Reviews

Unprofessional and RUDE!! We had a reservation for this hotel from booking.com but the card on file had expired, so it ended up canceling my reservation. I called to talk to someone and the women was so rude. I told her the situation and she said "We don't hold rooms and that room is gone". I said "You don't even know what room I need", considering she never asked me for my name or any information. She then hung up on me. I called back, thinking maybe it disconnected the call because no business would hang up on a possible customer... After four calls of her picking up and hanging up on me she answered the phone and said "If your going to be rude I'm going to keep hanging up". I was shocked because I hadn't been rude up to that point but now I was VERY mad! I told her I wasn't rude before but I would find another hotel because she was a total B****. I asked for a manager and she hung up again. I tried calling back several times and she wouldn't answer. I called from my husbands phone and it would answer and hang up also. I assume they had a caller ID and it had the same last time. I called from my moms phone and she answered. I asked for a manager and she put me on hold then 5 minutes later it disconnected. THIS IS RIDICULOUS! I would never recommend going to a place that treat people like this. I have tried calling back several times over the past couple days and they will either pick up and hang up or answer and put me on hold then never come back. This is a terrible business. I'm assuming the owner/manager is who is answering the phones. Don't waste your time or money on this place!

Hello, thank you for your review. I apologize for the dissatisfactory experience you had when dealing with the Hamilton Inn. Could you please tell me what date you stayed so that I may look into this further?

We checked into our hotel and when we got to the room it was extremely pungent in mildew/mold smell. We immediately went to the front desk to ask what could be done about this situation. Not only do we have 4 young children all under the age of three traveling with us but one of the adults in our party is immunocompromised. That being said, the front desk sent maintenance who apologized profusely, tried to clean the air vent filters and then sprayed the carpet to mask the smell. None of that helped and it made breathing in the room very difficult. We once again, made our way to the front desk to ask for another room. We were told there was no other room available and that housekeeping could come by. Yet again, we went up to the front desk to now ask for a refund. Magically, a room became available. An associate walked us up to the room to make sure this room would be suitable. The smell was a night and day difference, however, that thought was very short lived as found the many mold spots in the room. This issue is taking place between the hours of 9:30pm-10:15pm on a Friday night. The rooms are so dimly lit that a quick walkthrough didnt give us a chance to notice any active mold growing. With it being so late we had no choice but to sleep and figure out a plan in the morning. The next morning, we made our way to the front desk to voice our concerns. We asked the manager *******, if she would like to accompany us to take a look at the mold, she said no and that she would find us another room and inspect it herself. We asked multiple times for a refund or even just a refund if we do not stay the additional night. She said that was not possible and to come back as she did not have time to get us a new room at that moment. In addition to all of the things listed above, the customer service of two of the three employees we encountered was the worst we have ever experienced. I would never recommend this hotel.

Hello. Thank you for your review. I would like to sincerely apologize for the dissatisfaction associated with your stay. It's our goal to provide the most accomadative experience possible to each guest we encounter. All rooms are inspected before a guest arrives to ensure a comfortable stay, and we routinely inspect rooms for serious issues such as mold. To our knowledge, no such room has any issues with mold. I will be looking into your case further to resinspect the room to ensure that's the case. In the event that you're not satisfied with your room, the front desk is able to offer you a new room, which is what the front desk staff offered to remedy the situation. As a further gesture of goodwill and appreciation for your patronage of our establishment, I would like to offer you a gift certificate for one free night stay, valid when expected occupancy is less than 80%, good for a full two years from today's date. I'm confident that we will be able to provide you with an exceptional experience if you would like to accept this gift certificate. Thank you again for your review, as we do take these complaints very seriously and will be investigating your complaint further. 

