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“Poor service & hotel needs a good cleaning”

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Mountain Grand Lodge and Spa
Ranked #3 of 4 Hotels in Boyne Falls
Certificate of Excellence
Reviewed 17 August 2012

This was our first visit to Boyne Mountain Grand Lodge and we booked our stay because we had friends visiting and we wanted to take them somewhere nice. We had heard from others that had visited the hotel that the grounds were beautiful and that there were lots of things for kids to do. That’s certainly true….

There were however many things that we found lacking in this facility and we certainly didn’t feel we got our money’s worth. First of all, when we booked the trip we asked for a room that would accommodate 2 children and 7 adults. We were told that the room we booked would work if we used the foldout couch in the living room area of the suite. As it turns out, the only way this could be done was by putting two adults in a room with 4 bunk beds. Unfortunately we hadn’t seen the photos of the rooms on the hotel web site so we didn’t realize this room was really a kid’s room and was just big enough to fit the 4 bunk beds. The other issue is that the room was essentially opened to the rest of the suite because of the design of the adjoining wall and door. This made it difficult for those in the room to sleep if others were up and about.
When we booked the room package they were offering a 4th night at half off if you booked 3 nights. Check in at the hotel is 5PM so we tried to time our arrival after that so that 9 of us would not be sitting waiting for our room. We ended up arriving before 6PM and since check out is 11AM, the 4th night is really not all that big of a deal…you really lose most of the first day and most of the 4th.

When we arrived, the first thing we noticed were the dirty carpets in the hallway leading to our room. There was also a bit of an old carpet (musty smell) in the hallways. The carpets had clearly not been vacuumed in some time and we didn’t see anyone vacuuming them during our 4 day stay.

Once in our room, we immediately noticed that the black tile floor in the kitchenette area was dirty and sticky. Some of the rooms also appeared to have not been vacuumed or fully cleaned. We found objects on the floors in a couple of rooms and beer bottle caps and golf tees on the top of the armoire in the master bedroom that seemed to confirm that our room had not been fully cleaned. Since we had quite a bit of luggage (because of the number of people in our party), we decided to make the best of it and hope that this was just an anomaly. Unfortunately it was not.

Although we originally made it clear that we would need the foldout bed, we realized as we were getting ready for bed that there were no blankets or sheets for the fold out couch. So we ended up calling room service to request the sheets and blankets. About 15 minutes later someone dropped off a sheet and 2 bathrobes. It was all bundled up together so we didn’t realize what was being dropped off until sometime after the hotel employee left. We called back down to the front desk and the person that answered laughed and said ‘oh yeah, I guess two robes are not going to help you’. We asked them again to send up a blanket which never did arrive. Our guest that slept on the foldout didn’t want to make a big deal of it so he didn’t let us know this till the next morning that he had to go down himself about an hour later to get a blanket.

Because of the condition of the room when we arrived, we hung the “please make up room” sign on the door when we left the following morning thinking that the room would be completely cleaned. When we got back to the room that evening to make dinner, we saw that the room had not been touched. We started dinner and as we sat down to eat we had a knock at the door. It was the staff wanting to clean the room. Since we were having dinner, we told them to come back the next day. Once again they came quite late and we were in the room when they arrived but they offered to clean while we were there. They did a quick (and I mean very quick) straightening up of the rooms and took the dirty towels but that was pretty much it. They didn’t replenish any of the consumables however even though we were out of paper towels in the kitchen…we had to call room service to get more.

Since we had kids with us they used the pool during our stay. The setting was certainly beautiful but we found both the pool and hot tubs to be quite dirty. Both the pool and the two spas had a ring of “green scum” around the tile edge (as can be seen in the attached pictures) and the pool had a lot of debris on the bottom – Band-Aids, dirt, hair, garbage etc.. Again it looked like it had not been cleaned or vacuumed in quite a while. Having a pool myself I know that it requires regular cleaning and maintenance especially when heavily used as was the case with pool in this hotel. One other thing we noticed was the number of people that slid and nearly fell in a puddle of water between the pool and one of the spas. It appears as though the concrete dips slightly which has created a pond of water that never seems to dry up. I slipped in it myself and believe it is an accident that’s just waiting to happen.

Service around the pool area is almost non-existent. I rarely saw any of the hotel staff serving guests and when I did I believe it was because a guest left to find someone to order something. When they delivered food or drinks they delivered it to the person that ordered and completely ignored everyone else. I travel a lot for business and stay at many resorts; I have never seen such poor pool service and ultimately such a glaring lost revenue opportunity for the hotel.

Speaking of hotel revenue….the hotel offers a number of activities including horseback riding, zip lining, biking, a water park and more. Some in our party spent the day at the water park and most went biking and zip lining. Almost all thought that the activities were expensive but then again they seemed to be well attended. As someone that believes in charging what the market will bear for goods and services I guess I can’t blame the hotel for charging what people are willing to pay. That said, I wonder if they are losing business because of the fees being charged?

Finally, the hotel lobby and common areas of the hotel need a complete refresh. Furniture is worn out and dirty and many areas need to be repainted and cleaned thoroughly.
Bottom line is that I believe this resort was probably spectacular when new but poor maintenance and poor service have turned a potential 5 star resort into a 3 star. To me this is simply the result of poor maintenance and complacency. Ultimately there are a bunch of things that need to be addressed in this hotel and to me it’s the attention to detail that separate 5 star resorts from the rest of the pack. In this competitive market I guess I’m most surprised that the management of this hotel doesn’t seem to understand that.

