2/10 Terrible
Peggy
7 Oct 2025
Liked: Cleanliness
Disliked: Staff & service
We had a medical issue (complete reverse shoulder replacement) that required I keep ice stocked for my husband throughout the night. I had no idea that the rate we booked was for a room with an outside entrance, which would require that I walk outside, by myself throughout the night, to an adjacent building to get ice. I expressed my concern over this, and was told "really.. .. this is Grand Haven". There were exactly 8 cars parked in the lots in front of the 3 buildings.
Employee refused to "upgrade" us to a room where I'd have interior access to an ice machine, unless I paid $20 additional. Her comment "I can't just give away money - my manager would never allow this." Meanwhile, I discovered the next morning when I checked out that she WAS the mgr. I had not prepayed through a travel site - so she could have very easily made the room change for us. She most definitely had the authority.
Other "accouterments": Wall outlet for lamp and coffee maker, at the desk, had no power, and the refrigerator froze the fruit I had brought along for my husband.
We live 3 hours away, which is why we needed to come in the night before for my husband's appointment, and will also have 2 or 3 more trips to Grand Haven. We definitely won't be staying here.
One positive - Megan, who was at the desk the next AM, was exceptionally nice and apologized for the treatment we had received. She also knew that the mgr had cost the property 2 or 3 additional revenue nights.
Peggy
Stayed 1 night in Oct 2025