Four Points by Sheraton Kalamazoo — Hotel in Kalamazoo

During a phone interaction today at 11:14 AM, with the front desk at the Four Seasons by Sheraton in Kalamazoo, MI, I encountered a service issue that I feel needs to be addressed. My husband’s company booked our stay at the Four Seasons in Kalamazoo MI, and in preparation, I reached out to the hotel to clarify some details about our stay, particularly regarding the availability of a sofa bed in the King rooms. Upon speaking with a front desk agent named Mike, he stated—and I quote— “none of the rooms feature a sofa bed, and unfortunately, the website doesn’t do a good job of stating that information.” I mentioned that I wasn’t interested in the website because… I was then interrupted by Mike, who stated—and I quote— “Well, that is where you’ll get the best information from.” I started to reply, “You mean the same website that you just stated doesn’t do a good job of stating information? That is a contradictory statement, don’t you agree?” However, I decided to ignore his statement and not go back and forth with him. I chose to complete my attempt to express my concerns and preferences for direct communication over relying on the website. As I did so, I was interrupted and spoken over in a tone that I perceived as stern and condescending. Mike proceeded to list each room type, emphasizing at the end of each room type the absence of a sofa bed, which felt more like a condescending rant than helpful customer service. When I requested assistance from another staff member or the manager, I was told no one else was available. I then asked for the name of the manager, and, after a significant pause, Mike provided the manager’s name: Kelly. I then informed him that customer service is just that—providing service to the customer, not discarding their concerns as if they were nothing.

Unfortunately, my husband’s company was unable to book us at a different location this time. However, we have decided not to stay at this location for our next trip to Kalamazoo due to the service we received. The agent we interacted with displayed behavior that was unacceptably disrespectful and rude. I firmly believe that leadership sets the tone for customer service, which should be about providing support and addressing the questions or concerns of customers, not dismissing them. Regrettably, my experience fell short of this standard.

I value the opportunity to speak directly with a live agent for clarity and assistance, rather than navigating through often unhelpful website search results. I hope this feedback is taken constructively, as the aim is to enhance the service for future guests. Customer service should facilitate a respectful, welcoming, and supportive environment. I trust that management will address these issues appropriately.

Sincerely, Mrs....

I never write reviews (this is my first) but found it necessary for this stay.

We had called the hotel on our way to Kalamazoo to see if we could check in early so that we could get changed before heading to a show in town that evening. They weren't sure but told me to check back later, which was no problem at all. When I called again at 2pm, we were at a brewery enjoying our time, she told me that we could check in any time after 3pm.

We left the restaurant to head to the hotel. When we got there, there were a line of people waiting to check in but there were no rooms available for anyone. We waited in the lobby, along with many others, for a while until our room was ready. At that point, I shared my frustration with the front desk staff- I wished we hadn't been told to come anytime after 3 because we had left the brewery just to end up sitting in the lobby waiting for our room. She apologized and said that she would get us vouchers for free breakfast. This was greatly appreciated and we could tell that she was frazzled because she also gave us the wrong room keys, which we didn't notice until we got upstairs to our room.

We had a good stay in the room and didn't have any other issues until morning. We went down for breakfast (which is nothing more than a basic continental breakfast that they charge almost $11/person for). We definitely would not have gotten breakfast had she not told us that we were getting free vouchers. After breakfast, the server brought us the bill for breakfast. We explained that we had vouchers on the room. She looked up our names and said that unfortunately, there were no vouchers on the room. She even checked w the front desk staff, but was told that we wouldn't be getting free breakfast.

I went out to talk to the front desk staff and couldn't believe how rude she was. She told me that the other employee had no right to give us breakfast vouchers and that she was not going to be honoring them, especially because we had a special rate on the room. I asked her why no one had called to tell us that (because we wouldn't have come down to eat otherwise). She had no explaination, just that they wouldn't honor it. After trying to explain to her why the employee had offered it to begin with, she reluctantly said that she would honor it, but that it would never happen again. I couldn't believe how rude she was.

Upon checking out, we asked for a receipt from our stay. The breakfast was still on our receipt and I'm sure glad we stopped to check, because I'm betting if we hadn't, she wouldn't have removed the breakfast charge.

I will never stay here again and wouldn't recommend this...

I am begging you please do not stay at this hotel. This hotel should not be apart of The Marriott brand as it doesn’t represent it very well. I had a 5 night stay and stayed 1 night. I couldn’t bring myself to sleep peacefully let alone take a bath in the bathroom . The hotel parking lot looks deserted and when you walk inside you can tell it is old and needs more than a face lift. Someone mentioned this hotel was supposed to get closed down by the looks and smell of it, it needs to be . The staff are friendly and you can tell they know this place is not up to par. The rugs in the hallway are filthy and worn down. There is no ice machine they used a Mountain Dew cooler as a Ice Caddie which I think is highly unsanitary . When you enter the room you are greeted with a musty scent and the windows don’t open . The carpet in the room was not vacuumed there was dog hair on the floor . There is no microwave in the room you will have to go to the lobby to warm everything . The television is outdated no internet tv for those with kids. The bathroom literally seem to have a kitchen towel that was dirty for a hand towel and the other towels were beige and yellow . There was no shampoo/body wash on the walls in fact there was a drinking cup with small tubes of body wash and conditioner I think . The phone was disconnected and literally didn’t have a wire to connect it in the room so you can’t call down to front desk to make any complaints . Don’t try using the phone in the hall way that too doesn’t work. No dial tone . My husband and myself laughed because the phones must be a prop/decoration.I found that strange and as I read other reviews they too mentioned how the phones were disconnected. I woke up through the night itching and when I looked the sheet had rolled up so I shined my light and there was literally dirt/ dried food particles on the mattress cover. I was so disgusted . The sheets had yellow stains or water marks . From we entered the room it just had an unclean feeling . This was such a traumatizing experience for me . The following morning I went for breakfast near by and I saw so many persons who were homeless, looked like crack heads or hard on drugs. When I got back from breakfast I checked out expeditiously and you can tell the front desk lady knew what it was.She didn’t even ask any questions . I just know she has had that happen a lot. Please do not stay here take your money and go over on Portage at a Courtyard/SpringHill Suites. You’ve...