Brian Head Lodge — Hotel in Brian Head

My family and I have been visiting Brian head for the past three years, and we truly love it—it’s such a beautiful place to be.

Unfortunately, we had a very unprofessional, unsettling, and alarming experience with a worker named Mark P. When we visit, we usually enjoy playing pool, but we noticed it had been removed to allow for additional seating. Since we love playing card and board games as a family, we kindly asked if there was a room where we could play. A staff member graciously directed us to a room at the end of the hall on the lobby floor, which had tables and chairs. It was perfect, and we truly appreciated the accommodation—until the situation took a very concerning turn.

After about two hours in the room, Mark P. entered abruptly and rudely accused us of breaking an office chair, which had been positioned in a corner that none of us had even noticed. We immediately responded that the chair was already broken when we arrived. However, he proceeded to take out his phone and record all of us without our permission, repeatedly accusing us of causing the damage. This made us uncomfortable, and as he continued filming and scanning the room, he directly asked, “What is your room number?” and shortly after said, “That’s alright, I will find all of you.”

This was extremely alarming and unsettling, especially considering we have children in our rooms. Being told by a stranger that he would “find us” felt like a threat, whether intended that way or not.

Mark later brought in Zoe and ultimately asked us to leave the room in a very unprofessional manner. We acknowledge that we may have been a little loud while playing games, but we were unaware of disturbing anyone and would have gladly adjusted our volume if asked respectfully.

We also understand that there may be a language barrier, and perhaps Mark did not intend for his words to come across as threatening. However, the way he handled the situation—making accusations without evidence, filming us without consent, and telling us he would “find us”—felt deeply inappropriate and concerning.

It turned a super fun family get away to an anxious stressful and worrisome night. Unfortunately we will not be returning like we have for so many years

• Response to Manager * Looks like the owner has responded to my review with a disappointing reply and I would like address your response because it seems like you were told a different story by your staff members

--- Owners Reply--- "You were directed to be in a certain area. When your family was approached by a manager you were in a completely different area that was not ready and is not permitted without a reservation. "

I want to be clear—this wasn’t mentioned in my initial review, but since you’re placing the blame on your guests for being in the “wrong area,” I feel the need to address it. MARK and another staff member personally escorted us to that conference room. They showed us the room and explicitly told us we could use it. For you to now claim that it’s “alarming” to find us in the very room your staff escorted us to and gave us permission to use is, frankly, alarming to us.

Being treated the way we were—despite being given clear permission to use a small conference room—is disappointing. We were simply a family of six playing a harmless dice game around a table. To be treated so poorly for doing nothing wrong is sad, to say the least.

What’s even more concerning is that MARK, one of the staff members who personally showed us to the room and gave us permission to use it, later came in acting combative, rude, accusatory, and even threatening. He had the audacity to ask who let us in, despite being the very person who did so. To then be told to leave over something we didn’t do is absolutely mind-blowing.

It’s clear that the staff here lacks proper training on how to treat guests—and even worse, they seem willing to mislead their own management to cover up...

