I stayed here with my family just after the new year for 2 nights and while we enjoyed the resort and our cottage was relatively well equipped but the staff seems very unaware of policies and procedures. There is just very little info available and I found we had to hunt down information which was time consuming and often conflicting. First, our check- in package referred to the in room information binder which was non existent. We an employee when the hill closed and he told us midnight - five minutes later we learned it was really 4pm.
We had a one bedroom cottage with a pull out sleeper sofa. The master bedroom did not have a tv as indicated at the time of reserving (another ill informed staffer) but the little kitchen with the apartment sized appliances was fine for our family of four for a couple of days. The cleaning people could spend a bit more time cleaning - we found the last family's boxer shorts in the laundry room and som Goldfish crackers in the couch. They advertise that you have access to the fitness room at the hotel but your cottage key won't access it and when I enquired at the front desk of the hotel I was told that it was for hotel guests only and that they would "allow" me access even though I wasn't staying there.
I had both kids in ski school - my 8 year old skiied but I found the instruction wasn't great - kind of a glorified daycare with some skiing but alot of hot chocolate breaks and maybe not enough instructors for the number of children at the time because it was either the big hill or the little practise ditch it seemed. My 11 year old snowboarded for the first time and that was a hit. The instructors there were kind, patient and attentive. My son isn't easy to convince to try new things and these guys were awesome - Derek and Ian in particular spent a lot of time and effort with my son and as a result he can't wait to snowboard again.
Would I stay again? Yes, now that I have a better understanding of how the resort works. I think that as the resort grows and settles into the ski season things will improve. Tips for newbies? As others have said - get some groceries before you go if you plan to cook (there is a store that is fairly well equipped but pricey to do everything), use the shuttles if you are not in the hotels - we had to figure these out on our own as well but found them accessible and timely - a godsend because parking is a nightmare. The waterpark is much better than the Great Escape in Lake George and was not terribly crowded in the evening. All in all, good value for the experience, the lift tickets, water park etc are all included as promised so no surprises - just not the best first impression I have had.
Ask all your questions when booking - I was shocked that there was no tv in the downstairs master be...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 24, 2013
Thanks for your feedback luvtravelling_13 . We've made a few additions/modifications since your stay and are in the process of completing a few others (including a new round of info books in all of the cottages) which was underway during your stay but, unfortunately, not completed. Given how new these units are, we missed a few of the smaller details and believe we have covered off on them at this point. Sounds like some of the newness has worn off on our staff's ability to accurately communicate details as well. Fitness Center access is included in Tram Haus Lodge and Hotel Jay packages only and there is a small fee for other on-property guests to use it. I will pass on your thoughts, good and bad, to the various department managers so they can be addressed and improved.
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Thanks again for your feedback
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.