We just spent the week end at Kern Lodge with another family (two nights).
Today, I logged into my bank account only to notice an additional unauthorized charge from Kern Lodge for $110. Wow, that must be an error I am thinking, so I call and this is when it became really unpleasant (and odd).
So let me back-track a bit.
We checked in at around 9pm on Friday night. Despite the fact I had specifically requested a quiet room, we were assigned to a room adjacent to a noisy restaurant patio (#204). I kindly mentioned that this wasn't going to work for us because, after all, we had asked for a quiet room and were here to sleep.
The young blond front desk lady that checked us in already (and surprisingly) sounded annoyed and overwhelmed by such request. She called her manager and quickly offered us an upgrade to a larger room for only $10/night which we gladly accepted (#304).
The room was huge but not properly cleaned and smelled; it had obviously not been rented in a while. The floors were very dusty and walking barefoot caused us to have black soles. But we didn’t mind nor mentioned it, since it was an upgrade after all.
The next day, nobody came to make the beds and clean our room. I inquired around 12pm and was told that they were understaffed but would come later, but none ever came. A bit strange, I thought, but oh well, it wasn't a huge deal since it was a short stay. (By the way, they never came to clean our friend's room either: Maid service optional?)
During our stay, our son, who is only two-year old, had an accident while sleeping in one of the beds, but we didn't feel the need to mention it because, after all, sheets would be cleaned at high-temp and this wasn't serious.
Well, sounds like it was: when I called to inquire about the $110 charge, the same young blonde lady rudely told me that one of our kid made a 'huge mess' and we hadn’t let them know and that we were so incredibly rude and complaining about everything (!!?) therefore they charged us for incidentals. OMG! I still cannot believe it. This has never happened to me and I am well-travelled. Can't a child have an accident but moreover, can't a decent washing machine with laundry detergent clean sheets? A new pair of their cheap white sheets wouldn’t even cost $40!
I am disputing the charge and I am left with sharing (venting) my story on social networks. But hey, it's at least that’s something!
I sincerely wish good luck to families that plan on coming to Kern Lodge with their children. Word of advice: Don’t stay there!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
To Future Guests: I have always believed that the Guest is always right. However there are certain circumstances where the guest is not right. This is one of those cases.
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There is a complete other side to this reviewer. First of all, the guest complained about room 204 so we upgraded for a nominal fee of $10 per night (part of the additional $110 she is talking about and said she knew nothing about) and the room was a $300 per night room that was freshly cleaned for them. My first introduction to the family was to find their two kids kicking my locked chemical room door at the pool -- I yelled at the kids to stop and the parents glanced over and told the kids not to do that... No apology to me even though the kids had kicked the door off the track. Easy repair, but still... Concerning the Maid Service: My maid, Rose, told me that she had gone to their room to do the make up at noon and was told that the woman's son was sleeping and to come back after 1. Rose showed up at 1:30 and the woman said her son was still sleeping and to come back later. Rose explained that she was her last room before leaving for the day. The woman snipped back that she didn't need anything then. Rose left. Rose also informed me that 113, their friends, had a DND on their door. (We keep a track of Maid Service on each room and all the Do Not Disturbs on a sheet for situations just like these. All of the above information about room 302 and 113 were well documented before Rose left for the day.) Then I got a call early in the evening from another guest that said there were two kids kicking the oversized chess and checker pieces all over the lower property. I was with another guest at the time, so I was unable to go down immediately, but I brought it up on the video monitor later and sure enough, it was the same two kids who had kicked my chemical room door off the tracks. I was pretty upset but decided to let the incident go and to just put the guest on the do not allow list. But then we went to their room at check out. On the floor in the living room was a pile of two sheets and one blanket. There was feces smeared all over them. This was not an accident. These sheets and blanket (which are from American Hotel Luxury Collection) were used to wipe up a major fecal mess and there was no warning from the guest to my maid, who incidentally just went to the pile and scooped them up to her arms to carry to the cart when she realized that she was holding fecal matter against herself. I did not clean the sheets and blanket because they were so very soiled, but rather threw them away. I would not want to sleep on sheets soiled this way, nor would I want a guest to sleep on them. No matter how hot the wash water is!
I try very hard to please all my guests, but sometimes there are certain people that you cannot please and who let their kids run wild and damage other peoples property. I put the reviewer and her family into this category. Sue Wiruth, Owner
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.