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“Poor Customer Service”

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The Grand Georgian - Blue Mountain Resort
Ranked #4 of 8 Hotels in Blue Mountains
Reviewed 28 February 2012

If you want to be treated like a rowdy student, visit Blue Mountain Ontario.

We were away for a couples weekend staying in a three bedroom resort. The idea was for the ladies to enjoy a spa weekend (which was great), and the gents skiing (which was also good).

Immediately as we arrived we were talked down to by the front staff and (literally) sighed at when we asked to add on services (which we were willing to pay for). The hotel staff there (Other than the manager) were not interested at all in helping us and for the price we paid for the weekend, we would expect at least a smile, or a welcome to blue.... not 'NEXT... sigh'. My wife had asked one of the more helpful maids what the general problem was with the staff, and she had mentioned that since it was student week, the staff were annoyed, and fed up – I’ve had some bad days too, but my customers had always come first.
In all fairness, the staff at the restaurants we visited were great, and the Greek rest. is highly recommended, and (most) of the ski staff were friendly.
As a business owner, I organize conferences for the family and managers of my company and Blue Mountain looked like a great place for summer family fun, unfortunately because of this experience, I would be embarrassed to bring anyone I associate there ever again. (the Grandview will get our business again this year)
If you are looking for a ski weekend, a spa weekend, or a time away, I would recommend looking at Mont Tremblant - At least they seem to value their customers.

Thanks.

P.S. I would truly hope that Blue Mountain had the decency to correct this issue. We had submitted a comment card, but I would be VERY surprised if they had it in them.



Please, if you we

Room Tip: Try Mont Tremblant first.
  • Stayed: February 2012, travelled with friends
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3  Thank Jason W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BlueMountainResort, VP Hospitality at The Grand Georgian - Blue Mountain Resort, responded to this reviewResponded 15 March 2012

Dear Jason W,

Thank for taking the time to post your comments regarding a recent visit to Blue Mountain Resorts and in particular Weider Lodge on the Trip Advisor website. We sincerely appreciate our guest feedback and regret that you were dissatisfied with our services on this occasion.

In regards to customer service provided by our desk staff, we are disappointed to hear that this was your experience and will ensure that management in this area is made aware of this instance and immediately initiates some customer service coaching with the individuals involved. At Blue; we pride ourselves on the quality of training provided to new and existing staff members and share your disappointment that we did not meet our service goals on this occasion.

You are absolutely right, we have a great deal to offer both summer and winter in terms of activities and services and it is an absolute shame that the service errors of a few individuals tainted your impression of our resort. We are confident that you would not find this to be the norm on a future visit.

We do hope your recent visit will not deter you from visits to our resort and look forward to welcoming you back to Blue Mountain Resort, when you are able to return to the area again.

Yours truly,
On behalf of Blue Mountain Resorts Limited

Alvard Petten
Vice President-Hospitality Services
apetten@bluemountain.ca

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Reviews (321)
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Reviewed 21 February 2012

We knew Family Day weekend at Blue Mountain would be a zoo so we were pleasantly surprised at how well they handled the crowds. The Grand Georgian lobby also provides check-in for the Weider Lodge and Seasons at Blue (all 3 labelled "Village Suites"). They had about 8 check-in stations so there was no real line-up. As a guest in the Village you get free Ski Valet service and they were set up in the drive-way taking your equipment so you didn't have to lug skis & boards to your room or locker.

The hotel is really a condo so there are no porters, room service, coffee shop, etc. However, there is a quiet reading lounge, games room (coin operated video games), small gym, sauna, and outdoor patio with 2 large hot tubs and pool (closed for the winter). The hot tubs and sauna were a godsend after a day of skiing (try a visit after lunch when they're quiet)!

We had a two-bedroom suite which featured a master bedroom with it's own flat-screen TV and en suite bathroom (regular tub). Plus a second bedroom and bathroom (shower stall). No jacuzzis or soaker tubs. The kitchen was well equipped and clean. The living/dining area had a gas fireplace, second flat-screen TV & DVD player, large dining table with 6 chairs, pull-out sofa bed, and 2 easy chairs. A good sized balcony had 2 plastic chairs. No washer/dryer in the suite.

The central location is a two-edged sword. On one hand, you're very close to the Central Lodge (ski valet, equipment rental, etc.), main ski lift, and all the shops & restaurants of the Village. On the other hand, it can be noisy. We did hear party people late at night but it was no big deal. You wake up then fall back asleep. By the second night, we were so tired after skiing, we slept through the night. But a sound machine or earplugs may be an idea. We turned on the room fan for a little white noise. But there was no thumping disco and our room neighbours were quiet. A well-stocked grocery store is next to the hotel (they even have DVD rental). Personally, we liked the energy of over-looking the busy village streets.

Skiing at Blue Mountain is as good as it gets in Ontario. And during a long-weekend you just have to accept the crowds. The lift lines could be brutal but the staff did a good job of loading efficiently and if you use the Singles line you move much faster. We would ski from 9 - 11:30 AM then take a long mid-day break for lunch, hot tub, and stroll through the village. Then back on the slopes late afternoon and/or night skiing.

There's no question you're paying top dollar. Like Mt. Tremblant, if you want the village experience and quality accommodation, it costs. And although we stayed at the excellent Sommet des Neiges in Tremblant last year, we found the Grand Georgian compared favourably. The much much shorter drive means you can go for a weekend. And for our intermediate level of skiing, Blue offered plenty of challenges. Also, we liked the selection of shops in the Blue village better than Tremblant, which seemed to cater to only the super rich! We'll return to Blue and the Grand Georgian.

