We stayed in a clean, modern condo and were extremely happy until 3:30 a.m. on our first night. We were awakened by a fire alarm. We called the front desk, but the young man had no idea what was going on at the facility. He asked us if the noise was coming from our room. We told him it was an alarm and immediately left the building. Other guests were standing at their balconies, and we had to tell them to evacuate (there was smoke on the first floor), as no hotel representative was present. We ran to the front lobby and told the man behind the desk to call the fire department. He walked over to the building to look before he made the phone call. While all the guests were in the lobby waiting for the fire department, the young gentleman started telling guests that they could probably return to their rooms - we were horrified, and immediately jumped in to tell people to wait for the fire department.
The fire department came (this took over 90 minutes), and we were interviewed by the chief and the property manager. It ended up being a false alarm (kids broke in and sprayed the fire hydrant on the first floor). We finally were able to go back to our rooms a little after 5 a.m. that night. Early in the morning, the front desk called to say that the Assistant Manager wanted to speak with us, and we were to call her. We were told to expect a "slight" refund. We called at least six times over the course of the weekend, and no one returned our calls. To make matters worse, the fire alarm went off again the next night, and it was so noisy each additional night that we did not sleep the entire weekend.
Moreover, during our stay, we had to ask three times before our sheets were changed!!!
When we checked out, we FINALLY met the Assistant Manager. She immediately went on the defensive, and instead of thanking us for our help and apologizing about their lack of a plan. She said that she heard that the Villages did a wonderful job in responding to the incident. We did get a 50% refund on our first night, but I think the Villages could have done more. A simple and sincere apology would have been appreciated. Instead, we got a rehearsed answer with a predetermined outcome.
We have stayed at numerous ski resorts and "villages" in both British Columbia and Colorado. I would HIGHLY suggest renting a private condo for your stay or waiting until the Village at Mammoth works out the kinks in both their communication and fire alarms.
- Official Description (provided by the hotel):
- Start and end your day in the heart of Mammoth. The Village's luxurious condos are literally atop all the fun. Stay here to be at the center of town, where there's gondola access to the slopes and loads of dining and shopping options. Rated one of Conde Nast Traveler's Top 50 Ski Resort Properties. ... more less
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- Also Known As:
- The Village Hotel Mammoth Lakes