Stayed at Kohl's twice in the past year, both in late October. They have a beautiful stone fireplace in the small lobby. I was told both times by the front desk staff they would not start a fire because it was not cold enough. I thought that was crazy since October night's in Payson can get down to the low 30's. Not to mention the fireplace at ANY lodge you visit is the main focus point, and they really should have a fire going the vast majority of time just to set the tone when guests walk through the door.
The basic rooms in the main buidling are large but need major updating. The twin beds are old, lumpy, and extremely uncomfortable. Bathrooms are small and so small its hard to close the door when sitting on the toliet. The heater was blowing cold air during the night preventing me from sleeping, and as a result I woke up early in the morning and went to the lobby to work on my computer. At one point, the front desk agent went out the back door near where I was sitting and propped the door and went outside. The cold draft came through and I waved over to them through the window and asked the staff member if they could close the door. Apparently, this person went outside to have a cigarette, and they replied they had to have the door open so they can hear the phone. NOT WHAT I CALL THE BEST CUSTOMER SERVICE; so that didn't go over to well with me and the staff member and I had an exchange of words.
I brought all of these issues to the front desk agent when I checked out, and although nice,
she wasn't willing to try to resolve any issues. She did mention that Diamond Resorts was taking over the management and had plans to redo the beds and that if I had asked the front desk agents will usually turn on the fireplace: which was not true in both my cases, because I did ask. I was gaven the general managers card, Vivan, who I called.
From speaking to Vivan, I can see how the lack of customer service skills had filtered down to her front office staff. She was not rude but did not show any concern or interest with wat I had to say, and just seemed like she just did not have the skills to properly handle these situation. She replied that, we try to accommodate our guests when they bring issues to us during their stay and not after. Gee, I thought that's what I was doing when I asked if they could start a fire or close the back door. Am I suppose to get up and at 3am in the morning and ask to be changed over to another room due to a cheap old bed and a broken heater!
Vivan, informed me the new management company. Diamond Resorts has no current plans to update the beds, and from what I have read on the net has many complaints with the timeshare programs as well as with the previous management company iLX Resorts: who apparently went bankrupt.
The point is for the money, (Around $140) its just not worth it.
The sad thing is, there just aren't many choices in the Payson area with a resort like, country setting.
Good note: the waitress in the restrauant was friendly and the food good, and the horse trail ride staff and expericnce was nice.
- Official Description (provided by the hotel):
- When you first arrive at Kohl's Ranch Lodge in Payson, Arizona you will be sure you have truly cornered a little piece of paradise. The location is what creates this setting, which borders on perfection. Kohl's Ranch Lodge is at the base of the Mogollon Rim and on the banks of Tonto Creek. All of this comes together in the largest Ponderosa Pine Forest in the world. This stunning, off the beaten path section of Arizona's back country was made most famous by author Zane Grey, who stirred up vivid imagery of a striking land throughout his tales of the Old West. Not to mention, the people here are known for their historically famous, western hospitality. You will revel in the casual and friendly atmosphere that makes each stay here an inviting experience that leaves visitors wanting to come back for more. ... more less
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- Also Known As:
- Kohl`s Ranch Hotel Payson
- Kohls Hotel Payson
- Kohls Ranch Lodge
- Kohls Ranch Az