We recently booked a room here for a relaxing special occasion night away with my husband but unfortunately, we had several incidents during our stay.
Upon checking in, we were unable to get hot water in the room. My husband went to the office and was told that they would relight the pilot and call for maintenance to come take a look for us. At least an hour passed without any hot water and no maintenance person showed so I went to speak with her.
I informed her that we still had no hot water and no maintenance person came to our room. She mentioned that the maintenance person lived about 20 minutes away and although she called him to ask about the hot water, she did not actually ask him to come to the lodge to address the problem. While, heading back to the room I overheard the people staying in the room across the hall from us mention that they were also having problems not getting hot water.
We waiting approx. another ½ hour and the water finally become hot; We I returned to the office once again to let her know we now had hot water, she had her purse and was headed out the door for the evening. This was about 6 pm.
Had I not got there that very moment, there would not have been anyone to address our issues, although your website claims to have a manager on site 24 hrs. and “The Front Desk and switchboard are open from 8 a.m. to 8 p.m., Sunday - Thursday and 8 a.m. to 10 p.m., Friday & Saturday. For after hours emergencies visit the Manager's unit on the ground floor garden area”. Hotels.com also shows 24 hr. front desk.
After sitting in the Jacuzzi tub for a while we got out and took a shower, uncertainly when we got out and I grabbed for a towel and unfolded it, it was filthy, stained and after checking the rest of the towels in bathroom we realized they all were dirty, they appeared to not have been washed at all. I looked up over the shower curtain and noticed a pair of child’s swim trunks which leads me to believe the maids may never have even cleaned to bathroom or they would have placed clean towels in the room and removed the previous guests clothes that where left behind. This is an extremely unhealthy way to run a lodge as you put your guests at risk and I called the health department and they advised that the items did indeed seem to not have been washed.
After the shower, we turn down the comforter to find the sheets had hair and small eyelashes on the pillows and on the flat sheet, again appearing to not have been washed. Since, no one was at the front desk, and no maids to provide clean linen or towels, we had to call Hotels.com to advise on what to do since we could not sleep in that bed and had no clean towels, no maids to come change them and no front desk to help.
Hotels.com then contacted Elizabeth who finally came to our room and offered us to re-pack and move all our food, clothes, etc. to room 12. She left me the key and went home. I told her we would look at the room and if it where clean and we felt comfortable sleeping there we would, but after walking in and seeing hair in the bathroom sink and the sheets seemed no cleaner we felt no choice but to pack and make the 2 hr. trip home.
Do yourself a favor and stay next door at the Frontier, it is clean, helpful staff who actually appreciate your business and they also have a jetted tub in the room with fireplace.
Don't stay here, that's the only tip I have. Don't let the photos online fool you, this...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Shortly after checked-in guest complained that hot water wasn’t working in her spa room. Maintenance was sent to the room and assured me everything was in order. Upon leaving my shift I felt guest was satisfied and comfortable in her room. If we felt guest was unhappy in any way we would have offered to move her, get her fresh towels, and/ or offered to re-clean the room. Our office closes at 8:00pm on midweek and 10:00pm on the weekends. We do have 24 hour on call service, and as manager I am called if there is a situation. I live less the 2 miles from the hotel and response time to an emergency is comparable to if I lived on site. I was called to this situation and responded immediately. I offered to move guest to a different room. I even showed guest a different room and she seemed satisfied. I would have never left the situation knowing a guest was unhappy. Guest did complain to the Better Business Bureau and the case was closed in our favor. We are sad that guest did not enjoy her time here. We offered a free night stay to compensate guest for her troubles.
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