I loved my stay at the Castle. It is like a Boutique bed and breakfast. There is so much charm and history! The staff were very accommodating and friendly. Wish I could have stayed longer. Hope I can go back sometime. They have wonderful cooking classes, murder mystery and haunted house tours. It is a very special place!
Lots of great potential, but so strange. Staff was unprepared and just barely functioning. We were unable to get back to room at 10pm because of other events in venue. No staff available to handle processing gift cards on a weekend. Food was inedible.
We stayed for 3 nights over the past weekend. We encountered the same issues as others when trying to get ahold of anyone over the phone. Mailbox full and calls not returned. Same with emails. It appeared they are short of help. Once there, it was hard to find anyone at registration or at times when we had questions. Felt that they were understaffed. Dirty dishes remained on the dining tables for half a day. The castle is cool and lots of history but they need to infuse some money into amenities to make the stay more comfortable. The outside landscaping is very pretty and I feel that summer would be a better time to go. Also, just know there is no working elevator, so if you are on a top floor, you are carrying your bags. Overall, one night would be enough.
One of the beds in the Victorian Room had some severe issues. The mattress appeared to be a queen, but the frame seemed more like a full. My elderly mother did not sleep at all. The staff seemed “surprised,” and didn’t offer any discount for her inconvenience. She also wasn’t too impressed with the shower that floods the entire bathroom. They give you unfiltered Kalamazoo city water for your room and there are about as many fees as the cost of room itself. As for “boutique”, it is not quite there yet.
We received gift certificates to apply for a stay. The website would not accept them. There were several frustrating days of trying to talk to someone at the hotel. Phone calls were not returned or the voice mail was full so we eventually stopped there in person to make the reservation. A young man who said he works in the restaurant and was just filling in tried to help us but could not navigate the computer system. The maintenance man stopped by and said the former front desk person had been let go. The restaurant man kept telling us rooms we wanted were not available months in advance. Looking over his shoulder I pointed out he was looking at 2021 and this is 2022. When it came time to apply the gift certificates, he was totally lost and called the manager. After much time we were told it would be taken care of and the manager would make sure we would get the credits. All the while this was happening, phone calls came in and likely went to voicemail which was full. When we received an email later, it showed the total amount without mention of the gift certificate or mention of the addons we requested. We called about this but were told that the actual charge amount would be correct which it likely was but no documents to support the correct amounts. Somewhere along the line, we believe they likely filled the front desk position and they stepped up their game. We got multiple emails and texts about our stay and a phone call a few days prior. Our stay went well and we thoroughly enjoyed the Italian room. It is an amazing home build in 1985. Dinner was good but the omelet at breakfast seemed greasy. We had the Romance & Roses package which included "Brut" champagne that was overly sweet. Brut is supposed to be the driest champagne. Overall, we enjoyed our stay but they need to focus on maintaining service and the quality of champagne and omelets.…