Grand Hotel

Our stay at the Grand Hotel for 4 nights was very mixed. It did not start off well as when we went to check in they had canceled our reservation for one of our two rooms. Notwithstanding the fact that we had our confirmation number they could not explain what had happened. Making it worse they could not put us in the class of room we had booked months in advance. As this was a trip to celebrate our anniversary this was a big disappointment. It was clear that they felt badly but their screw up clearly got us off to a rough start. We found the hotel staff to be very service oriented and the grounds are as beautiful as advertised. We would absolutely NOT recommend the 'fine' dinning experience that they advertised. They strictly enforced the dress code for the dinner which was nice. However, the food was terrible. The steaks were cold, the meal portions were not adequate, and the options were limited. We would also suggest that you not purchase the drink package. When we were considering this option they made a big deal about their amazing wine selections. We only later learned that if you purchase the drink package you are limited to only 3 of their wines - which were not very good. They recommended a specific company for the island horse/buggy tour and their recommendation was very good. In short, and if you made it this far, we would not go back to the Grand as there are many other options on the island. Hope this helps.

Always wanted to stay at the Grand Hotel since I was a kid visiting the island for the day with friends.and family many decades ago. I was not disappointed with the level of service and friendliness of the staff during our two night stay. We chose the dinner and breakfast package and ate very well and enjoyed dressing up for the main dining room. The frequent attention your room gets, while you are enjoying the island or grounds makes you feel like royalty. The pool and fitness areas are too notch. This visit was worth the cost.to enjoy this unique one of a kind location.

The Grand Buffet is incredible. Upon arrival, by carriage, just head up the steps and you are there with a warm, friendly greeting. Seated immediately. Bring your appetite! Superb service. Excellent food. Didn't feel rushed.

We’ve stayed at the Grand as a family since 11 years ago when our daughter was just 2 months old, and stayed several times since then. Our last trip was this weekend. It used to be an amazing place with workers from across the world (mostly Jamaica) who loved their jobs. Once corporate world took over, it’s definitely not the same. I believe some employment contracts must’ve also changed. The demographics are different. The dynamics are different. Prices are 3 times as much as they used to be even 2 years ago (we’ve stayed here at least 6 times now in 11 years). Management is all over the place. They wouldn’t give us straight answers when it came to how to get an upgraded room if possible (no one had a clue even though the online site stated available rooms). It took 12 hours for that answer. It took them 24 hours to tell us- you can’t upgrade if booked under a conference rate. We’d already said we were willing to pay separate from that. Sounded like they were dissuading us to upgrade! Food has gone down- breakfast used to include more foods in the past. Dinner time used to be full of people, the room used to be bustling. Today - July 18th - was supposedly a busy day for them with multiple weddings and conferences. The dining hall was very empty compared to what we were used to (we’d stand in line to get in before) to catch a window seat. The servers and workers used to look happy or have stories to share. None of them seem happy with the corporate take over- this was 3/3 meals. Not one. Housekeeping used to smile and greet. Not one uttered a word this weekend, seeming tired or overworked. It’s sad. We loved the Grand when it had the personal touch. It’s completely lost that. Sad to say goodbye to the Grand, as it’s been part of our own history. We’ll be back when it learns to get that charm back.

We chose the Grand Hotel for what was meant to be a once-in-a-lifetime, bucket list vacation and was a significant financial investment for us, and we expected an experience that matched the hotel's reputation. Unfortunately, our stay was overshadowed by two incidents. First, the iron in our room overheated and permanently damaged a pair of my husband's dress slacks. The hotel did reimburse us for that damage, and I appreciate that they addressed it. The much more serious issue occurred when my husband's prescription medication disappeared from our room. We reported it to hotel management immediately and contacted the Mackinac Island Police Department. Replacing a controlled narcotic prescription while traveling required additional time and coordination with his physician and pharmacist, creating stress during what was supposed to be a relaxing vacation. What disappointed us most was not simply that the medication went missing, but the hotel's response afterward. Aside from confirming that they would cooperate with the police investigation, which I think is obvious something they not only would do but should do. There was no meaningful follow-up or acknowledgment of the impact this incident had on our stay. When we requested a partial refund in light of the circumstances, that request was denied because the hotel considered our accommodations and services to have been provided as reserved. I understand that no hotel can guarantee thefts will never occur. However, I do expect a luxury hotel charging premium rates to demonstrate empathy, take guest concerns seriously, and make a genuine effort to restore confidence when something this significant happens. Instead of leaving with wonderful memories of a vacation we had looked forward to for years, we left feeling disappointed, unsettled, and violated. I sincerely hope no other guest has a similar experience.