The Mount Vernon Grand Hotel — Hotel in Mount Vernon

Maybe I set my expectations too high? This was a hard one to rate. I have been to the world famous Grand Hotel on Mackinac a few times. So anything that carries this kind of name I feel has a lot to live up to. But at the same time, it was only $140 a night for a Friday night. This is comparable with chains. Plus the location was fantastic. -Location was fantastic Easy parking Price was acceptable Beautifully decorated for Christmas I love the extra little details like the eye masks, slippers and a flashlight pen that came in the room I could stay here for the shower alone comfortable beds and pillows Nice character

Downside We were supposed to get a room with two queen beds we got doubles instead when we asked about it they couldn't give us a good answer as if they didn't understand the issue. -The room was hot! We tried to work with the thermostat but it never got cooler. Our phone said that it was 77 degrees yet we put the thermostat all the way down to 65 just trying to get it cooler. So it was kind of hard to sleep well. - The view of this particular room was ok. We could see areal park. But also the roofs and alley. The roof reflection was crazy bright in the morning, beaming through the window. The breakfast was a throwaway. Very disappointed with this. The eggs were those prepackaged reheated kind that managed to be overcooked. It was the cheapest of cheap blah food one could serve. Definitely not worthy of a hotel named the grand hotel or one so beautifully situated. Such a bummer on this. room was a little run down. Cracks in walls, the desk was broken. Phone was dirty.

So while it was a nice stay. I don't know. I was left feeling disappointed. The kids enjoyed the stay. They were happy with cereal and loved the shower and the pens. It was...

This was hands down one of the worst experiences I have had at a hotel. I booked on the phone with one of their staff for one of the hotel blocks since I was staying there for my friends wedding. They never sent me a confirmation email even though I called multiple time over the following weeks to confirm my stay and ask again for them to send it in an email. Never received. Not anywhere in any email not spam or junk or trash. First day goes fine. The woman with pink hair check us in and was amazingly friendly. I wake up to our check out documents slid under the door even though we were booked for two nights which I confirmed the day before arrival with their staff on the phone. I went to the front desk to see what was going on and before I even began to talk the morning front desk person Lex was clearly already in a mood and being rude. She insisted we made the mistake and that we booked online and they were full and there was nothing she could do and we needed to be out of the room within an hour. She admitted that their system has issues with sending out confirmations and then also added that she couldn't help us because we didnt HAVE A CONFIRMATION EMAIL? She called her boss Kelly who also did not help at all. When I finally gave up and asked her to walk us to another hotel she called to one down the street and I confirmed with her twice that the room would be available for us when we got down there and she said yes. We of course got there and the room was gone. We had to end up driving the over 3 hours home at 1 am after our friends wedding. The final kick in the pants was that they charged us the regular room rate and not the wedding block rate. And Kelly they general manager never returned any of our numerous calls. Beautiful hotel, ...

Yes, I booked on Expedia. Yes, I get they control the reservation. We are to arrive today. I called the hotel to see if we could get an accessible room as it wasn't available when I booked. I was told yes. They even said they would upgrade us. Not necessary or requested, but thank you.

We've stayed at this location several times before. It is a decent property with a good location. Rooms are nice but a but "old school" in terms of amenities and the breakfast is ok.

30 minutes later I received a call telling me I need to call Expedia to change it but they have opened up an accessible room so we can change it. My exact words "By the time I get in touch with them, someone else will take that room." Their reply was given the time of year that is not likely. We should be fine.

10 minutes later when Expedia finally responds, guess what, the room is gone. I wonder who predicted that would happen?

Their attitude about it was just "we are sorry." No "is there anything I can do to make this right with you?" Customer service training is clearly missing "recovery."

Perhaps the most offensive part of this dialog is that the rep from the hotel "justified" the quick booking of the accessible room by saying that there must be a lot of older/elderly people looking for rooms. This implies one of the following, or both: All older/elderly people need accessible rooms. All people with accessibility needs are older/elderly. Neither is true, especially for us. This is what really ended the conversation for me. Wow!

I'm here for my father's funeral so this customer service roller coaster isn't appreciated at all. I'll be pursuing other hotel choices on my...