of all places, expecting a great stay and peace. Rooms are never ready on time. The “full continental breakfast” consists of 3 flavors of bagels and cereal if it’s actually stocked. Good luck finding somewhere to park as well. Disrespectful and disappointing all around. Kind of ruing the Hilton name for me, will not be staying with them ever again. Book elsewhere because you will not get satisfaction here.

I would not recommend the Spark by Hilton Grand Rapids North Walker location. My recent stay was incredibly disappointing, not just due to the numerous issues during the stay, but also because of the complete lack of follow-through from management afterward. There are so many other options in the area, dont risk your stay by going here. Despite booking a block of rooms months in advance for our volleyball team, I was called just before arrival and asked to switch hotels entirely. When I declined, I was told my reservation for two queen beds would need to be changed to a king room, not what i booked and did not suit my needs. I felt I had no choice but to accept though. Other members of our group were moved to different hotels altogether. Upon arrival, my room had no towels, and it took more than 24 hours (and repeated requests) to receive proper ones. We were givin hand towels only for the first 24hrs. Key cards repeatedly failed, requiring several trips to the front desk, and customer service throughout was inconsistent at best. The on-site manager, Conner Underwood, was unprofessional in all of our interactions. He initially blamed me and said that I "accepted the room" so Hilton owes me nothing. Proceeded to argue the other guests in our group that were sent to other hotels were "more than happy", which is untrue as i spent 2 full days with these families at tournaments and they were upset their daughters were separated from their team and only thankful that they werent left without a room entirely. Keep in mind we booked these rooms for $250 a night months in advance as a room block for our team. He acknowledged the problems with towels and keys but provided only lip service and an inadequate offer of a 25% refund. Nearly 1 month later still haven't received it. I later learned that other guests in the same situation were offered far steeper discounts, which raises serious concerns about fairness and transparency. At this point id like a full refund. Worse yet, follow-up emails I sent to both Conner and someone named Matt (who I was told is the owner) have gone unanswered for weeks. And NO % refund has been given. As a frequent traveler and professional in the travel industry, I expect better, especially from a Hilton-branded property. Hilton’s own Spark Guarantee promises to “make it right,” but in this case, they’ve done anything but. Not to mention the condition of the elevator, broken stairs, hallway smells, another guests room floor was wet. There were a couple of bright spots, notably, Lori and another front desk staff member who were kind and as helpful as they could be....but sadly, the rest of the experience has left a very bad impression. I am still seeking a resolution and would not return or recommend this property to my clients or fellow travelers.