I do not normally write reviews but had to share the horrible and traumatic experience I had at the Jackson Gore Inn. We have been skiing at Okemo for years and have never stayed at the Jackson Gore inn, but decided to try it because of the convenient location and thought it would be relatively quiet after the holidays. We arrived on my son's birthday to share his favorite thing to do on his birthday and the staff ruined his day. We arrived early and was told that our room would not be ready until 5 pm, and we were happy to go ski and hang out with our three young kids until 5.
After waiting on line for 30 minutes, it was after 5 and the rude front desk staff told us, very unapologetically that our room was not ready yet and that we had to wait until 5:30. My husband left me with our 2 year old to go and unload our bags at the Adams house, thinking he was being time efficient so we could get dinner ready for our birthday boy when the room was ready. At 5:30, Dianne at the front desk told me that she never said 5:30 and that it may be 6 or even later. Meanwhile, many others were being told the same thing and there were many irate guests who were yelling at them. I told her that my phone battery ran out and that my daughter soiled her diaper and she would not even let me use the phone to call my husband and I was trapped there with my daughter and no diaper change. My husband spoke to the housekeeping staff and after I borrowed another guest's phone and managed to contact him, he told me that if I could get our room number the housekeepers would do our room next so we can get in ASAP. Dianne would not tell me the room number and did not even communicate with the housekeeping staff. Had she talked to them she would have known there were 7 more rooms to clean, and each room would take 30 minutes to clean meaning that we would not get into our room until after 7! Had she just communicated and told me that we should go eat dinner elsewhere, it would not have been ideal but we would have been able to salvage our son's birthday. Since I was trapped at the front desk with my daughter and no diaper change I was able to observe many guests upset and yelling at the staff. Children were running around the lobby, and people were eating off the floors, and the place was filthy, and the staff were rude and unhelpful.
We finally had to leave and find another place late in the evening with our three young children in tow. When I called the general manager the next day Charlie Dickerman, he was completely unhelpful and unsympathetic and completely unapologetic. No wonder the hotel is so poorly managed. It starts at the top. It would have cost them nothing to prioritize the room cleaning for the guests who had been waiting all day and it is unacceptable to not have rooms ready after 6 pm on check in day! The staff needs to be re-trained to properly run a hotel and needs training in customer service! This is completely unacceptable. We have stayed at many ski resorts and I have never seen such a poorly run, family-unfriendly, dirty place with the rudest staff and management. Stay away!
- Official Description (provided by the hotel):
- The Jackson Gore Village includes a variety of beautiful, classic and luxurious residences. In addition to the original Jackson Gore Inn, the adjacent Adams House and Bixby House offer larger, more spacious units with the newest furnishings in an ideal setting. Options include standard and executive rooms, studios, one and two-bedroom suites (some with lofts), up to 3-bedroom penthouses. Most units have a jetted tub and all have entertainment centers. ... more less
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- Also Known As:
- Jackson Gore Hotel Ludlow