We booked a stay at Traverse City Blossom for a mini vacation with our kids, specifically choosing this hotel for the pool. When we arrived, the pool was working, but later that day, it broke down. The next morning, we were told it wouldn’t be fixed during our stay. Since the pool was the main reason we booked, this made our trip frustrating and disappointing.
When I asked about options, the front desk agent was kind but said only a manager could help. However, I was told managers don’t have a set schedule and come in "whenever." This left us in a difficult position—we couldn’t book another hotel with a working pool without first resolving the issue here. The front desk eventually canceled our second night and said they’d leave a message for the manager about a possible rate adjustment.
When the manager finally called me back, they cut me off before I could even explain the situation and simply confirmed our second night was canceled—without addressing any compensation for the night we did stay under misleading circumstances. Given that we had traveled four hours in the middle of a snowstorm, the lack of professionalism and customer service was incredibly frustrating.
I understand that unexpected maintenance issues happen, but the way this situation was handled was completely unacceptable. If you're looking for a hotel with reliable amenities and responsive management, I’d recommend staying elsewhere.