HEre is the letter that I sent to them certified mail, they never responded
To Whom it may concern,
My apologies for this being so late the first letter I sent was to the wrong address so it was returned.
My name is xxxxxxxxxx, I'm writing in regards to my recent stay at your establishment. I stayed in room 215 in "A" building February 4th thru the 6th. The room was booked under xxxxxxxx. We had a wonderful time skiing the slopes at Lutsen, weather was great and hill conditions were nice. The slopes were very well groomed and the whole atmosphere while skiing was exactly what I would expect from a ski resort with the caliber that Lutsen is synonymous with. However the room conditions were the exact opposite.
We arrived around 9:30 p.m. on the 4th, checked in and retired to our room to rest after a long drive. While laying in bed you could hear every step that the people above us took. We could hear the water run in the tub above us and you could hear everything they DID! I mean everything! Then after some time we heard the water begin to drain. The water started pouring into our room thru the knot holes in the boards of our ceiling. We sprang out of bed and began franticly moving our clothes bags and gear as it was getting wet with the used bath water from above. I would estimate that about 15 gallons of used bath water entered our unit from above. I called the front desk and got an answering machine, I left a message with all the information to be contacted back. I then called the security number and talked to a maintenance guy. He came down to our room right away. He looked at the water dripping (dripping as the bulk of the water had poured in already) and said that there was nothing more he could do for us. He had brought a garbage bag full of bath towels and proceeded to lay them out on the floor only covering the water and not even making an attempt to remove the water. By morning the water had soaked into the towels. I then had to lay down more towels to gain access to the bathroom area so we would not have to walk through the dirty bath water. I truly would have expected a phone call at least from the front desk at this point as we are guests at your facility. No attempt was made to contact us.
Over the night I noticed how loud the heater in our room was. Every time it warmed up or cooled down the metal wood bang loud enough that it would jar me awake. The bed was very uncomfortable as it was very thin and was like sleeping on a board.
Saturday night the 5th we returned from skiing and we were looking forward to relaxing in bed and watching some episodes of our favorite TV show that we had brought on DVD. The first couples of episodes that we watched were at home and worked fine. We tried to play it on your DVD player and it had a large amount of static and the picture would oscillate from very bright to very dark, making it impossible to see what was going on. I asked the front desk for some assistance. Two maintenance personal came to our room this time. They assessed the situation and told us that the problem was with our DVD and not your player. They also told us that they had just had the same problem with another guest the night before. I own a media installation company and can tell you for fact that it was not the DVD it was the regional format ability of the very cheap quality DVD player and not the DVD itself. I tested the same DVD at home in multiple players and it has worked all the players I tested it in.
Later that night, around 11 P.M., I had just dosed off whenxxxxxwoke me up in a panic and said there is someone trying to break in to our unit. I then heard heavy banging on the door and a man’s voice yelling, “god damn it Sheila the fxxxing xssholes wont let me in". He was hitting the door so hard that the door was twisting off the jam by a couple of inches. I sprang to the door and whipped it open to find a highly inebriated man standing there. After some coxing and convincing he left. I shut and locked the door. We then realized that our rental skis were out on the porch so I decided to bring them in to prevent theft or vandalism. I opened the door and found garbage around our entry area and I also seen the same man in the bushes just around the corner from our unit. I was so disgusted at this point that I just brought the skis in and locked up.
The next morning we cleaned up, packed and I went to check out. I walked in the front desk area and there was one gentleman behind the desk on the phone. There was also a customer that had already been waiting there to ask him a question. After several minutes I realized that he would be on the phone for a while. I went into the office area behind the desk to find someone who could help us. There was another person in there, but he too was on the phone. I went back to the lobby and waited. The first man on the phone finally put the person he was on the phone with on hold then began to help us.
In summary here is a list of the things that should have been addressed.
1.) Our unit flooding from above with dirty bath water.
2.) The dirty bath water was never removed or attempted to be cleaned.
3.) The amount of sound insulation between units
4.) The noise level of the heater in the room
5.) The drunk man beating on the door
6.) The DVD player
7.) The overall customer service offered by your maintenance and front desk
A simple phone call in regards to half of those problems goes a long way, an offer to move us to a different room, a comped dinner, or a refund, anything would have eased our concerns. As none of that was offered we are now formally requesting a refund for our troubles. I understand that not all of our issues were preventable but certainly all of those issues were addressable! I feel that a 50% refund is not out of the question and is completely acceptable.
- Official Description (provided by the hotel):
- Eagle Ridge has 75 slope-side studios and condominiums set amidst the peaceful Sawtooth Mountains where guests play by day and relax by night. Each of our units have been designed to complement the natural beauty of the surrounding Superior National Forest and of Lake Superior; stunning views of both are right outside your door. All rooms feature a gas fireplace and patio overlooking the mountains and Poplar River valley along with refrigerator, microwave and TV/DVD. Many rooms have a whirlpool and all of our condos have a full kitchen. While you're here, enjoy the only indoor/outdoor heated pool on the mountain (heated year-round), whirlpool and sauna, and in the summer the campfire pit is a great place to build a fire and make s'mores! Pet reservations are accepted between Mid-April - October. ... more less
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- Also Known As:
- Eagle Ridge At Lutsen Mountain Hotel Lutsen
- Eagle Ridge Hotel Lutsen
- Eagle Ridge Resort Lutsen