Customer ReviewsforHamilton Inn Select

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.

Horrible Hotel spend $200 night and don't even get breakfast the rooms are very outdated don't even have plug ins next to the bed on the night stand.

Hello ****,

We apologize for your dissatisfaction in your stay at the hotel. Due to the fact that we are trying to be cautious with Covid, we have been offering To-Go-Bags at the front desk to accommodate guests between 7 am and 10 am. We sincerely apologize if you did not arrive at the front desk to receive your breakfast bags within the three-hour time frame. In regard to the room, each room has plug ins next to each bed, however, we are very sorry if yours was not initially visible and that it caused you to perceive your stay in a negative manner. We thank you for taking the time to voice your concerns.