We came from Texas to stay in northern Michigan for 6 nights... a long way and a much-awaited family reunion trip. I made the reservation to stat at Gray's cottage half a year ahead of time and Ms. Denise took my money 4 months in advance. I emailed back and forth with Ms. Denise the week before our arrival including our exact dates. Ms. Denise overbooked. She called me at 10pm the night before we were to stay -- yes, 10pm the night before, when we were already in MI-- to tell me the cottage was unavailable. She was initially very apologetic and helped to find a motel situation for us. The motel she found was totally inappropriate for a family (not enough beds, literally on a busy highway out front and a swamp in the back)...Ms. Denise never checked to see if we were okay/set. The motel manager took pity on us and moved us to a different, more appropriate motel property... and the next day, even more unbelievably, Ms. Denise called me to demand more money from me to cover our stay at the 2nd motel. Not a nice cottage on Lake Michigan were we could all be together as I booked but a motel in a different town where we had to stay in separate rooms (still with not enough beds)... she did not refund our money for her mistake but got belligerent with me and amazingly, told me I should be grateful she helped me find a place and demanded more money (I found out she lied about the price of the motel to get more money out of me). I booked the cottage because it looked great for a family and Ms. Denise had great reviews. Maybe this was a blip or off time for her. All I can say is she was very unethical with me and if you book, I suggest you triple check your reservation.