Upon checking in, I realized that I didn't get the room I thought I booked. I booked a king room with a jacuzzi and a fireplace and received a king with two bedrooms. I went to the front desk to explain the situation and the front dresk associated said I could either release the room for a $25 fee and if they were able to rebook it I wouldn't get charged ($269/night); I could see if someone with a queen size room and fireplace wanted to trade; or, I could get $100 off the room. I asked for a full refund with a $25 fee and the associate said that wasn't an option. I asked to speak to the manager and was told the manager was on the phone with her husband who was sick. I said I would wait and waited 20 minutes to speak to the manager who never showed. The front desk associate reiterated my options and asked if I would like the manager to give me a call. I provided my phone number and said if it was possible to switch to the queen sized room, I would. Of course, the manager never called but I did get a call from the front desk associate saying we had been switched. (still at the same price of $269/night). The room was outdated and didn't have any instruction/information for pool hours, where to get ice, how to operate the fire place, etc. Additionally, there wasn't a phone in the room to call anyone for assistance.
The next day, I was switched to a standard king size room. The first thing I noticed was used toilet paper on the bathroom floor. There was no soap in the dispenser and the mini fridge was not working. At 1:00a.m. we heard a rattle at the door and the person kept trying to get in. I answered the door and a couple apologized. They had been given the same room key! Had the bolt not been locked they would've come right in. In the morning, I made the front desk associate aware of the situation. There was no apology, instead she blamed me saying we got the wrong room! And, stated that everything was okay. I think she missed the point that the wrong was double booked.
Aside from all the problems we experienced, I still wouldn't consider this a luxury resory- Most rooms do not have a great view, the rooms are outdated, the complimentary morning buffet is all muffins and doughnuts, and the customer service is horrible.
I tried calling today to speak with a manager about the experience and was given the run around. For the price, there are a lot nicer facilities out there.
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- Also Known As:
- Lake Bluff Hotel South Haven