Sunshine J.
Yelp
Staff will call you up to 15 times to ask if you want to make reservations for dinner. This doesn't include at least 10 or more text messages regarding the same question.
Although, the text message indicates clearly if you wish to make reservation call this 800 number. However, if you do not provide a response to phone call or text with response, they'll call & text you again.
After finally answering the 5th call in under 24 hours on the day of our arrival, we answered & the woman stated, "Hi, we see you're staying with us this evening do you want to join us for dinner?"
I kept my demeanor professional, asked what was on the menu and then explained I have far too many food restrictions & would be unable to join. She almost didn't hear me clearly as she persisted with, "Are you sure?" I politely said yes & let her know I'd be checking in between 4:45 - 5 PM. She said great, "See you then."
A few minutes before 4 PM, prior to our arrival, I received a text message asking if I would be getting to the lodge soon as my massage therapist was there waiting for my 4 o'clock appointment. Mind you the woman on the phone who is eager to get me to sign up for dinner never mentioned a word of a massage. I again took a deep breath got some patience and responded in a brief text message that I had never received a call text or email confirming a massage for the day of my arrival at 4 PM. They did not respond.
When I checked into the front desk the receptionist mentioned briefly that they were sorry and these kind of things happen. She did not choose to ask if I would like to schedule another appointment seeing as I was there for two days. No mention of it, no complimentary 'we're sorry' expressed, and received the typical lodge hours, happy hour, and glasses in room for drinking a beverage, and a bell would sound when appetizers were out. A 'bell' really?
Upon arriving into my room and wanting relax, unwind, and get a refreshment I pulled out not one but all six glasses that were filthy dirty with water spots lip marks on the rim etc. so I did not use any of them. Although I was in no mood to request clean glasses from reception, I did wash one and was hopeful that the hot water in the sink would be enough to kill the germs.
Throughout the course of the night you can hear all other guest as the walls are paper thin. As a first time guest I was also put in a room at the foot of the steps from parking lot, and the stairwell to upper floors. If you think you're coming to a nice lodge spa Zen retreat as they like you to think, think again you can't sleep in past eight as the people in the next room are blasting their radio, housekeeping kept knocking on my door, you can hear guests talking, and even urinating above your head, and oh yes the front desk called again to ask if you would like to have dinner with us tonight because I was staying for a second night. Wow!?
Mind you they never asked if I wanted to schedule a massage session that I had requested two weeks prior to my stay. Also when I had asked to cancel the second night over seven days in advance as their cancellation policy states on their website, I was told no, in case the hotel was unable to rebook my room. However looking on line it clearly shows that the lodge was booked to full capacity therefore they would've easily been able to rebook my room.
No apologies for constant incompetence, over zealous eager to up sale dinner for an additional $125+ (per night), spoke with over 4 individuals, received at least 20+ 'touch points' regarding services I NEVER received & charge an additional 23.5% in lodging & service fees - per night totally almost $700.00 for 2 nights.
This lodge, its owner, and all staff members are the most unprofessional group of people who are highly incompetent and unable to provide customer service. We have stayed in many authentic luxurious spa hotels, this one doesn't even deserve half a star! It's an over rated Motel 6 at best!
Furthermore, I am highly allergic to cats and woke up the next morning with my eye completely swollen shut however they do not allow service animals but then show the owner with his black lab and cat who apparently are allowed to walk around the hotel and greet guests & cause an allergic reaction to an unassuming guest who understood the lodge was NOT 'pet friendly' makes absolutely no sense.
I've let my family members & friends who suggested the lodge, they need to refrain from doing so as I have never received such horrendous customer service with non sanitized glasses, no booking appointments when guest request, do not honor their cancellation policy (although in todays world 99.9% of hotels practice)