Holiday Hill Resort — Hotel in Saugatuck

Horrible experience! Reply to resort owners: you are twisting the facts and lying. Your reply makes it seem like you were compliant and agreed to a refund, not that you were insensitive, lied and manipulated the situation for how it suited you best until I told you I will contact the BBB. I would stay silent if I were you, lying to the public is not the way to go. The ONLY truth you stated was the total refund (after I had to send a bunch of emails, and mentioning the bbb). The rest is lies and manipulation. Shame on you! I had a reservation for the beginning of May, 2024. 2 days before my trip, my father passed away and I had to go to the funeral in my home country.

I notified them the day of his death, knowing their cancellation policy. I asked if there is a way to get a refund since the reservation was not cheap and the cancellation reason was out of my control.

They were nice enough to say that, if someone else books, they will refund me.

I asked them, if nobody else would book, can I at least have credit so I can go there another time. Luckily, and through their efforts, someone else booked, but it all went downhill from there. They said that now my option is to have credit for another stay.

I reminded them they had promised me a refund. They promptly answered that they were just following my request, and proceeded to give me the stay another day option or a partial refund.

Per their policy, they will give you a refund if cancellation is done in certain terms, minus 30$. But they decided to keep 60$ of my money, because they lowered their rates. Which is not policy, and also was not discussed beforehand.

I explained that I did not consider that to be a fair practice, I asked for a full refund at that point, the going back and forth, they did not handle the situation tactfully, they were not clear, truthful and concise from the beginning, and I would give them a review to reflect that and a bbb notification.

At that point they decided to give me a full refund as a one time exception of course (extremely normal and more than far) but their answer was disrespectful, untruthful, inserting a new 24 hour cancelation rule that was not even in question, because I notified them 2 days prior and because it is not in their policy, and how they went above and beyond to help me.

I reiterated facts, quoting their own words in the email thread. Apologizing for my father’s death inconveniencing them, and explained that I consider some help in customer care is needed for their company. They decided to reply again and tell me to read the emails again, hinting I am less than intelligent, without seeing their part in this downhill situation. I explained I have read everything with each reply, and proceeded to show the errors of their ways, plus the undercover insults that came my way. They still replied trying to make it look like they have done nothing wrong. I decided to ignore them because it is, at this point, futile.

I do not recommend this place, purely because of their hostility, untruthful statements, blaming the customer. You can clearly see in their own cancellation policy they blame the customers. I have never experienced such policies and such bad customer service.

LE, I just read another bad review, where the customer was treated poorly, and they even replied by blaming the customer, again, but in a “nice” way. These people do not take the blame for anything. This is so sad to watch, especially for such a nice and...

Our stay in the Captain’s Cottage (720) at Holiday Hill was an absolute DREAM. My first trip to Saugatuck (actually, to Michigan altogether!) was better than I ever could have imagined, largely thanks to the fantastic team at Holiday Hill, who made us feel right at home and kept the property IMMACULATE!

I’ve stayed in a lot of hotels and vacation rentals across the US and in Europe, but I’ve never seen a kitchen as equipped or a house that could feel so much like “home” in a place so far from that for me. I knew I was in heaven when I discovered the cabinet FILLED with board games. Plus there’s a gorgeous lawn just outside Captain’s Cottage & the Treehouse (722) with cornhole and twinkling lights! Captain’s Cottage is very spacious… 7 adults could sleep comfortably (8 if 2 are willing/able to share a queen-sized pull-out). It has 2 bedrooms (both with king beds), 2 bathrooms, a private deck with outdoor dining table (plus another shared patio with outdoor dining table), washer/dryer, dishwasher, formal dining room, and a cozy (but roomy!) living room with a functioning fireplace and smart TV. I will definitely be back with a group of my girlfriends!

The pool at Holiday Hill wasn’t filled/open yet - as clearly stated on the website and again in my booking confirmation - but that was fine because it was still way too chilly for a swim the first weekend in May. The pool deck/main public patio was still a lovely spot to soak up the sunshine and the view. I’m already planning my next visit for after Memorial Day so I can take full advantage! (After chatting with one of the delightful staff members, I have my eyes/heart set on the Treehouse!)

Holiday Hill is a quick drive (or hike - I’ll try that on my next visit) over to world famous Oval Beach and directly across the river from The BARge, a hopping bar, and Wicks Park, where we enjoyed live music and the BEST gluten free (GF) pizza I’ve EVER had. We were lucky enough to have friends with a boat so we took the quick ‘sail’ down the Kalamazoo River out to GORGEOUS Lake Michigan. We even saw not one, but TWO bald eagles! I couldn’t get over how clear the water was!! I swore I would never swim in a lake, but once it’s a little warmer, I’m sure I’ll be changing that tune.

The staff at The Beachway - just next door - were so helpful when we checked in. (You check in at The Beachway, which is just steps away. Google Maps definitely makes it look further but, as my grandma would say, it’s spitting distance.) We went back to buy (super cheap!) bags of ice before our boat trip and ran into their smiley staff a few times throughout the weekend in the shared parking lot. I loved feeling like I was immediately initiated into this little community.

Saugatuck is a charming, family-friendly, fun hidden gem! I can’t wait to go back and we’ll definitely be staying at...

Wow! Our family feels so lucky to have found this little Oasis! It was so nice to stay here and enjoy the amenities offered, the pool was crystal clean and felt so private. The grounds were immaculately cared for by Nick and Ian. We were so impressed by the kindness of the staff, Reyna and Michelle, and we would love to come back again next summer. Our daughter swam for two day straight and the little gift store was perfectly stocked with bottled water, pool toys and souvenirs to take back home and remember our time. We stayed in the corner room, 703, and it truly felt like we were in a secluded tree house, we loved having our morning coffee outside and chatting with the staff. Thank you all so much for making our stay special. The only thing we were wishing for was a closer spot to grab a quick lunch or cocktails without having to drive, as the chain ferry was also closed down during our visit. We just made a couple trips to town and made it work, but easy to plan ahead for next time and we can have these items in our room fridge! It was great to have the full kitchenette! Thank you to the Holiday Hill team, we will fondly remember this trip...