I showed up on Valentines Day, 2010, after having made a reservation by phone in January. I drover 45 minutes one way to get there, to find out they did not have me down for a reservation. They immediately asked if I called the right number, as if I would call the 734 Ann Arbor #, or the 269 Kalamazoo location over the local Grand Rapids number, with me in Muskegon. They then have me talk to the supervisor, Lucas. Lucas said that I probably called and asked about rates. When I explained that I would not call for rates and show up 3 weeks later to waste my time, he said there was nothing he could do about it. He did not apologize, or even try to set up another time. He just repeated that he could do nothing about it. He then found my name in the system with a January 24th scheduled reservation, with an in-house cancellation. Why would they enter my name and phone number into their system, if I was just calling for rates. Lucas could not explain that and seemed very nonchalant, not caring that my plans for the past few weeks were ruined. The only thing he could do, apparently, was hand me his GM's card. This GM was Beth Heckman. Ms. Heckman was very apologetic, but unfortunately it was too little, too late. She offered to reschedule another night, but it was already a special occasion for my significant other and I to get the same day off, let alone Valentines Day. They did tell me that I should have had to pre-pay for Valentines Day. I told them that was not a problem, if only someone had asked me to when I made the reservation. The problem was the ball being dropped on their end, and their failure to even attempt to pick it back up. I do not intend to go back.
Pros: Friendly General Manager
Cons: No Customer Service mentality