Last week my fiancé and I scheduled a meeting with Tyler (wedding Coordinator) to discuss potential plans for to host our wedding here in Sept 2014. We decided to stay at the resort the night before for a relaxing weekend getaway. We were excited to stay at the resort because we have heard what a beautiful place it is. Our expectations were high considering its costs $300/night to stay here. We checked in and went to our cottage...this is where the problems began.
The Cottage / Sleepless night:
We were happy that this resort had some pet friendly rooms which we booked. The cost is $25 per pet / per night which seems very high but whatever, we were just happy to have our dog with us. The problem with the cottages is they are set up to have 4 separate rooms, 2 on the bottom and 2 on top. The walls and ceiling are very thin and you can easily hear people talking next door and hear every foot step that is made from the upstairs room. Every time the people upstairs would walk around or move chairs our dog would get startled and bark. Well needless to say that we had NO sleep on Saturday night! The people upstairs were constantly walking around at all hours of the night and furthermore they would walk down the stairs to let their dog out to go pee and the common door would slam every time. I have to say that I in no way blame the people who were upstairs because they paid for their room and deserved to walk around whenever...the problem is the cottages! they have absolutely no sound proofing and because of this you hear absolutely everything. My fiancé wanted to call the front desk at 2am to complain, but I told her not to bother because it was pouring rain and what possibly could they do for us except move us to another cottage or ask the people upstairs to be quiet. We would of felt uncomfortable if resort staff asked the people upstairs to keep quiet and we definitely didn't want to move at 2am in the pouring rain.
The next morning when checking out we asked to speak with a manager. A lady by the name of Jenny (food & beverage manager) came and spoke with us about our concerns / complaints in private away from the checkout desk. She said that she needed to speak with someone else but would be right back. She came back and asked us if we called the front desk to complain about the noise from upstairs and I said that my fiancé wanted to but I told her not too because at 2am with it pouring rain what were they going to do for us...after some more discussion we started to get the feeling that the resort wasting going to do much for us in the way of a discount on the room. We decided to have breakfast which was good and they picked up the tab which was very appreciated. We were told that after we were done breakfast that we could go back to the front desk and speak with Christine the front desk manager about our concern. We talked with Christine and she basically asked us the same question that we were asked before which was "Did you call to complain last night" we again said we were going to but decided not to as we would discuss our concerns upon check out. Christine’s reply was well there is nothing we can do if you didn’t call to complain because you didn’t give the resort staff an opportunity to remedy the situation. We asked Christine "what would you have done for us at 2am in the pouring rain"? She said they would of a) moved us to a different cottage or b) went upstairs and asked the people up there to be quiet. We said that was ridiculous because a) we did not want to be moved at 2am in the pouring rain with a dog and b) like hell we want staff to ask the people upstairs to be quiet simply for walking to the bathroom or taking their dog out to pee. Like I said before they also paid $300 + dollars to spend the night and didn't deserve to be asked to keep quiet when they weren't doing anything wrong. After all of this, we still had a meeting with Tyler the wedding coordinator scheduled at 11am. We were told that they would not discount the room and that the only thing they would do is refund the $25 pet fee... we took the refund and promptly cancelled our meeting with the wedding coordinator...their loss, we had wedding date booked and money for deposits with us.
Our take on this resort:
This place is in need of some major updating, the rooms in the cottages are dirty, dusty and all need some sort of an overhaul. The location of the resort is amazing, very beautiful and lots of history in the area. We felt that there is absolutely no value for the money here. If you want to see Emerald Lake just make it a day trip but do not stay at this overpriced, outdated and run down resort. Our recommendation, for the kind of money this place charges per night you are far better off staying at Cathedral Mountain Lodge.
If you have dogs stay in the up stairs rooms. If you stay on the main level you will hear every foot...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
June 14, 2013
Thank you for your feedback on your recent stay at Emerald Lake Lodge. We do apologize that you encountered issues during your stay. As the front desk mentioned, we do encourage guests to speak with us at anytime during there stay, so we can do our best to rectify the situation right away. I do understand it was the middle of the night, but the front desk is available at all hours of the day/night for these reasons, so we could have at least made a note on your reservation and knew upon check-out that you had an issue during the night. If we are not aware of issues, we can't fix them. We regret that you will not be moving forward with hosting your wedding here, but we wish you the best of luck with your upcoming wedding.
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Emerald Lake Lodge
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.