The Finnley lied about cancellation refund timing. Immediately charged card, then slow communication after. Also, this is NOT a hotel. I booked on 7/27. My credit card was immediately charged that day. I did not receive a reservation confirmation. I went to the website to contact someone, and the contact information listed was incorrect. Being uncomfortable with the lack of information and communication, I requested a refund. I was told on 7/29 that the refund would take 10-15 days. There was no mention of a cancellation fee in this email from the establishment. When I reached out on the 15th day and advised I would issue a chargeback, they say it would take an additional 2-3 days for me to receive my refund. All of sudden, a refund was immediately process with a 4% cancellation fee. This cancellation fee was NOT communicated on the site, terms of service, or rental agreement. They sent a screenshot of a booking page with the 4% noted, but I do not believe it was there when I booked on 7/27. And it's not on any detailed reservation email they sent, because they never sent one. It's also not mentioned on any other communication, site, or agreement documents.I believe they had no intention of providing a refund, and was hoping I would forget after the 15 day mark. Patrons beware: Lack of reservation communication unless you proactively reach out; Slow to refund until you advise of a chargeback, and cancellation fee. The only thing they did immediately is charge my credit card at booking. This is also not a hotel with a front-desk or other hotel amenities. For the same price, I was able to book an actual nice hotel in the area with amenities and immediate communication on reservation details. This not being a hotel wouldn't have been a problem if there was appropriate reservation communication, and appropriate refund process.

Good location, but the WORST check-in experience we've ever had. Made us wait in the rain until we figured out how to access a code on-line...which came while we were driving. Heavy accent of we-don't-know-where-he-was attendant made it nearly impossible to understand. Room is in basement with NO view whatsoever. Area rug was damp. This is not a boutique hotel by any measure. Would never stay there again. I only give two starts due to location.

The most important thing to know before staying here is that The Finnley Hotel isn't so much a hotel as it's an Airbnb or a VRBO.On the plus side, the room looked great. On the negative side, if you need any amenities like new sheets, new bathroom supplies, or new towels, you'll have to submit a special request. We needed new sheets and didn't make a special request to get them because, it being a hotel, we assumed that an unmade bed would be made with new sheets. Since it was not, we requested new sheets and rather than letting us know that they'd get them to us as soon as possible, we were asked why. The reason we needed new sheets was irrelevant -- we simply needed them. The hotel was not able to accommodate our request until the next day in the afternoon when they left folded sheets on a garbage bag outside of our door..

I booked my hotel when something came up I had to cancel my reservation when I went to the hotel to cancel I couldn’t even find the door to even get into the hotel so I called they said they sent me something in my emailed to get into the hotel that I never got so I called them they told me I couldn’t get a refund after talking on the phone them they charged me for one night and a cleaning fee why they hell would you charge a person for a cleaning fee if they didn’t even stay in your establishment that is so crazy to me I will not be booking a room there anymore

Though hotel is in the name, there is no staff on premises. All communication through email/text. Very responsive. Provided all of the info one would want. Rooms spacious, sharp, and is very nice. No iron and 3 pillows on king bed. USB ports bedside. Record per with some nice albums. Shower updated and spacious. Will be my first choice when returning to Grand Rapids.