I write this review after contacting (via email on February 7, 2013), and not receiving any acknowledgment from Chris Pulito or Linda Cook of The Whiteface Lodge until February 15, 2013, when I stated I would be submitting my experience to Tripadvisor.com. I then received a weak apology from Mr. Pulito that he is trying to have a chance to look into everything and speak to the involved parties. I provided my husband's number on February 15, 2013, and, to date, have not heard from Mr. Pulito, or any other representative at The Whiteface Lodge which I find completely disgraceful.
My family and I have become accustomed to the pampering The White Face Lodge bestows upon their guests which is the reason for our numerous return visits. Unfortunately, we were disappointed to see many of these luxuries have disappeared at the time of our January 22-25, 2013 visit in two suites. There were many trifling annoyances but the most unpleasant was the unprofessional and offensive behavior of their employee, Kelly, which most definitely spoiled our visit. After confirming our late checkout of 2pm on at least three separate occasions, on the date of our departure we were contacted by the cleaning staff twice, once at noon, another at 1, despite the "privacy" sign on our door, as well as being called and hung up upon, at 1:30. Immediately after this hang-up, we received a visit at our room from a very irritated Kelly who was extremely curt and confrontational telling me it was "highly unlikely" that I received confirmation of a 2 pm checkout from the front desk. My husband, who had been loading our luggage into our vehicle while I was bundling up our toddlers for the record low temps, went to speak with Kelly after hearing her unprofessional and accusatory behavior. It was then realized that the front desk had checked both suites out prematurely and Kelly apologized for the "confusion." She also decided she was going to apologize for her behavior to me as I was leaving the hotel with my toddlers both tired from the constant interruptions in their naps. I explained to Kelly that her choice in words was akin to calling me a liar. Kelly then proclaimed from the "bottom of her heart" how sorry she was and wanted us to return to the hotel and this experience should not taint our opinion of the hotel. At this point her repeated apologies and groveling was an embarrassment and such a strong contrast from her curt and condescending manner when she confronted me at our suite. Ironically, Kelly had just reissued our room cards between 12:30 and 1pm that day as they had been deactivated due to the error at the front desk (prior to her display at our doorway at 1:40).
I cannot emphasize enough how extremely unprofessional Kelly was. She treated me as if I were a squatter in our hotel room refusing to leave. It was made very clear to us there was a wedding occurring at the Lodge over the weekend and all the rooms were booked. However, I don’t believe any guest should be treated with any less significance or courtesy.
To name a few of the disappointments from our recent visit:
--no doorman to assist in opening the doors as I carried out two toddlers, diaper bags etc in record low temperatures
--an exercise class takes over the pool until 9:30 two days during the week. Those participating in the class were not guests of the Lodge, yet they were very apologetic, while no one from your staff apologized for our inconvenience.
--The mere fact that the cleaning cart was left in the hall during our entire stay was unsightly as well as annoying
-- popcorn kernels found on the floor by our toddler, disgusting not to mention a choking hazard
--bathroom tissue was not replenished even when empty rolls were evident
--We had invited guests to stay in room 215, and upon arrival found their microwave had not been cleaned nor did they have bath slippers.
My suggestion would be anyone who has stayed previously at the luxurious White Face Lodge should be prepared for a disappointment. Since this new management has taken over, their accommodations are not any better than the run of the mill chain hotels.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
We at the Whiteface Lodge appreciate the feedback of this guest. We are well aware of who this guest is and also did make efforts to try and execute a service recovery.
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Unfortunately there were small issues during their stay that we do regularly do everything we can to avoid guests having to experience. We are very proud of the caring service and genuine hospitality that is provided here at the lodge. We sincerely apologize for the difficulty in coordinating communication with this guest and the issues that occurred during their stay!
The fact is I feel it important to point out that we will not encourage or support personal attacks made publically by a past guest’s towards any of our team members. The hardworking, dedicated staff and management of this resort are not accurately depicted in the review above, while we do claim to be perfect we find this post unfair. Each and every member of our team is professional and works hard to make every experience special! On the rare occasion that a service glitch occurs we do every we can, in a timely manner, to make up for that.
I ask simply that if you are reading this review you consider the entire body of work by our World Class Property and base your impression of our resort on that and not an individual posting.
General Manager of Whiteface Lodge
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.