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:02/22/2025

  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.

  Date: February 14- February 16, 2025 Amount paid:****** Conformation number: ********** Business: crown choice inn &suits Lakeview and water park I have been trying to contact the hotel since my stay to figure out a resolution for all the issues I encountered this stay. I finally heard back from the hotel today saying that they changed our hotel to the one across the street with no extra cost to me. We did not get moved to the hotel across the street. I went to the front desk first thing Saturday morning to discuss the issues we had in our room and she told me that there was nothing she could do they were at capacity. She didnt even offer to come clean up the black mold in my room. I paid for a suit room for ******. The suit the lay out us in was 5109. They never offered to move us rooms, clean the room or move us hotels. They told me to call and there is never a manager or anyone who can help me I keep getting the run around. Not only was there a lot of issues with the room, when we went to enjoy the water park by daughter got a black eye from kids misusing the equipment and had the lady paid to be monitoring the swim area this could have been avoid but instead she sat at a table with guest chatting and not paying attention for over 40 mins. I will attach the messages from the hotel and pictures of our room that they wouldnt do anything about but were quick to charge my card. I also attached a picture from my suit out the door to show we did stay at the crown not the other hotel they are stating we got moved too.

  Business Response

  Date: 02/23/2025

  I'm so sorry for any issues you may have experienced.    I want to find out exactly what happened, so that I can help you.   Could you please tell me what time and date you went to the front desk and showed the desk clerk your pictures?   Also, why did you include a picture of someone else's reservation in your complaint.  How did you get the other person's reservation?

  Customer Answer

  Date: 02/25/2025

  I did not include anyone elses reservation but my own. How would I access someone elses reservation? We went to the front desk about ******* Saturday morning when we were up and around to have the issue dealt with. Again it was handled very unprofessionally and I do not see us returning again next year after everything this year. And with no responses even after I tried and tried for a week to resolve the issues. 

• Initial Complaint

  Date:08/28/2023

  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.

  I rented a room at the crown *********** in mackinaw city lastnight, we got the keys and started putting our bags on the bed, came back in bringing more bags in and noticed bed bugs crawling on the beds. We went immediately to the front desk and explained that they had bed bugs and stated they could just give us back our money and we would go somewhere else. They refused to give us back our money and about 5 minutes later we were standing outside with our son still in the room and noticed out of nowhere this guy came walking from down the road and went right into our room and told my son to get out and started putting our stuff out of the room. The guy said he was the manager and wanted us out because we complained about the bed bugs, we told him we weren't leaving without our money back and he called the cops, we were forced to leave without our money and no where to go. I showed the cops the dead bugs that were smashed all over the walls and the bugs on the bed but were told it was a civil matter, they refused to give us our money back and the manager went into our room with our 16 yr old son without us the parents being present. The lady police office *********** badge #7 played right along with the so called manager an was laughing,

  Business Response

  Date: 08/28/2023

  While I sincerely apologize for the unfortunate situation that unfolded at the Crown Choice Inn & Suites, your statement is untruthful. After you voiced your concerns to the front desk staff at the Crown Choice, they took your complaint very seriously, and attempted to remedy the situation. They spoke with you about the situation at length and were in the process of calling the manager of the property to come so that he could inspect the room and mediate the situation. Instead, your party began to willfully disturb the peace of the hotel, banging your fists on multiple doors of occupied guest rooms, yelling that the property had bed bugs. Your party then began telling individuals checking in to the Crown for their reservations that the property had bed bugs as well. While this situation took place, the manager arrived, was told the room number which the issue had occurred in and arrived there at your request. You were present with the manager as he thoroughly inspected the room. Neither he, nor yourselves, could identify any trace of a bed bug in this room. Additionally, before each guest checks in, our housekeepers are trained to check each bed in every room they service, for signs of bed bugs. Nothing of the sort reported by our housekeepers that day. Once it was clear to the manager that there were no bed bugs present, your party became extremely aggravated once again, and called the police stating maliciously slanderous allegations against the manager that was attempting to help you in this situation. The police came and arrived at the same conclusion that no bed bugs were present. When your party continued to be a major disruption and safety concern to other guests staying at the Crown Choice, this time in defiance of police orders to cease that type of conduct, you were politely asked by the manager and police to leave the premises. The lady in your party, yelled on video that she would continue banging on every door at the hotel, until she got her money back. The Crown Choice made every effort to rationally aid you in your alleged bed bud issue (which was found to be entirely false). We have video and audio recording of this altercation to further show the true nature of the ordeal. Some of the video was provided by you, through ******** messenger.

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20531473
  
  I am rejecting this response because: first off the manager walked into our hotel room without permission, our 16yr old son was in backroom alone, am.me an the lady was outside the room on sidewalk, we had no idea who the man was, never knocked or anything, just walked right in, an told my son to get out, an proceeded to throw our items out the room. Police arrived an we went into the hotel room, an manager lifted up 1 mattress an there was bugs scattering, N a nasty used towel along with several public hairs, also the dead dogs that are smashed all over the walls, also the lady never once knocked on any doors an she never told any possible customers about bed bugs, that's a lie. If u read prior reviews about this motel, u can see they scam alot of folks outta money after they complain about bedbugs etc. I want reimbursed my 126.00.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/07/2023

  With all due respect, you were asking for the manager to come assist you with the situation, and he came. There was no ill intent involved when he came to your hotel room. He was simply trying to rectify the situation, which your party had escalated to an extreme degree. You were disturbing the peace of every guest and employee at the hotel, and were far past the point of civility. Both the manager and police officer determined that there were no bed bugs present in your room. Your claims are completely unsubstantiated, and you will not be receiving any reimbursement from this establishment. 

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20531473
  
  I am rejecting this response because: They say the police officer an manager said there wasn't any bedbugs in the room, but I have 6 pictures/videos showing diffrent, along with nasty dirty towels shoved under mattresses, pubic hairs all over bathtub  an bathroom floor, dead bugs smashed on walls etc. So to say that there wasn't any is false an the manager an police officer *********** badge #7 are lieing . Also the photos an videos I have are only from the back bedroom, we hadn't had time to look in the main room for bedbugs, photos an videos will be shared with BBB also officer ************ higher **** Thank you an have a great day!
  
  Sincerely,
  
  ***************************