** Seeing that people who have stayed after us also encountered bed bugs - know this has now…read moreallegedly been a problem for months at this place. **
Had a reservation here for mid-late June. When we arrived, the check in process was taking a while, and the desk lady said it was her first day, she got hired during a walk in interview and was put right to work. I wasn't sure if she was making a joke (like when people trip and joke "I don't walk much!") or not, but it turns out it was true, because the entire staff (according to their temp manager who we spoke to in person several times) had quit the day before and walked off the job, so the temp manager was from another property and they were hiring all new staff.
While we were being checked in, a lady came up to the desk and said the room she'd just been put in was dirty. They moved her to a different room, apologizing and saying they weren't sure which rooms were clean since housekeeping had also left the previous day. We went up to our assigned room at the same time as she got assigned a new one, and our assigned room was also dirty. We came down to the desk, they apologized, and put us in another room. The lady came down and said she was leaving, since the new room she was put in was, again, not cleaned.
The second room they put us in was clean, but the radiator had fallen off the wall and was lying on the carpet, and we could see it had been previously held together by duct tape. I photographed it and went to the desk to show them, saying we were okay with it, we'd stay there, but we just wanted to document it so we weren't charged when we were out. Manager said no problem, he knows we didn't do it.
We go to dinner, watch some tv, and notice the bed bugs when we were starting to get ready for bed. At this point, we aren't comfortable moving rooms (which it would be the second time) and just want to leave. I gave my travel partner a list of hotels to call, and while she arranged a new reservation I went down to the desk to tell them we were leaving and why. The person at the desk (different from earlier as shift change had happened) was upset at the news and started apologizing profusely, said they were new and didn't know how to do refunds, and would have to call their mom to ask (I assume their mother was either another temp manager or married to the temp manager or something, but I don't know). They told me the refund would be processed at 7am the next morning (keep in mind, this was in June, I am writing this in August). I said that was fine. They apologized again, and I said look, I know you all are new and none of this is your fault, as long as we get our refund without any issues, it's all good, I won't complain, I won't name the hotel anywhere, I won't leave a bad review. We left, drove to Manistique (an hour away but on our route for the next day) and found last minute budget lodging there.
Well, I'm leaving a bad review because our refund didn't come through, when we called days later to ask we were told it was coming (but it was unclear if they'd forgotten to do it and were just starting to process it after we called or if they were claiming it just hadn't gone through to us yet but it was pending). The charge settled (from a pending charge) and the refund never came, so we disputed with the credit card company, a dispute that is still ongoing.
The only, ONLY reason this review is two stars and not one is because providing the staff were telling the truth (and I do think they were) they all had been on the job less than 24 hours, and as a former hotel employee (for 3 years) I know how overwhelming all that can be even when management is solid - and there's clearly something going on with the higher ups at that place if there was a coordinated walkout of all staff. Everyone we interacted with in person was polite and apologetic. But we should not have to work this hard for a refund especially when we knew management was on site (as we'd spoken to them at check in) and they sure as h*ll know how to do a refund.