2/10 Terrible
Natalie
Travelled with family
26 Oct 2024
Disliked: Staff & service
Pool Out of Order
I got an email to check in online. I did so and it told me to go to the front desk when we arrived to get our room keys. It was my son’s birthday and he wanted to go swimming so we booked this room for the weekend. When we arrived with our life jackets in tow, we were informed the pool was closed due to needing repair. They did offer for us to walk across the parking lot and use the sister hotel’s pool though. With my 3 kids being young and October in Michigan, it really wasn’t feasible to do so. I requested a refund so I could book at the hotel across the parking lot with the working pool (Hampton by Hilton). I was told the manager would be in on Monday and they would put a note with what happened. When I called back I was told to call Hotels.com. Totally fine, they reached out to the hotel multiple times and got no response so they were unable to refund the room and offered a small credit. I filed a dispute with my bank and was only able to get 1 of 2 nights back. It absolutely sucks that I’m the one penalized when we were not notified that the full facility would not be available until arrival and now I’m stuck paying for two hotels.
Natalie
Stayed 2 nights in Oct 2024