Room Tip: Avoid the huge line for Beaver Tails in the village by going to the location at the top of the South...
  • Stayed: February 2012, travelled with family
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1  Thank BJFToronto
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BlueMountainResort, VP Hospitality at The Grand Georgian - Blue Mountain Resort, responded to this reviewResponded 15 March 2012

Dear BJFToronto,

Thank you for posting such a glowing commentary of your recent visit to Blue Mountain Resort. You have provided such a thorough and detailed review of our facilities. We are delighted that you enjoyed your experience, and we look forward to welcoming you back to Blue.

Yours truly,
On behalf of Blue Mountain Resorts Limited

Alvard Petten
Vice President-Hospitality Services
apetten@bluemountain.ca

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 21 February 2012

My husband and I were celebrating our anniversary and couldn't have booked a better place than Grand Georgian. From start to finish it was Grand. They even sent us a bottle of wine and chocolates to our room to celebrate the occasion. The staff were so helpful and courteous....the room was very comfortable with a Fireplace in the Living Room, Dining and Kitchen. Our room had a great view overlooking the slopes of Blue Mountain and the pool courtyard. Location is right in the Village........steps away for a late night stroll and dining.
Overall a great experience

  • Stayed: November 2011, travelled as a couple
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Thank Jabri
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BlueMountainResort, VP Hospitality at The Grand Georgian - Blue Mountain Resort, responded to this reviewResponded 15 March 2012

Dear Jabri,

Thank you for sharing your experience with Trip Advisor users, we are delighted that we contributed in a positive manner to your very special occasion and provided the prefect venue to celebrate your special day.

Yours truly,
On behalf of Blue Mountain Resorts Limited

Alvard Petten
Vice President-Hospitality Services
apetten@bluemountain.ca

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 21 February 2012

The rooms here are very comfortable, pretty basic and clean. We stayed in a one bedroom suite with our 2 young kids enjoying a long weekend skiing at Blue Mountain. The location can't be beat - you are steps away from the ski lifts and right in the middle of the Village, where all the restaurants and shops are. The skiing is not the best, but pretty good for what Ontario has to offer. The one bedroom suite has a kitchen, so we could get up early and prepare a full and healthy breakfast right in the room. There is a tv, fireplace and a comfortable couch (not so comfortable as a pull out bed, but the kids managed OK).
The only downside was the late night noise. People leaving the bars late at night would walk around the village and occasionally stand right outside our room (2 floors down) and scream and laugh and talk for hours which was really irritating since we wanted to get early starts to our ski days. Ask for a room that is on the quieter side of the hotel.

Room Tip: Ask for a room that is not on one of the main streets of the Village so that you avoid the late nigh...
  • Stayed: February 2012, travelled with family
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    • Cleanliness
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1  Thank jellypop12
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BlueMountainResort, VP Hospitality at The Grand Georgian - Blue Mountain Resort, responded to this reviewResponded 15 March 2012

Dear Geejay123,

Thank you for taking a moment to express your candid view of a recent experience staying at Blue Mountain Resort; we appreciate your feedback and are certain Trip Advisor readers are glad to view your first hand comments. We are delighted to hear you enjoyed our lodging facilities and agree that a pullout couch is better suited for young children.

You raise a very good point in respect to the late night noise, and we regret if this impacted your experience. Blue Mountain offers a diverse and active village atmosphere, however we do recognize that at times the noise generated by some patrons may cause a disturbance. If you are sensitive to noise, then requesting a room away from the Village is a good suggestion.

Yours truly,
On behalf of Blue Mountain Resorts Limited

Alvard Petten
Vice President-Hospitality Services
apetten@bluemountain.ca

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 31 January 2012

Everything with the room was fine but the problem was with the check in area and the noise. The check in area, on Friday evening was packed full of high school students; to check into some of the other hotels, people had to come to the reception of this hotel. There were no luggage carts and the check in area was chaos.

Because there were so many students, there was loud and constant noise. Students having parties, running through the halls. Definitely not a place for families with young children.

  • Stayed: January 2012, travelled with friends
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1  Thank Goingplaces11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about The Grand Georgian - Blue Mountain Resort

Address: 156 Jozo Weider Blvd | The Village at Blue Mountain, Blue Mountains, Ontario L9Y 0V2, Canada
Region: Canada > Ontario > Grey County > Blue Mountains
Amenities:
Fitness Centre with Gym / Workout Room Free Parking Kitchenette Restaurant Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #4 of 8 Hotels in Blue Mountains
Hotel Class:4 star — The Grand Georgian - Blue Mountain Resort 4*
Number of rooms: 189
Official Description (provided by the hotel):
The Grand Georgian, in the middle of the Village at Blue, is fashioned after a historic railway hotel, with 189 suites ranging in size from studios to 3 bedroom. Every suite features high-speed wireless internet access, in-room movies, a DVD player, flat screen LCD TV. Guests also have exclusive access to secure underground parking, games room, 2 outdoor hot tubs (open year round), outdoor pool (summer only), fitness room and sauna. Bachelor, 1, 2 and 3 bedroom suites include a fireplace, fully furnished kitchen and a balcony or patio. Studio units (regular size hotel rooms) have a kitchenette (small fridge, small sink, microwave, toaster, kettle, dishes and cutlery). Larger units (1 bedroom or larger) have a full kitchen. ... more   less 
Also Known As:
The Grand Georgian - Blue Mountain Hotel Blue Mountains
Grand Georgian Blue Mountain
Grand Georgian Collingwood

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