This place is literally awful and needs the BBB to re-evaluate their rating. Lets start with the state of the hotel when we checked in. Our room had a broken security lock, my friend down the hall had dirty underwear in her room, another in my group had a pile of used towels on their floor. Two of our room shower towels had large brown stains on them. The exercise room clearly hasnt been maintained (no water in the water cooler, the same garbage in the can the full 4 days I was a guest at this hotel, the ** didnt not work in there, no towels or cleaning supplies to use after you use the equipment). I went down and told the front desk attendent about all of these issues 3 nights in a row and was ignored. The breakfast was the same every day (watery ham slices and powdered eggs, make your own waffes and some cheap cereal, only orange juice or really bad coffee).The pool didnt open until 10AM and closed at midnight, which is nice except for the fact they let small children run around in there right up until it closes. Most higher end hotels reserve at least 1 hour a day for 18+ swim. And the real kicker is the elevator inspection that apparently expired on September 30th of 2014!I would honestly rate this hotel a 1, maybe a 2, out of 5.

Thank you for your review. While I'm saddened to hear of the dissatisfaction associated with your stay, we do strive to provide the most accomadative experience possible to all guests. From time to time, there may be a mistake made by a housekeeper when cleaning rooms, which I greatly apologize for. In that event, we do of course have housekeeping and janitorial staff on duty 24/7 to remedy any situation, as well as maintenace staff for issues such as the TV or security lock you referenced. The breakfast is a full complimentary breakfast as advertised. The pool area is open to all individuals during operating hours. I'm sorry these amenities did not satisfy your needs. The elevator is up to date with the inspection as well. Thank you again for your review. We will surely use it to improve upon our procedures going forward, and we hope that you decide to return to Mackinaw City in the future, so that we may provide you with an even better experience. 

We booked 3 nights checking in Feb 29 - and checking out March 3th. We checked out on March 2nd because we found mouse poop in our bed and the power went out in the hotel. When we asked about it they seemed to not have a clue as to what was going on and was rude. Their only offer was to give us fudge with a QR code to win a vacation. I called to get a refund for tonight’s room and she acted like she couldn’t do a thing about it and gave me some bogus corporate number. DON’T BOOK HERE!

I apologize for any inconvenience you may have experienced during your stay at the Hamilton Inn! It's our goal to provide each guest with exceptional accomadations. We did not receive any complaints of "mouse poop" in any of our beds, and any such complaint would warrent swift action to take care of the issue. The front desk would have been happy to take care of the issue and/or offer you a different room to your liking for you to complete your stay. In regard to the power outage the entire city of Mackinaw City, experienced, I apologize but unfortunately this was an act of God which no one could predict or control. Our front desk staff did their best to take care of any guest's needs during this time, and the power was back on that same day. Unfortunately we were unable to offer you a refund as you did use your reservation and take possession of and occupy the room that you had reserved. 

Stayed at the Hamilton Inn Select in Sept 2023 and left a personal pillow behind. Called the afternoon that we checked out to inquire and was told in very a clipped tone that I had to call back the following day after 10AM. Which I did and spoke to a woman (didn't get her name). Gave her the details and was told that the housekeeping manager would call me back later in the afternoon. I specifically said that I wanted to stop by Monday morning to pick the pillow up. The pillow is a small, travel size with a dark navy blue case with images of dogs outlined in white. No phone call. Called the hotel asking to leave a message for the hotel manager. Was given 1-800-577-3xx3. Called it and of course it just rang and rang then disconnected me. IF they didn't just throw my pillow out and I can't pick it up Mon morning, I'll have to pay to have it mailed because their customer service is so lacking. I really don't expect a phone call from the hotel or resolution to this because The Hamilton Inn Select just doesn't care. I deeply regret staying at this hotel and those reasons are for a whole different comment.

Good morning,

I'm extremely sorry to hear that your issue wasn't promptly taken care of by the front desk staff. I will personally go talk with them and make sure that they do have your pillow and that it will be at the front desk ready to be picked up. Thank you for your patience.

Do not go to this hotel. Also stay away from the Mackinaw chamber of commerce web site. It does not reflect ratings about this hotel accurately. Their manager did not want to work to us to accommodate a change to our reservation due to an emergency situation. All personnel was not sympathetic to the situation.

