Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Stayed at Mackinaw Beach and Bay in August of 2022 (4 nights) with my family of five. It was extremely hot (mid to high 90s), and the air conditioning was not working in the hotel. It was a terrible situation and ruined my family's vacation especially while trying to sleep. I asked to see a manager every day. None were available. I finally was given the number for the Mackinaw City Chamber of Tourism to file the complaint. After arguing and negotiating with the Mackinaw City Chamber of Tourism, I was offered one night at any of the Mackinaw City Chamber of Tourism hotels, I requested two and it was accepted. They issued me a certificate that was good for 2 years at any of Mackinaw City Chamber of Tourism hotels IF the occupancy at the hotel was less than 80%. My complaint is that they issue a certificate that can only be used during low tourism times and only permit its use then. This is very difficult for my wife and I as we are both public servants (fire fighter and teacher) to use during the low tourist times since it's hard-to-get time off at work during the week or during low tourism season. I tried in 2021 August, but there was no vacancy. I tried again in August 2022, but there was no vacancy. On 9/18/24 I asked for only one night stay (even though the certificate was for two nights). It was for October 11, 2024. Again, I was told no vacancy and that November 23, 2024, was the first available 80% or less availability. It was at the ******************** at Mackinaw City. After making reservations, I was reminded to bring the certificate. When I retrieved the certificate, it had expired on 8/15/2024. I called the Mackinaw City Chamber of Tourism to ask for an extension and the man said no. I tried to explain the situation of my four attempts always ended up not having less than 80% occupancy, and I was told that "I had plenty of opportunity to use it". I asked for a manager, he said he is the manager. My next message was to the BBB.

  Business Response

  Date: 09/20/2024

  Good afternoon,

  Thank you for your complaint. We spoke on the phone about the gift certificate that you were offered. When we had received your original complaint, we spoke and agreed to the remedy of the gift certificate. The terms of the gift certificate are very clear and were stated in our conversation, in that it was valid for one free night stay, when expected occupancy is less than 80%. This was valid for two full years from the date of issue. When you had called to use the gift certificate originally, you chose dates that were not within the expected occupancy stipulation, therefore it was invalid. When you called again on September 18th, 2024, the gift certificate was expired and was unable to be used at that point. There was a full two years for the gift certificate to be used, with plenty of opportunity for a valid date to be found. These terms are very clear and cannot be adjusted. 

• Initial Complaint

  Date:08/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we decided to stay another day in Mackinaw City while at ****************, and since they didn't have a room for the next day, we went online with our phone and made a reservation for the next day at the Great Mackinaw **************** using the Mackinaw City Chamber of tourism (WITH the official seal). a 2 room suite, 3 queen ***** *********** ********* lakefront for friday Aug4, 2023 for $309.00 (total $342.99). we went to see where it was then and the was no one at the main hotel but a sign to "collect your keys from the Quality Inn next door". at that point we called and asked where the elevator was (i didn't see any parking for ADA *********** and i walk with a cane. any stairs are difficult). The person that answered said our rooms were on the 4th floor and there was NO Elevator. i asked to cancel my room then, and she said that was not possible. i was offered a room of lesser value with "some" steps for the same price. when we arrived i again said that i would like to cancel, and again told it was not possible. we asked for manager. she offered to show us the room and we headed over to look at it. halfway there she gave us room # and said to look at the door (would not give us the key to look inside) and went back. since at that point there were 2 others at the office complaining about the terrible smell in their rooms, and wanting money back that was concerning. i found the access too difficult and returned to the office. we had been there almost an hour by that time, was told the manager would talk to us soon, and we waited. ************************************************************************ was to find another hotel with a ground level room, but i would need to accept it FIRST. he could not tell me what hotel, or where it was, but the price would be the same. i told him that that was not acceptable, he told me i would be charged to full amount anyway, and they did. NOT ADA ********** terrible customer service. I want my money back

