The hotel has good potential however our stay was very disappointing. We made reservations based on a good deal for 3 nights however we couldn’t even last one night before making reservations at another hotel. We were informed two days prior to our arrival of an issue with the pool and offered complimentary passes (an $8 value) to the local hot springs, which quickly became maybe one pass overall after we asked a few questions about the passes (was originally one pass for each day of the reservation). Upon our arrival we were then told the pool is now open however when we went to check it out it was all locked up and we also had to walk through all the construction on the second floor. When we asked the front desk they said maybe we didn’t go through the right door, and by the way the pool was just filled and would be cold for a few days. Aside from the pool we were also not informed on our arrival of the closure of the hot tub and advised we could visit a sister property 7 minutes away (walking 7 minutes in winter to use a hot tub really??).
Once we committed to changing hotels we noticed several other issues that diluted our opinion of the hotel: dated room décor, unattractive bathroom finishing (plumbing under sink fully visible, laundry room style drain on floor, shower curtain vice doors, poor lighting) and noise from construction on second floor (banging started before 8 am the next morning).
When we had made up our mind to leave we informed the front desk and were challenged on the merits to depart, specifically no concern relating to the amount of construction, lack of pool and lack of hot tub. The morning of us departing it was odd that there was no inquiry from the day staff on why we were leaving, or even provision of an apology or context of what was going on, we simply paid our full charge for the stay and left.
I imagine that once the hotel finishes its renovations the second floor will be the more desirable.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I would firstly like to say how very sorry I am you were not satisfied with your visit. Naturally, our wish is for all guests to have thoroughly enjoyed their stay.
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We are continually in a process of improving our facilities and therefore our guest experience here at the Lodge. The week prior to your visit, we were installing a new swimming pool liner. We contacted all guests where possible to advise them in advance of their visit. The work was due to be completed prior to your stay with us. Unfortunately, due to some complications, it took longer than expected, and notification of the delay was relayed to guests as soon as this information was available to us. We were very pleased to re-open the facility on the afternoon of your arrival. During the time our pool area was closed, alternative arrangements were made with our sister hotels for our guests to use their facilities and hot springs vouchers were provided as mentioned. We hope you were still able to enjoy the private, 2-person Jacuzzi in your room.
In the same ilk of our continual improvement, we are quite excited to be amid renovations of our guest rooms and common areas; A fantastic new-look restaurant and lounge area (completed earlier in the year) now houses Bumper’s the Beef house; new, high-end gym equipment which arrived around a month ago, and a new pool-liner now mean our Health Club facility is looking great! A brand new Wi-Fi infrastructure was installed around 2 months ago and speeds are now faster than I have at home! All guest rooms now have fridges and 42’ flat-screen TV’s - with in-room safes on their way. The 2nd floor rooms are indeed currently mid-enhancement, and yes, although that means the area is not at its best, we wish for our guests to be able to enjoy our fabulous health club, located on the second floor - so we have kept it open.
Although the renovations have been carefully co-ordinated to have minimal impact on one’s stay, we thank our valued guests for taking this into consideration and look forward to hosting you in our new-look rooms in the very near future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.