Dunes Waterfront Resort — Hotel in Golden Township

UPDATE ~ Thanks to the Credit Card company, they have taken care of us when the merchant wouldn't, but should have. CHASE Bank deserves the 5 ☆☆☆☆☆

If I could leave ZERO stars I would. The absolute worst customer service ever. And after reading reviews it's obvious, as for every complaint all they respond back with is "Sorry for the inconvenience". If you look at Silver Sands Resort reviews, they know how to respond with detail for the issue at hand. We booked a room with a king size bed, jacuzzi, and waterfront view on the top level, along with all of the amenities they offer. This was our last stop of a 5 day trip for my birthday. Upon checking in we were notified that the Guest Internet was out and they were working on getting it restored. After lugging all of our bags up to the room, we left to find an area with internet so my husband could take a quiz for school and catch up on a lecture. When we pulled back into the resort parking lot I noticed my wifi kicked on so I was happy about that. Got up to our room on the 3rd floor and it was out again. Called the front desk and was told that they could get a weak signal but had to order a part??? I then went to the 2nd floor where the signal resumed. Called the front desk and asked to switch to the 2nd floor and the clerk stated she had to call the manager to ask. How ridiculous to have a clerk that is not allowed to accommodate guests. When she called back she said she tried the available rooms on the 2nd floor and couldn't get a connection. Mind you the evening is wearing on. We then asked about the first floor and she said she had the same room on the that floor so we could move there. After packing back up we moved. Not the same room. 2 queen beds and no jacuzzi. That's fine, we have internet which was the main problem. Upon checking out I asked about having our rate reduced for the room we ended up staying in. I was told by the manager Heidi, that she had to ask the owner and he would probably be calling her in about an hour and she would call me after she spoke to him. After 6 hours of no call back, I called and Heidi said she hadn't heard from him and she had tried calling him several times. Good customer service would have included her calling me back to let me know she was trying to reach him to no avail. I called back the next morning after not hearing from Heidi and she told me that he said he would not offer refunds for no internet. We weren't looking for a discount for no internet. They are minimizing the bigger picture here. We weren't asking for much, just a discount for the inconvenience and the lesser room we stayed in. And internet is a part of most people's daily lives and we chose to stay here because we needed the use of wifi that was to be a part of the room we paid for. And the inconvenience of having to leave the resort to get wifi and then waiting for approval from manager to accommodate us and then packing back up our luggage and food to move to a lesser room. That really ate up our 12 hour stay. Customer service is KEY!! Now instead of maybe giving us a $50 discount, we are disputing the whole charge with the credit card company....

If I could leave ZERO stars I would. The absolute worst customer service ever. And after reading reviews it's obvious, as for every complaint all they respond back with is "Sorry for the inconvenience". If you look at Silver Sands Resort reviews, they know how to respond with detail for the issue at hand. |We booked a room with a king size bed, jacuzzi, and waterfront view on the top level, along with all of the amenities they offer. This was our last stop of a 5 day trip for my birthday. Upon checking in we were notified that the Guest Internet was out and they were working on getting it restored. After lugging all of our bags up to the room, we left to find an area with internet so my husband could take a quiz for school and catch up on a lecture. When we pulled back into the resort parking lot I noticed my wifi kicked on so I was happy about that. Got up to our room on the 3rd floor and it was out again. Called the front desk and was told that they could get a weak signal but had to order a part??? I then went to the 2nd floor where the signal resumed. Called the front desk and asked to switch to the 2nd floor and the clerk stated she had to call the manager to ask. How ridiculous to have a clerk that is not allowed to accommodate guests. When she called back she said she tried the available rooms on the 2nd floor and couldn't get a connection. Mind you the evening is wearing on. We then asked about the first floor and she said she had the same room on the that floor so we could move there. After packing back up we moved. Not the same room. 2 queen beds and no jacuzzi. That's fine, we have internet which was the main problem. Upon checking out I asked about having our rate reduced for the room we ended up staying in. I was told by the manager Heidi, that she had to ask the owner and he would probably be calling her in about an hour and she would call me after she spoke to him. After 6 hours of no call back, I called and Heidi said she hadn't heard from him and she had tried calling him several times. Good customer service would have included her calling me back to let me know she was trying to reach him to no avail. I called back the next morning after not hearing from Heidi and she told me that he said he would not offer refunds for no internet. We weren't looking for a discount for no internet. They are minimizing the bigger picture here. We weren't asking for much, just a discount for the inconvenience and the lesser room we stayed in. And internet is a part of most people's daily lives and we chose to stay here because we needed the use of wifi that was to be a part of the room we paid for. And the inconvenience of having to leave the resort to get wifi and then waiting for approval from manager to accommodate us and then packing back up our luggage and food to move to a lesser room. That really ate up our 12 hour stay. Customer service is KEY!! Now instead of maybe giving us a $50 discount, we are disputing the whole charge with the credit card company....

We just returned from a trip here. We arrived on June 29th and we're supposed to leave on July 1st. I have visited many hotels across the U.S as I travel for work, so I am familiar with how a hotel accommodates a customer. Upon arrival, the hotel from the outside looks updated and is by far the biggest hotel in that area. Entering the hotel, it is very outdated, looking more like a hotel in the 90's. We had a room on the first floor, and while the view was amazing, the rooms were horrible. They were outdated, the beds were extremely hard and uncomfortable, and there were only sheets on the bed...no comforters. Upon awakening after the first night, the housekeepers were extremely loud. When I opened my door, I noticed several doors with do not disturb signs. This obviously had no effect on the housekeepers. I found it ignorant and unprofessional of them to focus on getting a job done, regardless of how it affects the customers. After an unrestful night of sleep, being awoken to loud conversation and loud radio communication was my tipping point. Comparing the price of our room to many others, I was shocked at the overall condition and lack of personality of the lady at the front desk on the morning of June 30th. As I walked past a few times to load my car after deciding to absorb the cost of our second night, it struck a nerve that the phone would be ringing and was not being answered as the employee who was starting at her computer screen. We left 1 day early and absorbed the charge as they don't honor cancellations..even if you decide not to stay. Youre supposed to get what you pay for...great accommodations and professional service. Instead, you get a great view...a nice pool, and plenty of great activities to do in the surrounding area. I would recommend this place to come for everything in this area, but not to experience the same things that made us leave a day early while still having to pay for it. This hotel is not worth the money you'd spend for a great hotel stay. Youre paying for the activities and the view..not for the accommodations...