Glen House Resort — Hotel in Leeds and the Thousand Islands

Our party of four arrived at The Glen House last Monday. Our friends arrived one hour prior to check in, but seeing how it was a Monday decided to ask the front desk if the chalet was ready, and to just make them aware that they have arrived. The Front desk attendant was dismissive and rude, seemed very annoyed that they had even asked. The interaction was less than pleasant and for them being third time visitors to The Glen house they were pretty upset with the unfriendly welcoming they received. When my husband and I arrived, we joined our friends on an outdoor picnic table, my husband went in to use the washroom, politely asked to be pointed in the direction of the facilities and the front desk attendants response was “are you even staying here?”

The unpleasant interactions with the front desk continued For the entire 3 days of our stay. We called because our electricity wasn’t working in our chalet, we were told “find the reboot button and it should work” We never did find the “reboot” button but rather than have another unpleasant conversation with the front desk we decided to just use our two lamps instead. Our husbands went down to the bar area to have a quick beer before golfing they were told by the front desk it’s not open for that, if you don’t have a reservation you can’t go. They mentioned it was just a quick drink, they still said no. The server was by the door they asked her and she said “oh yes come on in, we have lots of room”

Now just to point out we are not high maintenance people. We are very aware of the pandemic we are living in and I myself am a restaurant owner and fully understand the stress of running a business during these times. But I also know how critical it is to provide friendly, quality customer service during a time when the survival of small businesses is unknown.

Our husbands golfed at smugglers glen and said it was night and day how they were treated there compared to The Glen House. Employees were friendly and helpful. Their time at the golf course was a great experience and would highly recommend.

Although our chalet was a little dated, it was clean and equipped with everything we needed. The calming atmosphere and beautiful views surrounding our chalet was wonderful. We dined at The Shipman’s restaurant on-site our first night and had a great time. Elissa our server provided great service and was very attentive especially because of how busy she was. Food and wine was excellent and our patio table was just perfect. The wait time for dinner is a bit longer because of the pandemic but it is completely worth the wait and the staff did an amazing job.

In conclusion, The front desk need to focus more on providing a friendly welcoming atmosphere, because for some folks first impressions can make or break an experience and be the determining factor when deciding to plan another visit. But for us we believe in second chance so We will be back! We will be planning our next trip...

I have dined and stayed at the Glen House many times in the past ten years, both as part of a group, and as an individual with family members. Based on my April 2018 experience, I think the resort has deteriorated. The location and views continue to be spectacular, and the beds are very comfortable. Most staff members are friendly and polite. The rooms have a vintage charm, with dated furnishings and decor, but generally a good level of cleanliness. This time, though, I noted room for improvement. The wood at the bottom of the bathroom door in my room was rotted. There was a lovely large desk, but no desk chair. The ground around the entrance to Pinewoods and the parking area was littered with cigarette butts all weekend. The kitchen seemed to struggle to deliver dinner service. They were managing two groups, but with entrees pre-ordered and everyone having the same starter and dessert, it shouldn't take two hours to serve food. I was told by a server we could no longer sign for a soft drink or wine to be charged to our rooms due to a policy change. When I asked at the front desk, I was told the change was made to reduce the work effort of front desk staff on checkout day. When I asked a different staff member the next day, I was told the policy change was made to reduce losses and I had been informed of the change when I checked in. I knew I hadn't been informed, and when I asked other group members, I couldn't find anyone who had been informed. It is unusual to find a business in the hospitality sector that chooses to fix internal process issues by making it less convenient for guests. We also discovered that dates reserved and advertised in 2017 for our autumn 2018 group event had been given to another group, due to employee error. This caused great stress for our group organizer and requires every group member to make changes to planned vacations, travel arrangements, and child and pet care. After this very unsatisfactory weekend, I will not return to the Glen House as an individual, and I will be reluctant to recommend the venue for group functions without seeing a commitment to...

Our friends and family have been visiting Glenhouse for nearly a decade. This year our experience as a group had been quite different and not a positive one. We always reserve by email as this is a simpler process with the multiple guests and rooms. Our requested reservation date was until August 7 for rooms and boat slips. Unfortunately, to my error I didn’t read the confirmation of reservation emails thoroughly and it indicated to the 6th. Thankfully the cleaning lady, noticed we were still in the room on the 6th, and advised us the room is to be cleaned for other guests. Much to our surprise, this was also confirmed at the reception when we went to spoke to the reception. The boat slips did indicate 7th which was odd if their system had the incorrect date. They did offer to have us stay at the chalet for the same price, but this in tailed us to pack all our belongings and move them to a different location, for more than one room. Although we appreciated the recommendation this was an inconvenience. This halted our afternoon plans as group due to the error. We chose to go home that afternoon. At no time at check in, did the reception confirm our checkout date or time, provide us with a receipt of payment (paid upfront at checkin), etc. Our friend paid cash upon checkin and at checkout the reception mentioned that it was not paid. After I spoke to the reception it was cleared up. But if I was not there, hr may have to repay his stay. Over the years, many of our friends have often mentioned that the front office staff were quite rude, which is a red flag for new guests staying at the resort. Glenhouse does require a major renovation to their rooms, client reservation system, client payment tracking/reconciling end of day sales, customer service training and communication techniques, consistency at checkin (when comparing to major hotel chains), internet reliability (as your phone will pick up US towers), etc. I see that management doesn’t comment on any reviews left by guests, but I wouldn’t mind a call from the resort manager to...