Hotel berhampiran West Basin Marina, Saint Joseph

I love staying at locally owned hotels. Love to see the American spirit! This place didn’t disappoint. The front desk lady was super nice and you could really tell she wanted my experience here to be great. She greeted me and showed me where to park my trailer. Told me if there were any problems to make sure to call and it would be addressed. She then checked in with me to make sure everything was ok. When I walked into the room it was super clean and modern. Maybe it’s just me but I love window air conditioners. It just knocks me out and is so comfy. Anyways. Love the room and the service I received. Great job!

My family and I have stayed on this property numerous times. Our recent stay was the most disappointing. When we arrived we were greeted by MJ. We were a bit early and asked if it was possible to check in. He stated that ”all of the rooms were clean so, yes you can check in”. The process was simple and we went to our room, # 103. This room is first floor, lake view. Once we were in the room, my son walked into the bathroom. He immediately said the floor is sticky. I went in and sure enough, around the toilet, the floor is sticky. And you can see shoe prints/footprints in whatever was on the floor. The shower was also really gross. There were spots of what appears to be mold. Also, the ceiling looks as if there was a leak in the room above and not properly mitigated. I tell my son to wear his shoes in the room and he can shower the next day and home. I decided to mention the bathroom to the front desk when we left for dinner. We were all tired and wanted to nap before dinner. When I woke up, I happend to look up at the ceiling. It was then I noticed the spiders and spiderwebs/cobwebs all along the ceiling. I do not like spiders at all. It was completely unnerving and disgusting. I took pictures of everything and went to the front desk. I explained to the woman at the desk the state of the room and showed her the pictures. Her response was ridiculous. She says that it was warm the day before so the spiders ”must have just hatched”. I was stunned. This was not one day of missed vacuuming, this was months of missed cleaning. Not a single apology from this woman. Just lame excuses and that she would email someone about it. We decided to deal with it for the night and speak to someone in the morning. Thankfully, MJ was there and we brought him to the room to look at it. I explained what the woman the night before told me and he seemed equally as stunned. He apologized profusely and brought the head of housekeeping to the room. She also agreed that this wasn't a one day of missed cleaning and apologized. We also noticed how filty the ceiling fan was and the ring of dust on the ceiling around it. Its a popcorn ceiling and obviously holding onto the dust when the fan is running. MJ said he was going to shut down the room for a deep cleaning. This is great for the next guests but, didn't help us. He did apply a 15% discount (I guess that's all he can do) to our bill which was appreciated but, we still spent too much on the room considering the state it was in. Ususally I receive a survey after my stays but, surprisingly I didn't get one this time. This property is slowly going down hill and I don't feel I can spend any more money here if there are not going to maintain the property. There are newer, cleaner properties in the area with much better pricing that will be getting my business moving forward.

The bed comforter didn t look like it was changed for new guests ( it had hair everywhere on it). We didn t had any body lotion in the room and we nedded it ( we asked the front desk and they gave us some). Restrooms should be a bit cleaned with some chlorine by the shower because the bacteria is visible growing there. Price was 365$ for a Saturday night // kind of too much for the location it has. We enjoyed the patio area / we find it really nice. The lady from the bar was nice !

Disappointed in this hotel, which was meant to be the beginning of a 4th of July trip to Michigan. The service was not friendly nor helpful. I had requested room cleaning on y second day, and maintenance as well, but did not receive any service at all. Asked a couple of times during the day, but when I complained the last day, I was told that I had a do not disturb sign on my door. Which was not true -- I have never ever made use of a do not disturb sign, and certainly did not use it when I was waiting for service to happen. I requested maintenance because one of the shower bottles had fallen off the wall and broken, so it was unusable; also the shower itself flooded into the bathroom (with door fully closed),, which is why I needed extra towels, in order to mop up the water. The in-room refrigerator had odd controls -- one button said ”off for 8 hours” and the other button said ”on for 2 hours”. When I asked how to understand that, the person at reception said to turn the knob, which was not there -- and when I explained the buttons, she said she'd request maintenance. (In fact, using the 2 hour button seemed to result in decent cooling). When I asked about using the closet safe, which was already locked, I was told that none of them worked and would be replaced. I know that many hotels are having difficult post-pandemic, both with staffing and repairs -- but much more can be forgiven if the staff is apologetic. This hotel has quite lovely spaces, and might be a pleasure to be in, if services worked better. The breakfast bar was confusing, with things that ran out quickly (only 1 small pitcher of possibly whole milk, which would not fill very many cereal bowls).

Finally getting refunded 1/2 of our 2 room 2 night stay from Hilton. Trust me when I say that this hotel did nothing to rectify our the mess that they caused in the 1st place. How can the desk clerk check us into 1 room and then for the 2nd room say , Oh I see you checked in online for this room. NO we did not. But OK. Go to dinner then come back and find another family in your room with all of your personal belongings packed up and at the front desk. I believe they messed that up because of the Glitch in the system that they refer to a lot. Then we return from a very long day of touring Southwest Michigan just to find out that they gave our room away because the Glitch in the system said we only had the 2nd room for 1 night. But Hilton charged my card for 2 rooms for 2 nights each. But Michelle, the unprofessional the desk clerk would not look at our reservation on my phone. Nor would she look at the charges on my phone. Nor would she listen to the Hilton employee that called her to set her straight on our rooms. Thank god for the Hilton Assistance Team as they are refunding us something for our suffering.