I booked a room at this hotel based on the recommendation of a colleague. It was a rather spur of the moment trip, so I called to make a reservation not sure if there would be any rooms left, the girl at the front desk informed me that my options were a standard room, a standard room with a walk out, or a king bedroom with hot tub and so I booked the standard room. Once we arrived at the hotel, they charged us immediately, gave us our keys and directed us to take the elevator down to the basement (?!). Nobody offered any assistance with our bags. We took the elevator down to the basement level took a few twists and turns until we arrived in our room.
The room was pitch black. There is no overhead lighting in the bedroom, and no lights turn on in the bedroom with a switch, so we had to fumble around in the dark turning on each individual small lamp until there was enough light in the room. Then I proceeded to try and open the curtains thinking the window would pull in some light. There was barely any window! You are basically underground! My eyes were literally on the level of passerby's feet. After the long drive, my boyfriend and I were rather shocked at the cavernous, corner room that we had. The interior is very 70s/80s with floral bedspreads, etc. The television is about half the size of the TV we have in our living room. While I could deal with the unappealing aesthetics of the room, I really couldn't deal with the incredibly claustrophobic feeling of the room being below ground and with barely any sort of light.
I went to the front desk to ask if it was possible to move rooms. Instead of being responded to with something a long the lines of "I'm so sorry you're not satisfied with your room, let me see what I can do", the front desk girl just sort of glanced at her someone else, who I believe was a manager, to take over. When I explained to her that the room was not at all what I expected, mostly just that there wasn't a complete window or any sort of view her response is "I don't know why you would expect that, our standard rooms don't come with a view". While I understand not having a view of the lake, I do expect an entire window in a room I'm spending $150 a night on. When I explained to her we were so uncomfortable in the room and we were contemplating leaving and staying elsewhere, her response was, "Well you'll be charged for the room anyway--it's your choice." She told me my only other option was to pay more to upgrade to a suite, or to be move to an ENTIRELY windowless room. The response of the front desk was completely baffling to me. If a guest is so disappointed by a room they are considering leaving, shouldn't you at least at some point apologize if you're not going to even try and remedy the situation? But no, we got nothing of the sort.
To make the best of the situation, we spent as little time as possible in our room. It's nice that the hotel is right on the water. We enjoyed the restaurants and bars in traverse city greatly, and did not return to our room till very late because we honestly had no reason, or desire to. The beds were fine, but the linens were not of great quality and the pillows were so thin and some points I felt like I was sleeping with my head on the mattress, I had to use two.
The room also did not seem very well cleaned. I kept finding hair everywhere, hanging from the lamp, in the shower, etc. Furthermore, the shower did not drain properly. Lastly, as I was blow drying my hair in the morning, the blow dryer stopped working.
Expecting the breakfast to make up for some of this, let me tell you--it is like what I had in my college cafeteria, premade mini omelettes, some cheap sausage, cereal, and sad looking fruit.
I understand this is not a high end resort, but I was shocked by what we got, and most importantly, at the response of those working at the front desk who seemed to not care one way or another whether we were satisfied after we had paid our bill upon walking in.
We spent the next day at the Sleeping Bear Dunes. We had considered booking an extra day, but after our experience opted to simply return home. We will be back to Traverse city for another trip soon to do some wine tastings, but I will be sure to book elsewhere.
ask which room they are reserving for you before you book, if i had known the room they were giving...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.