Did you accept the terms and agreements for your stay at the hotel? If we are to believe every person when they say they have an emergency, then how can any airline, hotel, cruise ship operate or take reservations for anyone if a person only has to say "I have an emergency". Did you agree to the following: "72 Hour Cancellation Policy - Each room night reserved must be cancelled by noon three days prior to reserved date of stay, please call the hotel directly for all cancellations. Reservations made within 72 hours of arrival are effective, final and irrevocable immediately upon booking and cannot be cancelled without penalty."

I was less than amused with the manager at check in. Was 1 hour and 45 mins. late after checking in that we finally got our room. The manager kept acting like wasn't a big deal and we all just needed to understand. EVERYONE was delayed getting a room. One couple had sat their over 2 hours. She basically kept feeding us bull vs. Telling us the truth about what the hold up actually was. In the meantime a guest came down and asked to speak to a manager. She seemd too busy and he finally said wanted to speak in private. She wouldnt have it, so he said their room was crawling with bed bugs. He wanted trashbags for their belongings and wanted their money back. She didnt seemed concerned by it. After another half hour she offered to ugrade our room at no charge. A suite with ******* in the room. I said ok. She gave me the key card FINALLY. We went to our room. Wasnt an upgrade at all!!!!! Was a 1st floor room with no view which is not what i wanted, nor was the upgrade she was going to give. So I went back to the service desk. Waited in line AGAIN among all the other people still waiting going on 2 hours. Told her that wasnt the right room. Wasnt what I paid for nor the upgrade. She said you didnt want to wait for the upgrade. She never once mention that....and Hello?!? I had already waited over an hour and half by that time!!! I said i paid for a balcony room as well and this in on floor level with only a view of the parking lot. She would never look me in the eye but said well thats what you paid for. At this point i am boiling and had to walk away!!! She was a master manipulater, that was a very plain to see!!!! She did it to us as well as everyone else in line that day at check in. I will NEVER EVER stay there again and would NEVER recommend their facility to anyone. It was pathetic. Manager needs schooled on honesty being the best policy. You feed people c*** and lies about a situation with rooms and it just ticks people off!!!!!

Good afternoon,

Im greatly disheartened to hear of the dissatisfaction associated with your stay at the Hamilton Inn Select Beachfront. Its the mission of all employees at this establishment to provide the highest quality of care and customer service, in order to ensure an enjoyable experience for each guest we encounter. With that being said, Id like to address your complaint. From the records that I have at my disposal, I show that you completed all check-in paperwork at 4:21 PM, once you arrived. I do apologize, as check-in is normally 4:00 PM, however at times it can be challenging to have every single room prepared at this time, as we are continuing to confront a shortage of staff, compounded by the rigors of servicing a highly trafficked seasonal area, in which nearly the entire hotel checks in and checks out on a daily basis. In regards to the room you received: I see that you booked a room with two queen **** on the court side online, through Booking.com. This is exactly the room type that you received from the hotel and occupied throughout your stay. The front desk staff even switched you to a room on the first floor that was able to be occupied sooner than the one they originally had scheduled you for, as a courtesy. This room type does not advertise a balcony. You received what you booked.

The disgruntled guest that you referenced in the lobby did reach out to both the front desk and customer service representative for the ******************** Inn, and the manager of the property promptly addressed the issue with the said guest. We take issues such as that extremely seriously.

Finally, I do apologize for the apparent attitude that you received from the front desk agent that was assisting you. I have spoken with her and reminded her of the proper etiquette to use when dealing with guests. I hope you can sympathize with her, as it is not an easy thing to deal with a lobby full of guests during check-in time. While that is no excuse, I personally can speak on behalf of all of our employees when I say that they work extremely hard day and night to ensure the satisfaction of each and every guest that walks through their doors.
I again want to sincerely apologize and express my genuine hope that you decide to stay with us again in the future, so that we may provide you with an exceptional stay.

Thank you for your feedback.