  Business Response

  Date: 08/09/2023

  I am sorry that your experience did not meet your expectations; please allow me to express my
  sincerest apologies. When booking your reservation through the Mackinaw City Chamber of
  tourism, you willingly agreed to and accepted the cancellation policy of 3 days prior to your
  arrival date by noon. Any modifications or changes made within the penalty zone are subject to
  the 1-night stay fee. The reservation you booked was a 2-room suite, 3 queen ***** kitchenette
  & balcony lakefront. The hotel held the exact room type you booked, taking it out of inventory
  and unbookable for other customers. When booking online you are offered many different room
  types. When you chose what to book, you did not book an *** accessible room. We do have
  *** accessible rooms on our property, with handicap parking. Also, when booking online, you
  are offered to enter any special requests, such as ground floor or no stairs. You did not enter
  any special requests. The hotel gave you the exact room you had booked yourself online.
  When you expressed difficulties, the hotel tried many different options to assist you. You were
  offered different rooms to look at and they called other hotels to try to find you different
  accommodations. You did not communicate at all with the hotel and just left of your own free will
  while they were trying to assist you. We do apologize but per the contracted agreement you
  made with the hotel, you are responsible for the 1 night stay fee for cancellation of the
  reservation, as the hotel gave you the exact accommodations you booked. Nevertheless, we
  are will to offer you a gift certificate for a free room good for the next 5 years for any room when
  expected occupancy is less than 80%. Would you like a gift certificate? It can be used at any
  hotel at www.mackinawcityhotels.com

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20430978
  
  I am rejecting this response because: credit is unusable as is...the response would be acceptable if:

  the limit of the "free room only usable if the hotel at 80% occupancy" is removed.

    It is over a 4 hour drive to these hotels from my home. My daughter and grandson (that were with us) might be able to use the room credit at the ****************** (that we had stayed at the day before), but only if it can match her work vacation time. that room was $209.79.  Although i would prefer money back, and i will not be going to Mackinaw city again, the room credit could be a benefit to us in that way.

   the credit would need to be in writing, and useable by a family member. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/16/2023

  This credit is completely usable. That is the only stipulation regarding the gift certificate, besides the two full year duration of it's validity. This gift certificate must be used in your name as well. I'm unable to provide a credit or refund. I again apologize for your inconvenience and would be grateful if you would accept this gift certificate so that we may have the chance to provide you with an exceptional stay in the future. 

  Customer Answer

  Date: 08/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/24/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is *********************** last weekend I had the fortune to visit ************* which is quite beautiful but I Have to point out that, I had an unfortunate problem at the hotel I was staying at witch was Quality *********** (917 ***********, Mackinaw City, ** *****). The room was hideous and outdates, several traces of licking water, the furniture were in bad shapes. The shower was not usable everyday because of issue with temperature control. The pool was closed. One of the front desk staff was not polite, neither helpful. The worse of the breakfast, which was included in the price, the hotel only provided water and cereal bars for breakfast. All of these issues prevent us to enjoy our stay. I have ton of photos that I can provide.We'd like to request a refund for our stay.

  Business Response

  Date: 08/25/2022

   

  Good morning,

  I want to first and foremost apologize for the dissatisfaction associated in your stay at the Quality Inn & Suite of Mackinaw City. We do inspect the rooms prior to arrival, and the front desk staff have at their disposal maintenance, janitorial, and housekeeping staff to remedy issues that *** present themselves. The breakfast is a bagged breakfast, which is actually not included in the price, as it is a fully complementary feature. There is no hot breakfast advertised online. Again, I want to apologize that we did not meet your expectations, however I am not able to provide a refund for you stay, as you accepted possession of your room, signed and agreed to the reservation agreement as well as cancellation policy, used hotel amenities, and completed your stay. We do appreciate your patronage of Mackinaw City, and hope that you return so that we *** meet and exceed your expectations!

  Sincerely,

  *************************

  Customer Service Representative

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17764971
  
  I am rejecting this response because: ********* website page DOES state that there is FREE Continental Breakfast and this option was critical when we chose to stay at this place.

  We did ask for the temperature of the shower, the staff answered that they could not do anything. We stayed at this place because we did not feel we had other choice. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/26/2022

  The hotel website most certainly does not advertise this. We have not had a continental breakfast available since the beginning of the Covid-19 pandemic, due to staffing issues. We do not advertise this.