  • Stayed: August 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
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    • Service
8  Thank G W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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103 - 107 of 163 reviews

Reviewed 14 August 2012

While planning a last minute trip to Michigan, I came across the website for Boyne Mountain. It gets two thumbs up from our family. Clean, comfortable rooms, excellent food and lots of fun activities for kids. We will be going back in the future!

  • Stayed: August 2012, travelled with family
    • Value
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3  Thank Hoosiertown
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 12 August 2012

To start the begginning check in is somewhat hard, there are lots of people at the desk but they don't get you in quick. The rooms are very big and roomy although one queen bed was not big enough. My fault. Walking to the indoor park was good exept if your on the bottom floor. You can take elevator or walk outside around corner to get in. The park is great for young kids. The play structure to the right is great to climb and has a slide and a pool that gets deeper but not too deep and has hoops. The slides were lots of fun, has two huge rides and two smaller rides that we took him down a bunch and he loved. The race slide was cool too. The real winner here was the food and drink which no matter where u go are great. Service is little slow in food area at pool avalanche bay. Oh bye the way the lockers are not easy to figure out. Key is you move the white handle to right after u put the money in. Lost three dollars and were not idiots.

  • Stayed: August 2012
    • Value
    • Location
    • Rooms
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1  Thank matt h
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 7 August 2012

I just returned from a girls weekend at this resort and I thought the resort was very nice! It was a relaxing weekend away and close to Petoskey and other fun areas! There was a lot to do at the resort including the pool, spa, chair lift, shopping, Deer Lake(very nice) etc..The spa was really awesome-best facial I have ever had with Abby P! I would have given the lodge 5 stars if it were not for the terrible service at the restaurant in the Lodge, Everett's. It was convenient to have a restaurant right in the building, but the service at Everett's was terrible 3 out of the 4 times we dined there. The wait staff was just rude, our breakfast took forever(45 minutes) and when we mentioned it nicely to the manager because she asked if everything was alright, she just argued with us. The wait staff seemed like they were in terrible moods and like we were bugging them. When my friend asked for grape jelly, the waitress muttered that she would check in back to see if there was any laying around-okay? Just skip this place and go to the other restaurants on the property. Overall, besides this, it was a really nice resort.

  • Stayed: August 2012, travelled with friends
    • Value
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Thank Melanie M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 2 August 2012

Stayed three nights in a 2-bedroom unit at a rate of $365 per nt. Had high expectations and we were a little disappointed.

Check-in and Management: Grade F. First impression was very bad. Arrived at 2:30 and were told the room wasn't ready but that they would "send a cleaning crew right over" and call us when it was ready. No call ever came. At 5:00 the check-in line was over an hour long. Everyone had been told the same story- "rooms aren't ready come back at 5". Guy behind me had checked in, left for two hours and came back to find a family unpacking groceries in his room- they double booked. We were told the hotel was booked full for conventions which with proper management should have been staffed and preped for but wasn't. No apologies/no offers for the trouble, although I did hear one persistent fella get a $100 discount at check-out (he claimed he waited in line "three hours"). Housekeeping was apparently also understaffed as they didn't arrive to clean until after 5 pm, which also accounts for the room turnaround problem.

The Unit: Grade C. Clean and well maintained. Very odd layout. No balcony in 2-bedroom unit. Master bedroom had NO WINDOWS. Who builds a masterbedroom without any windows? The bathroom sink upstairs is in the hall. Lots of wasted space upstairs and the main sitting area downstairs is very small- one sofe and a table with four chairs. Would not be good for more than four people.

The Resort and Activities: Grade A-. Facilitis are very well kept. Village area is extremely nice. Outdoor pool was good, but smallish. Kids enjoyed the ziplining ($20 or $64 for 2.5 hour course). Watrepark was above average and uncrowded ($25 half day pass). Hiking on the mountain was limited as was the mountain biking options. Horseback riding was fun for younger kids ($49 per one-hour ride).

Off resort Activities: rented jet skis in Ironton (think it was call Summertime Rentals, but the only rental place in town at the Ferry)- highly recommend it. $140 plus gas cost for two hours on Lake Charlevoix. Lake is huge and water very warm. Water is a little rough- great for older kids. Also recommend wandering around downtown and waterfront of Petosky. City of Charlevoix is OK too, but not as nice.

Restaurant Grades: Thirsty Goat B+ (great facility, game room for kids, great local beer selection, food was good-not great); Cafe Sante B (A for adults and C for kids selections); Pierson's A- (homemade soup was outstanding); Trophy Room A (great family food: pizza, garlic sticks, salads); Beach House at Boyne Resort C- (below average food and service, great views of lake); Weathervane in Charlevoix B+ (good food and fun watching the boats in the channel/draw bridge).

Stayed: July 2012, travelled with family
7  Thank OleMD
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Mountain Grand Lodge and Spa

Address: 1 Boyne Mountain Rd, Boyne Falls, MI 49713-9642
Region: United States > Michigan > Charlevoix County > Boyne Falls
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #3 of 4 Hotels in Boyne Falls
Number of rooms: 220
Also Known As:
Mountain Grand Lodge & Spa At Boyne Mountain Hotel Boyne Falls
Mountain Grand Lodge And Spa At Boyne Mountain
Mountain Grand Hotel
Mountain Grand Boyne Falls

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