Canopy by Hilton Grand Rapids Downtown

Recent Reviews: 113

• User:Jamie R

  Trip type: Couples

  Clean, cozy, convenient

  18 Jan 2026

  We are GR locals, but occasionally like to do a little staycation downtown. This was our first stay at the Canopy, and we had a lovely experience - would totally stay here again. Room was clean and cosy with some nice touches to make it feel unique. Good central location - we walked around for dinner and drinks without using our car once we parked it. Helpful staff, quiet rooms. We especially liked how there is an extra door between the sleeping area and entrance to the room to block out additional noise.

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• User:Jessica I

  Trip type: Couples

  Do not stay here! Not a 4 star hotel!

  16 Dec 2025

  My husband and I stayed here Thanksgiving weekend. We checked in and went to our room and were locked out of it because the inside safety latch was somehow in place. I went down to the front desk and they immediately sent maintenance up to get us into the room. The front desk staff made no apology for the inconvenience.Off site parking is $30 a day and it’s behind the building. In the winter in Grand Rapids, this is not ideal. It was $45 a day for valet!The refrigerator was not working. We were forewarned about this, however I found this to be a major inconvenience. They have original line style Nespresso machines in the rooms. These machines only brew espresso shots. So if you’re looking for volume then you’ll have to go elsewhere for a full cup of coffee.The faucet on our shower was loose and came off completely. See photo.The cleaning staff was terrible. I could have made the bed better than them. They left our dirty coffee mugs for us and couldn’t be bothered with providing clean mugs. Ha, and to think they had a QR code on the mirror to tip the cleaning staff. When I checked out the staff member didn’t bother thanking me for my stay or even asking how everything was (probably best she didn’t!). She was too busy chatting with the valet guy who was sitting at the concierge desk. This is listed as a 4 star hotel. What a joke. It’s 3 stars at best, and that’s pushing it. Bottom line, I would never recommend this awful hotel to anyone. I have never felt so unwelcome to a hotel. This is a total miss for Hilton.

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• User:WilliamO589

  Trip type: Friends getaway

  Nobody cares.

  13 Dec 2025

  Currently staying at the Canopy in Grand Rapids My review: Some basics: I am a former hotel GM. I’ve opened a Staybridge and a Hyatt Place / renovated two Marriott properties. Also spent time with Hilton & Choice. After twenty years. I got out of hospitality. Nonetheless, I know how challenging hotels are. I try to be forgiving. Therefore, not trying to bash the property. Just sharing my honest feedback if you’re considering this property. Am a diamond member / Aspire cardholder. Utilizing a credit on another AX card. (Although that should not determine the service I receive.). Celebrating my birthday, and did make the hotel aware. I do not expect anything. And they did message me a week ago stating not to expect anything. Okay…no worries. But, is that really the first impression you want to give? Felt cringeworthy. -Been here a day. Checked in on the app. No upgrade, and totally fine. We need two beds, and it’s a busy weekend. -No acknowledgement of status. None. It’s been 24 hrs. I’ve had multiple engagements with the staff. As a (former) hotelier, that’s really not acceptable. -Last night, messaged the desk asking that my friend be added to the room so she can do things like….turn on the tv. Crickets chirping. -Hoofed it down to the desk, and they added her. Still doesn’t work. Have told them multiple times it doesn’t work. Apparently, nobody monitors / answers the chat. (?). -Have passed the desk several times. Have seen multiple team members on their cell phones. Ugh. Cmon Hilton. Terrible first impression. -I get a $100 food credit. Zero explanation from the hotel. Dined at the rooftop restaurant Knoop last night. Food was good, but expensive…which we knew. Service was fairly bad. -Had to ask the mgr for my bill when he came by to check on guests. We’d been waiting…a while. Still, I can overlook. But the whole experience was cold / awkward…at best. -They sat us at a very low coffee table. Okay for drinks…but to eat dinner? We had to ask for a regular table. (Really?)-The room: I feel like I’m staying in an IKEA showroom. First thing I saw when I walked in was a big stain on the carpet. This morning, the shower handle literally fell off in my hand. (Again, not acceptable.). -Parking: It’s downtown. $30 for self parking which is a block away. $45 for valet. I get it. Might be easier when it’s not 13 degrees. -Currently my foot is in a cast and mobility is challenging. Went down this morning to get a latte. Nope. Machine is broken. Ugh. Had to go back to the room, get a coat, and walk down to Starbucks and buy a coffee. -We decided to do breakfast at the restaurant, (Portofino). They serve until 12. Times are in the app / on their electronic sign in the lobby. -Sat down / ordered beverages. It was 11:07…started to order breakfast and was told “we’re serving lunch.” Server advised, “We changed the hours.” Okay…-It was 11 am, I didn’t want a burger, so we decided we’d go somewhere else for breakfast. But, they still charged me for a milk and Pepsi. Happy to pay for…but I’d never charge a guest when we told them the wrong hours and have broken equipment. I guess the credit covers…but it’s just bad service. -Stopped at the desk and politely expressed frustration. Agent was actually reading my texts, so I know they’re receiving. I got a generic, “I’m sorry.” -Again, had to hoof it down the road to get breakfast. Was an hour wait. Really wanted to use our $30 fb credit for breakfast. Just inconvenient. -At that point, I decided to reach out to the Diamond desk. Was really reluctant to do so. This could easily be resolved at the property level if there was any leadership. Candidly, they were worthless and essentially told me to call back after I checked out. What!? I didn’t have the energy to argue. -Finally, sent an email to Hilton. And then the hotel texted me saying, “Your room is ready.” Again…what!? I’m already checked in and have my DND on the door. Really made me wonder…what are they doing!?!?Then, when we left, the security door on our floor does not latch. Might seem minor. But it’s not. It defeats the point of having a security door and endangers guest safety. Since then, I have received ZERO response / follow - up from the hotel / brand. ***Crickets chirping***Overall, this hotel is disappointing. Staff is not engaged. Property has some maintenance issues. But it is the lack of communication and complete apathy of the staff that has been telling. I suspect there are much better hotels in Grand Rapids.

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• User:Tami S

  Trip type: Couples

  Great location!

  26 Nov 2025

  Friendly check-in. Sparkling clean room. Yes, parking is behind the hotel but the location of the hotel is perfect and there is a valet service at least on our weekend there. Rooftop bar is very cool!

• User:Megreviewer14

  Trip type: Family

  horrible customer service and first ever low rating done

  07 Jun 2025

  I have almost consistrntly given five star reviews in thr four and five star hotels that I typically frequent. This is the first one star review I have ever given because of the utter horrible customer service who as best as I can tell not only at first failed to tell me that the manager I was speaking to was not the manager (when I asked to speak to the manager but in fact the housekeeping manager) but essentially did nothing to help with a difficult situation I was in to have my family quickly change for a wedding and get any room whatsoever (even willing to pay extra). At first, she even pretended to have offered the 2nd floor family bathroom, but she never did until I spoke to who I at first thought was the manager. I find it difficult to believe that they could not find one hiusekeeper to clean one room. Literally waiting for hours at the lobby, I do not think they did anything at all to try to accommodate and contact actual cleaners. I am about to stay at hotel but utterly disappointed at the lack of empathy and any concrete action.

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