Stayed at Tawas Bay Beach Resort for a destination wedding weekend for one of my best friends, who…read morehappened to be marrying his husband, and from the moment we walked in, the customer service was rougher than the drywall patch hanging from the ceiling in my room.
At check-in, I was first told they had "no reservation under that name." After providing my confirmation number, I was then informed my reservation was for the following night because I accidentally booked the 24th instead of the 23rd. My mistake, absolutely. However, instead of helping me directly at the front desk, I was told I had to go through a third-party booking app while literally standing in the hotel lobby. Nothing says hospitality quite like booking a room online for the hotel you are physically already inside of.
While waiting, I witnessed multiple other wedding guests struggling with check-in as well. One guest was openly given the wedding couple's room number along with his key. Then the photographer arrived before the 4 PM check-in and explained she was there to photograph the wedding. She was told she could either pay an extra $20 for early check-in or come back later. When she said she'd return, staff again casually gave out the wedding couple's room number like it was today's lunch special. Then a mother with two children arrived for the same wedding and was also told to come back at 4 PM.
When I finally approached the desk again with my new reservation confirmation, I was told check-in was still at 4 PM. I explained that I had specifically called the day before and was told I could check in at 2 PM. No mention of an extra fee was made during that phone call. I asked to speak to a manager and was told nobody was available and nobody could be contacted. Apparently the "resort" part of Tawas Bay Beach Resort is just as difficult to locate as management.
At this point I was frustrated enough that I brought my suitcase into the lobby and said I guessed I'd just get ready in the bathroom for the wedding. Miraculously, after my third trip hauling belongings inside, a room suddenly became "available." Praise be.
I was handed a key and room number with almost no direction. When I asked where room 240 was located, I was simply told "second floor." After loading up a luggage cart and dragging everything to the B wing, I discovered there were no elevators. I have a torn meniscus and asthma, and had to make three exhausting trips carrying luggage up and down two flights of stairs because there was no convenient accessible entrance to the room area. Somewhere between trip two and trip three, it started feeling less like a beach resort and more like a low-budget CrossFit retreat.
I even found a closer exterior door near the room, only to discover it would not allow re-entry from outside. Very fun little scavenger hunt energy.
By the time I finally got settled, it was after 3 PM and I had to rush to get ready for a 4 PM ceremony. Nothing says "beach getaway" quite like cardio, confusion, and carrying luggage like a contestant on The Amazing Race: Torn Meniscus Edition.
The room itself looked poorly maintained. There was a rough drywall patch in the ceiling with visible gaps, bugs and cobwebs along the windowsill, and the room key stopped working every single time I left the room, requiring repeated trips back to the front desk where staff continued to be dismissive and unprofessional.
And just when I thought this stay had reached peak chaos, checkout somehow managed to unlock a bonus level.
When my key stopped working yet again, I went to the front desk and was told it was because checkout time had passed. I reminded the same employee that I had actually paid for two nights. I was then informed that because I had not technically "checked out" after the first night reservation, I would now have to switch rooms for the second night. At that point I simply left. After everything else, I was not about to haul luggage up and down two more flights of stairs for a room shuffle created entirely by their own disorganized system.
To make matters worse, I was never allowed to cancel the accidentally booked night either because of the strict no-refund policy. So in the end, I paid nearly $350 for one stressful night, endless trips to the front desk, stair-climbing cardio, and a room key with the life expectancy of a fruit fly.
Ironically, the no-refund policy was probably the most consistently enforced policy during the entire stay.
As guests attending a same-sex wedding, the cold and dismissive treatment throughout the stay certainly did not feel welcoming.
The wedding was beautiful. The hotel experience, however, deserves vows of its own:
for better customer service, for functioning key cards, and for elevators that actually exist.
Overall, this stay was definitely not a "suite" experience.