Hotel berhampiran Phelps Hall, Holland

Hotel was close to family that I was visiting. Over all a great trip.

I am a Lifetime Diamond member and frequently stay at Hilton hotels. During my stay at the DoubleTree in Holland, Michigan, I opted for the AAA breakfast-inclusive rate, which I typically do not choose. As a Lifetime Diamond member, I also receive a $15 daily food and beverage credit, but in this instance, I expected breakfast to be fully covered, with the exception of the tip, based on my booking. Unfortunately, the hotel incorrectly billed me for breakfast, then attempted to credit me based on my Diamond status, which is not what I had booked. I approached the front desk to resolve the issue, and the situation became unnecessarily frustrating. The staff member I encountered, who seemed very young and inexperienced, appeared completely unable to handle a basic billing discussion. When I attempted to show him my booking confirmation on my phone, he interpreted it as an aggressive move and ran to the back, visibly upset. It was clear that he was not equipped to handle even minor customer service inquiries. Perhaps he would be better suited to a non-customer-facing role, such as housekeeping or back-of-the-house operations. Ultimately, I had to call Hilton directly to resolve the billing issue, which should have been a simple fix. As for the hotel itself, it is substandard, barely above the level of a Ramada Inn. It appears to be poorly maintained, possibly in receivership, and clearly lacks adequate staffing. Based on my experience, I cannot recommend this hotel unless significant investments are made in both its facilities and staff training.

We loved the accommodations!! Can’t say enough about this facility. If you ever have a choice choose this one. From the minute we walked into the facility we were wowed!!

The GM, Mario Diaz Jr., went above and beyond to allow my stay to be an excellent experience. They hotel had everything I could think of, i.e. microwave, fridge, dishwasher, etc. Loved having two separate rooms for living area and bedroom/bath. A good variety at the free complimentary breakfast. All of the staff were very pleasant and accommodating.