Horrific Customer Service and Management
By A Yahoo! Contributor, 8/25/11
We had two rooms booked at the Hamilton Inn Select in Mackinaw City during the week of August 14th. An opportunity came up for us to stay at a condo nearby, which had more room for our party of 6 and a kitchen. However, the condo was not available on Friday evening the 19th, so we kept our reservations at the Hamilton Inn Select for that night only. We were then notified by the condo management that there had been a cancellation, and Friday night was now available. The cancellation policy for Hamilton Inn is by noon three days prior to the date of arrival. My husband called at exactly noon three days prior, and was put on hold. By the time he talked with a live person, it was 12:03. They would not give us a refund for the two rooms. They kept my husband on hold, then penalized us for 3 lousy minutes!!! My husband then went to the Inn and talked to directly to a manager. She would still not provide a refund. Both the manager and the other staff member my husband spoke to were rude and argumentative. They did not take into account that we could potentially be customers in the future, and try to build good will. As it stands, we will never use a Hamilton Inn, though we will be returning to Mackinaw City. We have also informed all of our contacts who plan to visit there to not stay at the Hamilton Inn Select. I will also be reporting this to AAA and the Better Business Bureau.