We just returned from a short stay at the Lodge during the week of June 23. The GOOD: If you value great outdoor settings, this is the place. The grounds are very spacious and very nicely appointed - little oasis in the middle of Los Gatos. Also, it is one of the few hotels in the area to accept pets, albeit at a daily cost. It is party central if that appeals to you...with lots of activities like Happy Hour, weddings, and a pool. It sports an old fashioned bar/grill so food is readily available on site. So if you want to be centrally located in Los Gatos at a relatively inexpensive room rate - around $110, this is the place. The BAD: Be forewarned that the rooms are old, soiled, dated, smelly and TINY! Also, it appears that many of the rooms are rented out for long term residents. If you seek peace and tranquility, weekends and the weddings may be off-putting. A slightly better than continental breakfast is included in the room rate, but served only until 9:00 am on weekdays and doesn't start until 8:00 on weekends...not very convenient for vacationers. The UGLY: We had a confirmed reservation and checked in around 3:00 to find that while the room appeared to be cleaned, the beds were not changed. We deposited the suitcases in the room and were assured that the beds would be changed by the time we returned at 8:00 pm. Room at 8:00 looked exactly as it had at 3:00. We asked for another room since we were informed that the cleaning staff was off duty, moved everything - only to find out that the bathroom had been used in this room, with seat up, toilet paper askew, soap used and towels on counter. So onto the third room, which, while not great, appeared to have been serviced (at least I had hoped it was). With two rooms not completely serviced, I had doubts about the quality of the cleaning. The final room had two queen beds, with the air conditioner positioned on the wall, at the head of one of the beds. We were unable to reposition the air flow because all the louvers were broken...so cold frigid air blew constantly on my head. With the room so tiny, there was no way to avoid the artic breeze freeze. We improvised with duct tape (never travel without it) and a towel to help divert the air. Did I mention that the temperature outside was running nearly 100 degrees so air conditioning was absolutely necessary. Also, while equipped with room darkening drapes, there is a large frosted window with no covering just above the "vanity" so that the outside lights shine in all night and the first light of dawn fills the room. So much for sleeping in! One night we ordered room service. While the sandwiches were good and reasonably priced, it took over an hour and half to get them, when we were told it would be around 20-25 minutes. When it arrived, part of the order was missing as well. There is a $4:00 service charge for delivery. The worst part...the tray with leftover food and utensils, which is normally picked up by the cleaning staff, was still there the next evening...even after I set it on the bed the next day so that it would be easily seen by the cleaning staff. It took two phone calls and three hours before someone came to retrieve it. Also, to our dismay, the cleaning staff failed to replenish the plastic cups one day. We didn't notice until we were getting ready for bed at midnight and trying to take our nightly meds with cupped hands full of water! So that's my story. Shame on me for not reviewing the hotel on Trip Advisor and good on you for reading Trip Advisor so you can make an informed choice. My recommendation to management - you might want to spend less time responding to the Trip Advisor comments and more time looking after the facilities. I strongly suggest instituting a quality assurance program for the cleaning staff including extensive and repeated training. Someone needs to check the rooms after they are "cleaned." Also, a little bit of training to the front office staff might avert a lot of issues, such as the room service debacle. Having just reread my comments, I am thinking twice about ever trying the Lodge again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for voicing your concerns, shiloh36. We believe responding to our customer reviews is just as important as looking after our property. It allows us to review and evaluate the feedback we're receiving from our guests, which helps us know how to move forward. I'm sad to hear you find it to be unnecessary.
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I'm sorry your stay with us was so disappointing. Your room should have been thoroughly cleaned before your arrival, I'm not sure why this wasn't the case. Rest assured, I'm doing everything possible to get to the bottom of this and to ensure we're always prepared for our guests in the future. Although, we do get busier in the summer, it's no excuse for such poor maid service. I appreciate you bringing this to my attention.
I hope you'll consider giving us another try in the future. As you mentioned, our grounds make for a beautiful and relaxing setting in the middle of Los Gatos.
Cecilio Reyes, General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.