My husband and I had stayed at this resort twice before. Both times we had immensely enjoyed our selves at the resort. This third stay was such a major disappointment and most likely we will not be returning. We had requested the same rooms we had stayed in the last time, room 2111 in the Essex building. It is a super cute room with an upstairs and down stairs layout, tucked away and very comfortable..or so we thought. When we arrived we were checked in quickly and with a smile and all of the pleasantness we had experienced on previous stays. The desk clerk was sweet , kind and helpful. We checked into our room and noticed it was very cold. We turned on the thermostat and unpacked and watched some television. After an hour it was nice and warm until we went upstairs where it was still frigid. We were exhausted so decided we would deal with it in the morning. That night, although the bedroom was freezing we heard what we assumed was the heater which sounded like a water brook. When I got up my credit card company had sent me an alert that my credit card had been charged by the resort for a $103 charge which made no sense as we had paid the deposit on reserving and the remaining balance on check in. I phoned the front desk and asked about the charge. The desk person said she didn’t see it on our hotel bill. I let her know it was certainly there and I could email her a photo if she would like. She continues to say she didn’t see it and that this situation has happened before where a balance was owed from a prior stay or taxes and fees were applied later. I told her there was no way either of those things could be true as we last stayed six months ago and have stayed in two IHG properties since with no issue and that when we checked in there was no mention of either one of those scenarios. I then asked to speak with a manager. She said the manager would be in at ten. I asked for an email so I could send over photos of the charge and ask for an explanation. Well I sent the email and it was returned address not good. At this point I am doubly annoyed and contact the desk again to also note that the toilet does not flush properly and the email came back. The desk person says she has no idea why and will send maintenance. In the interim I try to contact Holiday Inn Customer service which also was a distant as they just transferred me twice back to the hotel front desk after I called twice and said I wanted to speak to someone other then the front desk, especially given the desk clerk could not even see the charge. After the second failure I gave up disappointed with the entire situation. The maintenance guy came and while he was there my husband told him about the heat problem. The maintenance guy knew exactly what was wrong...it seems the thermostat to our upstairs bedroom is actually located in the connecting room to ours which is a separate unit and which we had no access to. He was kind enough to go switch it on for us . He also said that the resort was aware of the water heater sounds and it is an issue in all of the units with that system and that once winter is over they will explore it further since it is a known problem that they would need to shut down the complete heating system throughout the resort to address. He completely fixed our toilet and we thought things would get better. Well that night our babbling brook heater noises escalated to a river level of sound. After a noisy night my husband contacted the desk and was assured that now that the heat was going it should settle out. The next night was BEYOND belief and we ended up sleeping on the cramped sofa bed downstairs because we could not take the noise!! It was unbelievable and sounded like a possessed freight train was going through the room or like a dam had broken!! Even downstairs we could still hear it. After a fairly sleepless night we contemplated checking out early or moving rooms. We went to the desk, not in the best of moods after having had a disastrous two nights, and asked to have our room moved because we had had it with sleepless nights. We also expressed our displeasure with the entire stay and lack of proper management in dealing with all the issues. Most specifically when I had finally been able to speak with the desk manager Dakota who said the charge was due to put changing the credit card from the one we reserved the hotel room with to a different one so the system never recognized we had already paid the deposit so charged it again. I told her that was not true as if that were the case then when we checked it shouldn’t the full amount been asked for but only the remaining balance was. She said she was unsure. I then asked her if this could happen again since obviously there seems to be an issue because the desk person told me a completely different story and I wanted to make sure my card wouldn’t “accidently” be charged again. She said she could not guarantee it but the desk clerk had told her the issues when she came in so she contacted the IT people and requested the erroneous hold be lifted so it should go back into my card before we checked out which is usually when holds are released. Well it didn’t get released till AFTER we checked out and AFTER the original hold for incidentals was released. She also said the desk clerk did not know what she was talking about because she was new and she would have to provide her with further training. At any rate when we asked to switch our room we had decided we would never return to the resort due to poor management and being treated rudely by Dakota for questioning unauthorized charges on our card and problems with the room. The two people at the desk which were Chef Rkiki and Tara treated us SO WELL! They listened without judgement and with compassion. They apologized for things that should not have happened that way and the chef gave us a generous voucher for the restaurant which we used for supper that night. Tara switched us to an awesome room in the main building and went out of her way to make sure it was acceptable to us and ready quickly. These two people went above and beyond to help us. The last night was amazing and saddened us as we had imagined our entire stay should have been that way. We checked out and went home feeling robbed of what should have been a great weekend as we both have worked and been ran ragged with the pandemic. Well little did we know the issue continued. A few days ago there was a random $218 credit that showed up on my credit card then disappeared a few hours later from the resort. I called my credit card company and they suggested I may need to get another card since there seems to be an issue with the resort and that just as easily that could have been a charge and it was strange to them why it disappeared so quickly. At any rate we will most likely not return to this resort. We should have been refunded for three of the nights of our stay as it was miserable, noisy and cold. We were further frustrated by Holiday Inns lack of assistance when I called them not once but twice. …
Came here for my 50th birthday. We loved it the 2 bedroom villa was so amazing. The balcony was a pleasant surprise The Olympic size pool was great as was the arcade and the pool table and darts. The fire pit looked like it would be nice to sit around but was to chilly for us. The hotel is so beautiful the restaurant (the maple kitchen) is a must do the food was top notch ! All the staff was professional and helpful I will definitely be coming back for another stay.
Very clean Resort and close to many attractions/activities. Everyone will love visiting here! We love Okemo but it was a little warm this trip, 73 one day, yikes! We found many other activities and you must visit the Woodstock Farmers Market!
Large three bedroom unit with 3 baths. Nice work area for laptop. About thirty minute drive to either Okemos or Killington. Harpoon Brewery closeby in Windsor, Vt. Summer time hiking and biking would be great.
Nice hotel. Clean. Nice pool area. Limited places to eat. No breakfast options onsite. Limited things to do unless you bike and or hike. Not much open due to COVID but relaxing. Due to COVID guidelines you have to pre book your pool use and fire pit use. We stayed a weekend and were never able to book due to limit on people.