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“no customer service” 1 of 5 bubbles
Review of American Oak Resort

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American Oak Resort
Ranked #8 of 15 Hotels in Houghton Lake
Michigan
Level Contributor
14 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
“no customer service”
1 of 5 bubbles Reviewed November 20, 2006

American Oak does a great job on their web site, but they were unprofessional.

First we called to confirm our reservation and they claimed not to receive our check. We forwarded another one and called finally they recieved it.

We then arrived to a dirty cabin with white cat hair everywhere. Our sons have allegries, so we ask about changing cabins. They said they were full, fine. and they said no cat could have been in the cabin, but they did seem to have a white cat in the office Strange.
We asked for new bed sheets. They were unavailable. We had to take them to the laundry mat ourselves.

We did not get good service at all. The customer does not matter here.

Then finally we noticed the check was never cashed. Months after our visit they finally cashed our check. And mysteriously they had our first check and second check.

We were not happy at all!

  • Liked — It was close to the lake
  • Disliked — cleanliness of cabin
  • Tips/Secrets — do not stay here
  • Stayed August 2005, traveled with family
    • 2 of 5 bubbles
      Location
    • 1 of 5 bubbles
      Check in / front desk
    • 1 of 5 bubbles
      Rooms
    • 1 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
    • 1 of 5 bubbles
      Business service (e.g., internet access)
Helpful?
5 Thank SOFTBALL05
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
awjens, Owner at American Oak Resort, responded to this review, June 16, 2010
This person was not a guest here. So for them to comment about anything is hearsay.

They use the word "apparently" because they do not know the facts for the situation they were describing with the group that had rented the entire resort, as they were not a guest. They did not see a check in form, so they don't know what was on it, or how it was worded.

The group in the office representated a family reunion, 50-60 people. Checking into 11 units. As it stands there were three family members with the same first initial, and last name. So there was some confusion as to who had paid what amount.

They were trying to rent a jet ski when the weather was not permitting. Winds were gusting to 20+ MPH. Two rented the previoys day, were late due to the weather, and we wouldn't let any more out. We rent these for $65.00 per hour, and we did have 6 more in the driveway. We would not launch more due to conditions. I would have liked to have taken his money, but due to safety concerns, we refused the money, and had to turn him away. Historical weather is available online on a variety of websites. The wind velocity is one parameter that is recorded on these websites.
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73 reviews from our community

Traveler rating
    38
    11
    1
    3
    20
See reviews for
36
15
1
Business
0
Rating summary
  • Location
    4 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    3.5 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (7)
Date | Rating
  • English first
  • Any
English first
Battle Creek, Michigan
Level Contributor
14 reviews
common_n_hotel_reviews_1bd8 12 helpful votes
1 of 5 bubbles Reviewed October 3, 2006

We arrived and they had lost our phoned in reservation. We requested cabin #4 but it was not clean so we had to come back. When we came back we were given cabin #3!! Their website indicated a fall special of $45 a night for their cabins-but we were told this only pertained to 2 cabins that are right next to a very busy road. The website does not indicate the special rate was only for certain cabins or to call for details, so we assumed it was on all cabins. FALSE ADVERTISING!! We were charged $85 a night for an old stinky cabin that didn't have a coffee maker (even though the website says all cabins have one) and a couch and chair that you sank to the floor in. We paid in cash but still had to give a credit card for potential damages we may make. Upon checking out we asked for the credit card slip to be given back or torn up and were told they would destroy it after they inspect the cabin (after we leave). Believe me, we will be watching our credit card statement to make sure they don't charge us for anything. Don't go there unless you've got money to throw away!!

  • Liked — Pet friendly
  • Disliked — Price
  • Tips/Secrets — Call and verify EVERTHING prior to arrival
  • Stayed October 2006, traveled with family
    • 2 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 1 of 5 bubbles
      Check in / front desk
    • 2 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
    • 1 of 5 bubbles
      Business service (e.g., internet access)
Helpful?
5 Thank ChadandKim P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
awjens, Owner at American Oak Resort, responded to this review, June 17, 2010
This guest wrote a letter and made this review claiming false advertizing. In our copy of the letter which we still have on file, they admitted to getting a rate of 75.00 per night, with 10.00 additional per night for the pet on the phone at the time of booking.

It was only after they arrived and saw the sign on M-55 that said cabins "from" $45.00 per night that they inquired about a cheaper rate. It doesn't say cabins $45.00 per night. Also in their letter they admitted to being told that that rate was for the two cabins closest to M-55 (we had a special). In their letter they state they "assumed" that they could get that rate. Regardless, those two cabins were both booked, clearly evident due to the cars parked next to each of them. We also told them discounted rates do not apply to people with pets. This is clearly stated on our pet policy page. This is due to special cleaning requirements after a pet has been in a unit. They demanded a refund after staying, or said they would wrirte a negative review.

There was no false advertizing, they arrived and got the exact rate they were quoted on the phone when they booked. There was no lost reservation. They did say they preferred cabin 4, but as we told them on the phone at the time of booking, we don't guarantee specific units, the exception being Chalet #19 which has two bathrooms and is a higher rate than the other Chalets. We had offered the previous guest from number 4 a late checkout, so it was not cleaned when they arrived.
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Additional Information about American Oak Resort

Property: American Oak Resort
Address: 112 Jefferson, Houghton Lake, MI 48629
Location: United States > Michigan > Houghton Lake
Amenities:
Business Center with Internet Access Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly )
Hotel Style:
Ranked #8 of 15 Hotels in Houghton Lake
Price Range (Based on Average Rates): $
Hotel Class:3 star — American Oak Resort 3*
Number of rooms: 10
Reservation Options:
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Also Known As:
American Oak Hotel

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