My family stayed here on July 4, 2012 while visiting Glacier National Park and stayed in their Loft Unit with 1 King Bed and 2 twin beds, booking this online and selecting the Bed and Breakfast Package through the Glacier Park, Inc. website. Here's what we experience:
THE GOOD: The Loft unit was really nice, clean and spacious, and it didn't looked dated to me at all...I think it is one of their remodeled unit. It is great for a family stay and I can't emphasize the spaciousness of the unit. It was quite warm in the loft even with the air conditioner on below, but the fan helped tremendously. I highly recommend these rooms! I also was pleased with the food at the restaurant, having a salad ($9) for dinner and the egg benedict ($12) for breakfast. I really thought the cook did a good job, although my mom wasn't as pleased with her choice of omelette, which really was very bland. The price was very average for the area, so I didn't think it was expensive at all. The service at breakfast was also very good.
THE BAD: Service was inconsistent at best. Our first negative experience was trying to contact the front desk after being lost in the golf course neighborhood while trying to follow directions from our GPS. The phone rang a long time and no one answered. I called several times before it was finally answered to get directions. The person mentioned that yeah, I'm not the first person to get lost in the golf course using a GPS and did give us directions to the lodge. I wish the website and/or the reservation staff mention NOT to trust the GPS and instead follow directions given instead!!!
Our second negative experience was in checking in. We waited about 10-15 minutes although there was only 2 parties ahead of us and there were 2 check-in staff (neither of whom were very friendly and didn't smile at all). It seems there was a complicated party ahead and one of the clerk seems to be inexperienced and had to redo many steps. When we did check-in, I was given a $25 credit voucher for use in the restaurant for breakfast. I was confused about that since I mentioned that we had a party of 3 and didn't understand how that would be enough for all of us. The clerk insisted that we would have left-over with this amount. More about this later.
My third negative impression is with the lack of maintenance of certain areas. The coffee table in the loft unit was very wobbly and seems ready to fall apart on your feet (it would have been paintful). I went out the side door near our unit to view the fireworks outside, but couldn't get back afterward because I found out that the battery was low in the door and couldn't read any card key. You had to walk back to the middle to get back inside. Even after pointing this out to the staff that night, it still was NOT fixed the next day when we were trying to load up our car. We also notice a rather large water leak running down the side of the hotel (like a little waterfall) outside the window while we were having breakfast. The hotel also appear to be painting certain doors, but supplies were left on the stairwell and guests had to walk around them.
THE UGLY: When I tried to get room service for dinner, no one answered and instead I keep going to voicemail). After calling 3 times, I finally walked down to the restaurant and tried to order. I was told that it was the host responsibility and he should be back "soon". After waiting 5-10 minutes, I had to "beg" the waitress to take an order for me. She seemed upset that she had to help me and again, very reluctantly took the order from me. I order a salad since it was supposed to be quick, although the order did take 10-15 minutes. The host did finally showed up and did apologize and offered me 50% off for my meal, but that amounted to less than $5 for a lot of grief. I give him kudos for trying to provide customer service, but this shouldn't have happened in the first place.
I am most upset at the promotion for their bed and breakfast package which promises on the Glacier Park Inc. website "an ice cold glass of freshly squeezed orange juice or a steaming hot cup of Montana Coffee Trader coffee. Eggs Benedict, omelets, pancakes, french toast and much more, all cooked to perfection." My impression from this promotion was that this was a buffet and you'll get everything after ordering either OJ or coffee. Instead what you will get is a voucher for $25 for 2 or $12.50/person which won't cover anything unless you order only oatmeal and coffee or OJ. Why didn't the website mention that this package was just a voucher instead? As we booked for a party of 3 and was charged $37.50 for this package, the morning clerk did end up giving us another voucher for $12.50 to make up for the difference. As I selected to add the bed and breakfast package to my already booked unit, I was given any price break and was instead charged the full $37.50 and I won't have add this if it was explained to me that this was just a voucher.
My worst experience was when I cut my finger somewhat deeply while holding on a railing on the stairwell across what I thought was a nail sticking out on the inner edge of the railing. Again, I went to the front desk with my profusely bleeding finger and had to wait a little while for someone to show up. The check-in clerks were not there and a man instead came to the front desk. I think only when he saw how upset I was did he offer to give me a bandage and antispectic and finally call the maintenance man so I can show him where this was to take care of the matter as I kept mentioning that you don't want someone else to be hurt. After taking the maintenance man to the site, he pulled out what turned out to be a big sliver. He noticed that the door entrance was not working and that there were tools and supplies out that shouldn't be there. Unfortunately, he didn't take care of those as they were still there the next day. The cut took awhile to heal as it bleed everyday a little and it was an inconvience while trying to hike/tour Glacier.
OVERALL: This can be a 5 star accommodation and any stay could be also 5 star. But I'll say with the inconsistent service, this is a crap shot at best. This is 30 minutes from the west entrance of the park, so if you can, I would highly recommend staying closer if your purpose is just visiting Glacier National Park. But if you like to experience Whitefish, then this can potentially be a good place to stay. My rating of 2 stars is based on my negative experiences...if none of those happened, I would gladly have rated it 4-5 stars.
P.S.: I did receive an email from Ron, a VP at Glacier Parks, Inc. apologizing about my negative experience after reading my survey of my stay. He did offer a refund of 20% of our stay, so I have to say that GPI seems to be trying to make their customer happy. I really hope they do address those issues.
- Official Description (provided by the hotel):
- Our front doors welcome you to upscale comfort and an authentic Whitefish, Montana lodging experience. This fantastic location leads you to exciting year-round adventure. With 143 beautifully appointed guest rooms, fresh and exciting cuisine in Logan's Bar and Grill, an indoor pool, outdoor hot tubs, day spa, and a substantial list of services and amenities, Grouse Mountain Lodge is one of Montana’s finest lodge resorts. ... more less
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- Also Known As:
- Grouse Mountain Hotel Whitefish
- Grouse Mountain Resort
- Grouse Mountain Lodge Whitefish, Montana