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| - First off, I'll say, the Resort has done a beautiful job with the outside and lobby of this building. Absolutely stunning to drive up at night and see the pond and the front walkway illuminated.
My boyfriend and I both work weeks and have weekends off so after getting an ad in the mail we decided to have a romantic weekend in the mountains and get out of the city . I came prepared with wine and snacks and we ate dinner in the city Friday night and headed up after to check in. The supervisor at the front desk, I believe his name was Aaron, was the picture of customer service. As a cashier and server at a busy cafe, I absolutely love when a person can attain the level of customer service which is both personal and professional. After this fellow made us feel right at home (asking if we'd like to be on the first or second floor, if we'd like a room facing to the front or back of the lodge, and telling us how late everything was open in the lodge) we headed upstairs to settle in. We had a drink in their little bar area (fair prices, eleven dollars for a gimlet and a beer), then went to check out the sauna... not for us, but could be nice for a couple if you let it heat up for an hour or something, it is open to guests all night. At about ten thirty we headed back to the room, there are about 12 channels or so but we found something to watch, they also have movies for rent (a varied and random selection).
So the entire 3 hours of Friday night from the time we arrived until we went to bed were great. Then comes Saturday morning. We got up and moving around 11am and at 11:30 we headed downstairs to try out the restaurant at the lodge. I'm not a huge breakfast person at all but we were starved and they don't start serving lunch until noon so we sat down.
Now I didn't book the room, my boyfriend did, but as we were sitting down to eat he told me I should run up and grab the coupon we had for two breakfast entrees attached to another for two dinner entrees (the coupons are the backside to the ad we received in the mail). These coupons basically state what they are good for and have two boxes to be filled in with your date of check in and room number. I didn't have a pen so I stopped at the front desk to fill it in. As I was using the girl at the counters pen she asked me what room I was in and after giving it to her, she quickly told me we hadn't purchased the package which included the use of this coupon and we could upgrade if we wanted to for seventy dollars.
I was confused but my guy was waiting for me in the lodge with our breakfast, so I arrived back to my seven dollar english muffin egg sandwich and wondered how it could ever be worth it to pay almost double the amount that our room cost for breakfast and dinner from their incredibly mediocre lodge. My boyfriend wanted to find out exactly what was up with the coupons, granted on the ad it says its $139 dollars for a night, but when he called on the phone they told him it was $80, why would anyone pay an additional 70 bucks for that. Whatever. My boyfriend came back fuming, saying we were never coming back here, telling me he'd never felt so insulted in his life than he was talking to the idiot manager on duty.
I was so upset that my romantic weekend was being ruined I went and talked to the manager myself, his name is Mark Nelson and he is truly the worst representation of customer service I have ever come into contact with. Immediately after engaging him he made me feel as though I was wasting his time. When he talked to my boyfriend before me he immediately got aggressive and asked if we had used the dinner coupon the night before and got out the book of receipts from dinner at the lodge the night before and started going through them, as if my boyfriends word wasn't enough. He was very condescending while explaining that this was a package we had not purchased, he got huffy while saying that here we were trying to bring in a coupon filled out in our own handwriting, basically accusing us of trying to scam them or something. Telling me the package deal was a very great value, god I'm getting carried away just thinking about how that pretentious prick ruined my trip. Anyway, when I couldn't stand the sound of his voice anymore I asked if we would be reimbursed for our second night stay if we checked out immediately, finished my shitty breakfast and we packed up our stuff.
I'd like to note, though they called it a voucher and nowhere on the ad does it have a redeeming number or note to say mention this "deal" when you call, it is still our bad for not realizing it. If a manager offered a half-sincere apology and explained the confusion in a pleasant manner then our stay could have been saved, I have absolutely no problem paying the meager twenty bucks I would have spent on breakfast and dinner for myself in the lodge. But being treated like a criminal and talked down for, it was downright insulting. So no, we won't be back.
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