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The issue in GetHuman-fmertur's own words
Hi, *I’m reaching out to let you know about my experience at AmericInn Charlevoix. I was in town for a wedding. My stay was from ***-***. When I made my reservation, I was never told there was no elevator nor did I ever receive an email prior to my stay other than the initial confirmation months prior. I called the day before to confirm my reservation and was placed on hold for ** min then disconnected. When I called back the second time I was placed on hold again, then I was told I would be on the second floor with no elevator. I let the staff no there would be no way we could stay on the second floor with no elevator due to the amount of baggage, having children and an issue with getting up and down the stairs. Then was finally promised a room on the ground level. On the date of check in, we checked in at about *:**. The manager checked us in and never got up from her chair in front of her computer behind the front desk and barely looked at us, it’s not the hotel welcome one would expect!*When we were given our key and went to the room, our room had NOT been cleaned at all!! Beds were not made, towels were on the floor, bathroom was dirty. Completely untouched! I went and spoke with the general manager of that location and she was completely unapologetic and said the room would be cleaned in ** minutes and mistakes happen. It is impossible to thoroughly clean a room in that time. *At this point we were exhausted from out * hour drive and wanted water while we waited. We tried to get water from both vending machines and there was no water available. When I told the front desk, their answer was “sorry we seem to be out”. They didn’t offer to get water for us. My husband had to go out and get water. *Then my kids needed to use the restroom after such a long trip, one of the restrooms was not available* working and the other bathroom had no paper. When I asked the front desk, they handed me the toilet paper to replace in the community bathroom without so much as a please or thank you! *To top off the stay, our air conditioner stopped working in the middle of the night out first night. When I called the front desk, there was no answer. I walked down to the front desk and the person on duty said she’d take a look at it but there was nothing she could do until calling someone to come in the morning. They didn’t offer a solution for the night nor did they follow up the next day. I have thought long about sending this complaint, as I’ve never made a formal complaint before and usually go with the flow. However, there were too many issues with no solution or apologies. *We travel fairly often and this was by far and wide the worst experience we’ve ever had. The only warm welcome we received was from the cleaning lady every morning. *We were never asked how our stay was when we checked out. I will never recommend this location to friends or family, there is a Charlevoix Inn right down the street for the same price and that is where I plan to stay and send my friends the next time we’re in town. *The entire staff we encountered, with the exception of the cleaning lady, was a huge disappointment. It put a damper on our entire trip and I will never stay here again!**Thank you,*F Merturi
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