I am writing you to tell you of my recent experience at The Sagamore in Bolton Landing, New York. I stayed at your lodge with my family and my brother’s family from August 13 through August 17, 2007.
The trouble began the night that I arrived on August 13. My older daughter noticed that the air conditioning did not work. I immediately called the front desk and they sent a maintenance person to my room. The maintenance person left a note explaining that she was able to scrounge up a single portable unit and assured me that they would come in the morning to fix the problem as outside temperatures were running in the nineties.
The next morning we left for the day’s activities, my brother’s family was staying in an adjacent room. When I returned that evening the air conditioning was not repaired. I saw no evidence that any repair had even been attempted. I called the front desk to ask for a different room. They assured me that engineering was handling the situation and told me that no rooms were available.
Realize that there were several problems with this temporary situation. To begin with, the unit made an unbearable noise, making sleeping extremely difficult. Because the door wall remained open for the hot air to vent, I never felt secure in my room, but more important to my younger daughter, the room would fill with insects. Finally, as the air conditioner continued to run, condensation resulted in a significant pool of water on the living room floor.
The following morning (August 15) came with very little sleep. My brother and I awoke early and traveled to see the horse racing at Saratoga. After a long day I returned and again saw no repairs and no evidence that repairs had been attempted. This was simply unacceptable and so I called the front desk once again. I demanded to speak with the manager, but he apparently only works from 9 AM to 5 PM. I told her that the manager should come to my room to see it first hand.
The morning of the fourth day came and I was beginning to unravel. I had come to The Sagamore for rest and relaxation. I am a busy surgeon and am able to take just one vacation a year with my family. I chose the picturesque surroundings of Lake George despite the extremely pricey room rates. Unfortunately, I was unable to enjoy the view and was afforded neither rest nor relaxation.
We left once again for the days’ activities. Mind you that I am not interested in cancelling my plans to wait to speak with a manager and would have expected the situation to have been corrected on the first night. When I returned that night, again the situation was unchanged. The temporary air conditioner was still rattling with no evidence of repairs. I noticed that the manager had left a voice message to say that although he did not visit my room, he had taken the cost of my spa services off of my bill. It is apparently not the policy of The Sagamore’s manager to tour guests’ rooms. While I can appreciate this paltry gesture, I was more interested in getting a good night’s sleep than a minor bill adjustment.
The final night was possibly the worse night of all. I awoke at 5 AM to the rattling unit. I tried to fall back asleep, but to no avail. I left a return message for the manager explaining the appalling conditions and then read in my room until the gym opened at 6 AM. Upon returning, I showered and packed my belongings. A significant puddle had formed on the floor around the air conditioning unit and I slipped on the wet carpet while trying to pack. We left for breakfast, but upon returning to the room for final check out, there was no additional message from the manager. I called the manager again, now during his stated hours, but he was unavailable.
I left The Sagamore that morning. I was told that the room rates are extremely high because it is horse racing season at Saratoga and therefore it is the most desirable time to be at Lake George. I do not understand why there would be additional charges for more than two guests in each suite, as the pull-out couch hardly represents luxurious accommodations, but I suppose it allows the owners to charge the additional guests for use of their purported extensive facilities.
Having stayed at several nice hotels in the past, I would have expected that had engineering been unwilling or unable to bring my room to a commensurate level of functioning, an immediate call would be placed to the management. I would have expected that had appropriate accommodations not been available that the management would have made the situation a top priority. The fact that I needed to make a second call for a repair is absolutely absurd. But what I found abhorrent about my stay was not the price or poor value, but the arrogance and self serving nature of all of your personnel. It was apparent that there was complete disregard for the comfort of my family.
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- Also Known As:
- The Sagamore Hotel Bolton Landing
- Sagamore Hotel Bolton Landing
- Sagamore Bolton Landing
- The Sagamore Lake George, NY - Bolton Landing