MACKINAW CITY, Mich. (WWJ) – Three hotels in Mackinaw City have received a notice of intended action from Michigan Attorney General Dana Nessel for allegedly sending guests to different hotels than the ones they booked.
An investigation, spurred by consumer complaints, focused on the Beach House Hotel, Crown Choice Inn & Suites and Hamilton Inn Select Beachfront, all of which are accused of deceptive practices.
Complaints against the hotels allege several instances where consumers booked rooms that were advertised as available and received booking confirmations, only to be closed without notice to the consumer, according to Nessel’s office.
“Upon arrival to the closed hotel, the consumer is directed to the Hamilton Inn and given a ‘substitute’ room with non-comparable amenities,” the AG’s office said in the notice.
“The complaints also allege consumers who decline to stay at the Hamilton Inn are denied refunds, citing a 72-hour cancellation policy. The refunds are denied even though the consumer was not made aware of the original hotel’s closure at any time prior to the consumer arriving in Mackinaw City.”
A special agent for the AG’s department booked a reservation with the Crown Counce in for Nov. 10 through a website identified as the “Official Mackinaw City Chamber of Tourism, available at www.mackinaw-city.com.
The reservation was advertised as a “2-bed Queen Lakeview Balcony Room” and included “access to 17 indoor pools” and “indoor waterpark admission wristbands.”
Despite making the reservation on Nov. 4, the agent didn’t receive confirmation until Nov. 9, the day before his supposed stay, and outside of the hotel’s 72-hour cancellation policy window.
In other words, the AG’s office says, the reservation wasn’t confirmed until it was too late to cancel the reservation without penalty according to the cancellation policy.
The agent found the hotel entrance locked with a sign on the door directing people to check in at the Hamilton Inn.
When the agent showed up at the Hamilton Inn, he told the staff he was there to check into the Crown Choice Inn. After being made to wait about 15 minutes, the agent returned and was told the Crown Choice Inn’s water park was closed for cleaning. When he indicated he really wanted to use the park, they again told him it was closed for cleaning, there were no other water parks in the area and that it was past the point where the reservation could be canceled to receive a refund.
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One consumer complaint included in the NIA – which is available to read on the AG’s website – said they booked a stay at the Crown Choice Inn through Expedia.com, only to have a similar experience as the special agent.
Nessel says “tourism is part of the life-blood for the economy in northern Michigan.”
“Whether it’s our residents enjoying a long weekend, or visitors coming to experience our majestic sand dunes, beaches, lakes or ski slopes, it is important that all consumers are treated fairly so they look forward to sharing joyful stories with future visitors. ”
She says her office will not tolerate actions that threaten the state’s reputation in the tourism industry or harm consumers.
The hotels have until Feb. 18 to respond to the NIAs and take appropriate steps to address the AG’s findings.
My Office will not tolerate actions that threaten our reputation in the tourism industry or harm consumers.”
The hotels have until Feb. 18 to respond and take appropriate steps to address the Department’s findings.