Mountain Grand Lodge and Spa — Hotel in Boyne Valley Township

I have stayed at the Mountain Grand Lodge/Boyne Mountain several times over the years, and as recently as this past autumn before returning for a ski vacation this past weekend. After explaining my vacation objectives with the booking representative (focus on family skiing, and the water park on our final day (after check out before leaving for home), I was sold on an inclusive ski/water park package, and booked one of the nicer rooms. Everything was going well until our last day when we packed up, and my wife and son went to the water park (I was to join them after loading the car, which is what we did just a few months ago). We found out at that time that our pass was only good for the afternoon/evening time frame. Bearing in mind that during the booking process, I was very clear about my objectives, and could have stuck with my original plan of buying lift tickets for skiing, and full day water park passes for our final day, I requested to talk to the Manager, explain the situation, and that everything would be resolved/accommodated. After explaining the situation to the manager on duty, I was informed that she would need to call the sales representative to confirm the error, and that it could take at least an hour +. I personally work in the hospitality industry, and provide services for several hotels, and am extremely well versed in customer service/resolution protocol, and was quite floored that while I was at the facility with my family waiting, that I was told I would need to wait for a phone call to confirm that the package was sold/explained properly (which, of course when confronted, would a representative admit to making an error in how they sold a package)?. A simple apology for any misunderstanding (what I requested/what the representative sold), and issuing the proper pass would have been a simple, customer service oriented resolution for someone that had been a two night guest, bought a rather expensive 'all inclusive' package, had a check out time of 11:00 a.m., and a long drive home (which brings to mind why only an afternoon/evening pass would be included in a package for the final day of a stay with an 11:00 check out time). |Ultimately, I ended up purchasing two tickets for my wife and 9 year old (how can you tell a 9 year old anxious to go to the water park that they can't?), and we ended up leaving shortly after 2:00 p.m. for our...

If I could give this hotel zero stars, they would absolutely get it. If you’re a bride, you absolutely do not want this hotel to have anything to do with your wedding (especially if you’re having your guests stay here). We booked this hotel after they assured us they’ve worked with our venue before and that they’ve had many guests stay there. We had nothing but problems with our guests booking rooms. As far as the “hotel block” goes, they only release 10 rooms at a time. We were told that once the block was 90% full, they would release more rooms. That’s not the case. They told many guests of ours the block was full. I had to call to talk to them and was told I would have to pick out 10 other rooms for them to release. We did this same song and dance multiple times and let me tell you, if wedding planning isn’t stressful enough, receiving texts/calls from your guests saying the hotel is full just adds the stress on. Once our second block filled up, we had to tell all of our guests that the 20 room block we were allotted was it and all of our guests had to book rooms outside of the block for higher costs. We had a 250 person wedding and we were told “if you had your wedding at this venue we could hold more rooms for you” after they knew from the beginning where our wedding was and reassured us they’ve worked with our venue before. Let me repeat that: a 20 room block for 250 people. Do the math. If that’s not bad enough, our guests would call to book a room and the front desk would just say “that block is full” and not let guests know that there were other rooms available to book. I know this because I actually called myself to see what they would say. And when I asked them why they weren’t offering other rooms to our guests they couldn’t provide a straight answer. Terrible customer service at the front desk, absolutely terrible. Check in time is incredibly inconvenient, it’s not until 5pm. I was told by all of my guests that had rooms in the Clocktower that the rooms were absolutely disgusting, dirty, and full of mold. All of my guests that stayed there requested room changes immediately to stay in a different part of the resort. I cannot stress this enough, if you’re getting married, stay far far away from this hotel, unless you like having extra stress during...

We enjoyed our out stay here. Room was fairly clean... not spotless, but adequate. The grounds are very well-maintained and make the area a beautiful place to visit. Young girl at the front desk was nice and friendly but wish she would have taken the time to explain the resort a little better. She gave us all the informational fliers which we took to our room and read so wasn't a big deal. We were there during the week in July (Wed-Fri) and they ran the Hemlock chair lift from 4-9pm each evening. We, along with many others I noticed wished they would have offered it for a longer period each day. There are several walking and mountain biking trails on the top of the hill which I loved going down. The best bike trail in my opinion was the light blue trail. Do not attempt if you have never biked down a mountain before. However, if you're an experienced rider, you'll have a blast. Pick up a map at the Adventure Center at the bottom of the hill. They will expain some of the trails even if you don't rent a bike from them. The indoor/outdoor pool area was very nice. There are 2 hot tubs as well. Pool is on the back side (west side) of building so there is plenty of sun in the afternoon. Kids had a blast! We ate at the 2 on-site restaurants, Everett's and 40 Acre Tavern. The food at Everett's was just OK. Staff was a little short-handed the evening we were there but our waitress, Becky, did a great job to keep up with everything. The next night we went to 40 Acre Tavern. The food there was a little better, though not as good as I would have hoped given the price. I could tell the $24 salmon was a pre-packaged piece of frozen fish and was dried out. Good drink menu though. The place can get quite loud at dinner time when it gets busy. I like that kind of atmosphere but I know some might not. Overall, we enjoyed our brief 3-day, 2-night visit. There are a ton of activities for kids of any age. Or, you can simply find a chair to kick back, relax and...