Grandview On the Lake — Attraction in Chelan

Let me start out by saying that I have never in my life walked out of a hotel room and refused to pay. But the dilapidated room, and the lack of customer service was the worst that I have ever encountered. These are the kind of accommodations that you would expect out of a hotel that charges by the hour, and not the kind of place that charges $750.00 for three nights. To start off, when we checked in, we were informed that for some incomprehensible reason room service is not provided unless you ask for it. There is an accepted method of refusing room service with a Do Not Disturb sign that doesn't create the need for an unnecessary request. Then we were given bad directions to our room, but after about ten minutes of wandering aimlessly we found room 722. Then the problems really began... The first thing we noticed was the disgusting carpet our feet were sticking to. It was stained badly and in need of a cleaning or replacement. The next was the Jacuzzi tub that I specifically asked about when reserving the room turned out to be broken. Five of the six jets did not work. So we decided to lie on the bed and watch TV. The bed turned out to have no blanket, as a matter of fact there was no blanket anywhere in the room, and of course the tv was broken. It had a line of dead pixels that ran its length horizontally. However, despite the fact that there was no blanket we did finally manage to fall asleep. In the morning when I awoke (freezing cold) I found that ANTS had overrun the room. I mean they were everywhere, and it was evident that the cleaning staff must have known about the problem because the morning sun unveiled more detail than the night had allowed, and there were dead ants all over a chair in the room. They must have been killed with some kind of poison and just left there. There were too many ants for any other explanation. There was a myriad other problems with the room but I think I should just stick to the major issues as this is already getting too long. The last nail in the coffin though... the most unforgivable offense… was how unbelievably rude the manager Chris was when I brought up these issues. I explained to him we were upset and told him about the issues we had. He said that I was being “over the top,” and let me just say that I was not screaming, cursing, or being condescending in any way. That is not my style, but Chris tried to turn the tables on me and make it sound like I had done something wrong. There was nothing resembling customer service in our conversation. I do have to say that in the end I did get my money back, this is the only thing they did right in their handling of the situation. But that being said, they definitely managed to ruin the first day of our vacation. To make a long story short, when you go to Chelan stay somewhere else… stay anywhere else. I wound up at the Mary Whiley's Mansion B&B and enjoyed the...

My family had a reservation 8/3-8/5 and we had a horrendous experience. We received a phone call from The Grandview on 8/2 asking us when we would be arriving the next day. My husband said between 3-4pm. We ended up arriving around 2:30pm on 8/3. He checked in with the desk and he was very understanding of the fact that we were early. The lady at the front desk took his cell number and said they would call if they got the room ready early, but that it was GUARANTEED to be ready by 4pm. This information was also on the email we received from Grandview saying we were free to check in anytime after 4pm. We never did receive a call, so at 4pm we reapproached the desk. At that time it took the front desk almost 15 minutes, in a back room, to come back to relay it would be an additional 30 minutes...at that time it would have been 4:50pm. The attendant said that they were running behind. I asked why we were never notified of that delay 2 hours earlier so we could have been arrangements for our family of 5. She just shrugged her shoulders. She told us she could give us a gift certificate for The Campbells restaurant, which was useless to us since we needed to be at a rehearsal dinner by 530pm. She offered me a number to call the night manager, Jennifer. Jennifer just said that there is no way to guarantee that any guest would receive their room at anytime. I highly doubt that. No other compensation was offered. After receiving our room an hour late, we finally were able to get to our engagement. When we returned that night there were no parking spots. When I went to the front desk, the same lady just shrugged her shoulders and said there was nothing she could do and she also offered no alternatives or ideas as to where to park. The next day/night continued with disappointment. I guess if I am paying almost $1,000 for a room for 2 nights I would expect some level of customer service that rose above shoulder shrugging, excuse making, and unapologetic actions. I hope there is some way to rectify this situation because offering a $75 refund on a $1,000 bill does not even equal a 10% discount or equate to the frustration and disappointment we felt. We still didn't even get the $75 refund until I had to reach out and follow up with The Grandview. Don't be fooled by the glamorous website, this place was not worth...

Very disappointed. Our family has been coming to Chelan for over 30 years. After this visit, we will be looking for other places to stay. Terrible service! Management was very rude and unaccomodating. My brother (staying elsewhere) stopped by to visit our family sitting out on the dock. He was harassed for not wearing a wrist band and was very rudely told he was not allowed to sit on the dock. Dock was not overcrowded and there were probaly 20 empty chairs available to other guests. Management threatened to call the Sheriff to have him removed from the property. Manager and wrist band enforcer could not have been more disrespectful and unhelpful. After harassing us for an hour, they said he could buy a drink to sit in the pool area. The pool bar had already closed by 3PM! Why didn't they politely offer that in the first place? It was now too late for that option. Definitely put a damper on the rest of our trip. For the amount of money spent here, they could definitely have more of a customer service attitude. Also, you have to take your own room towels down to the front desk to exchange for clean ones. We accidentally brought down 5 bath towels and one hand towel. Could they please give us 6 bath towels? Nope. We would have to go all the way back to our room to get it. This is ridiculous. Many other rules were being broken such as people jumping off of railings into the lake and rocks into the pool area. Was this being enforced? Nope. Were other people not wearing a wristband being harassed? Nope. Our condo had a beautiful view and was well stocked. Definitely could have been cleaned more thoroughly. We found hair in one bed and a large men's toenail in the other. Condo owners should be outraged. We will take our...