I usually don't write reviews but the degree to which i am frustrated with how i was treated by this place certainly called for a warning to others. First off i would like to point out that i have not stayed at this place, We would have liked to, had our reservation not been canceled due to "unreasonable needs"... which were simply to have the blankets washed. So here goes the story, let it serve as a warning to anyone expecting to be treated in a kind and respectful manner:
My significant other and I were planning a simple weekend away at catamount for snowboarding. I should point out that this would have been our first vacation just the two of us. We got a great deal on the lift tickets and the only other factor was lodging. After a short search silvanus lodge came up. It seemed the perfect place to go with a great website. Everything i read led me to believe that the folks there were warm and welcoming, although the stories of the "troublesome" customers kind of stayed in the back of my mind. It seemed funny that they would make such an effort to justify their actions and place all the blame on the customer. Usually I would expect that negative experiences are soon forgotten but this place pins them up for all to see. I'm not quite sure where they were going with these stories; making the past customers, who were not completely satisfied, out to be an you-know-what. Never the less it was not a deal breaker, although the writing was on the wall. We decided to go all out, and book the best room for two nights. At the bottom part of the checkout, the lodge even asks if you have any special requests. We decided to exercise this option with three requests. Since we enjoy cooking, and the room had a kitchen, but the contents of the kitchen were not listed, we asked for a list of utensils so we would know what else to bring. We assumed the lodge would already have this on hand. The second request was meant as more of a joke, and was phrased as such. We asked for the "awesome cow chair", the one seen in the pictures. We expected this request not to be filled and it was meant as more of a shout out to the interesting decor found in the pictures. The last request, apparently a deal breaker, was that all the bedding and blankets be washed / changed. Unreasonable? you decide. In my opinion if i am spending $300 for a nice weekend with my sweetheart i would at least like the bed to be clean. I had heard that health regulations with this sort of thing are a bit lax but that a simple request would ensure that everything is fresh. Phew, a load off my mind that everything is good and sorted out. Two days later I received an email essentially stating that we need to talk so that they could "provide a comfortable stay based on our needs". Okay? not sure why we need to talk but whatever, A call isn't so bad. The first few tries, in spite of numerous calls throughout the business hours of the day, there was no response. Day two. They decided to come into work and actually answer the phone.
So we talk:
me: "Do you guys change the mattress pads?"
them: "...what are mattress pads??"
... ok guess not.. lets try this again
me: "Do you wash the blankets and quilts?..
them: "No because if we did it would cost the guest an extra $30 to $40 a night."
me: "But i only need them changed once, before our stay."
them: "Well since we cant meet you needs we will cancel the reservation for you."
Truthfully i'm not sure what was so unreasonable about clean blankets. Even if it would have cost $30. I was surprised they would have given up a weekend stay for that measly amount. The option was never even given to us to pay an extra $30-40 for the "luxury" of clean bedding, if the money was so important to them. Given the degree to which our request was not only ignored, but rudely, and our reservation quickly canceled, I do not expect that had we been there the experience would have been at all pleasurable. For a place whose catchphrase is "lodging for the individual thinker", i find it oddly unsettling that all but the cookie-cutter, non-special request guests are welcomed. So there you go. Don't ask for anything and just enjoy the stay however THEY want you to. This is just the facts of what happened. I'm sure a response will be posted to this making it somehow my fault or justifying their response. Maybe even an apology and an excuse about having a bad day or something or other. I tried to include every last detail of this short encounter so that you can come to your own conclusions.
- Official Description (provided by the hotel):
- Edgy - yet friendly lodging, imaginative, wonderful country experience - peaceful and great for the happy adventurer. ... more less
- Also Known As:
- Silvanus Hotel Hillsdale
- Silvanus Motel Hillsdale