My stay at this hotel was honestly more stressful than I would have liked it to be. Upon check in our room had dog hair all over the couches and tables. So I had requested daily housekeeping to my room at 5pm day of check in (as you must request it before 10pm day prior to receive service) they informed me it would be taken care of. Also upon arrival the A/C unit in our room was making a very loud crunching noise so there was no way we could even use it. I also asked for this to be fixed same day of check in I was informed it would be taken care of. I was perfectly happy with this response and woke up the next day and left thinking everything would be taken care of. Surprise when we arrived nothing was done I called down and asked if my suite would be serviced as requested the day before they said no because it was already 5pm the housekeeping staff had gone home already but they will do it tomorrow. The A/C was still broken and the staff had also gone home apparently. Next morning left and came back again…no service and broken A/C. Called they told me to just come down and get more towels and to try again tomorrow. The next morning i didn’t trust that my room would be cleaned so I called again in the morning to make sure. I was informed that they would send someone up to ask me what I wanted. Huh??? I want housekeeping to service my room???? They agreed to just set me up for a full service. We leave again for the day and come back to see if our room was serviced and all they did was make the bed and replace towels which was fine however the same dog hair was still on our table and couches and all the trash was still there. I just kinda left it alone as I was on a vacation and didn’t want to worry about it. I called down to the desk and asked if I can have a late check out and the nice girl at the desk honored me with a 12pm late check out. Which honestly, she’s an angel. Awesome, before bed we checked with the desk once more to make sure we had the late check out which they confirmed. At check out surprise again they called at 11am while (I’m in the shower by the way) telling us we needed to leave. We informed them we were given a 12pm late check out and all they said was thank you for letting me know. Great. 15mins later knock on the door luckily my husband had gotten dressed first so he answered and guess who it finally is THE MAINTENANCE MAN WE HAVE BEEN WAITING 4 DAYS FOR!!!!! Although my husband was ecstatic to see him lol he had informed us he was told we had already departed the room by the front desk. He apologized and my husband informed him it wasn’t his fault at all and that we are leaving at 12pm. He left and after that we decided this hotel just isn’t for us or anyone else we know. We decided to just pack up as quickly as possible and get the heck out of there! Once we came down to drop our keys exactly at 12pm mind you, they saw us coming and made a comment asking if we were the room with the 12pm late check out I replied yes and they immediately said great because we’ve been calling you because it’s time. Great. Turns out they didn’t want us here as much as we didn’t want to be here. Thank you to everyone who assisted us although we left annoyed the staff still tried their best at being friendly and had this been a business trip or a trip were I wasn’t supposed to relax and focus on enjoying myself my stay would...

This will be a long review, but to put it in simple terms, do yourself a favor and don’t stay here. I have had the worst and most unprofessional experience with not only the hotel but most importantly with the hotel staff. I booked a three day trip at this hotel for this past week and upon arriving I realized that everything in the listing is a scam. Don’t stay here based on the amenities because half of them are false advertising. There is no working sauna, fire pits weren’t working, no fitness center, and half of the hotel is closed off for no apparent reason. Don’t even get me started on the broken glass window at the end of the hallway which is a complete SAFETY CONCERN. The hotel is run down, and the management is practically non existent. I had asked for the stay to be canceled and refunded less than an hour into being there, however the manger Emily wasn’t available that day to approve our request of a refund with no cancellation fees which left us no choice but to stay there that night until she could reach out to us the next day. Emily finally let us know a day later (not even directly but through the rude lady at the front desk) that we can cancel our booking and be refunded for two out of three nights with no fees, which we accepted and afterwards we had went on our way. Two days later they finally refund us but we see that we were refunded less than the full amount that we were owed. They charged us much more than we should have been charged for one night with a bunch of random fees that no one can explain. I have called Expedia over a dozen times and gotten nowhere with them. They said that they don't even know what these charges are and that Brians Head is responsible for them. Expedia is not able to issue a refund since the hotel collected the payment. I have tried contacting Brians Head Lodge directly several times and all it has lead to is a game of telephone. I am still waiting on a call back from Brianna the operational manager who is refusing to be responsive. We were told Brianna would call us after her meeting two days ago but we never heard from her. We contacted the hotel later that day and they said “oh sorry Brianna has left for the day, she is aware of the issue and will reach out tomorrow”. I STILL HAVEN’T HEARD FROM HER AND IT IS DAYS LATER . Expedia has also been trying to get a hold of her as well with no success. We have asked for a full refund at this point because of the issues we’ve had and the stress endured. I want my money back and wish I could get my time back for the countless hours of calls leading nowhere, with no one willing to help. Brianna and Emily I am still waiting to hear back from one of you and am astounded by your unprofessionalism. Based upon other reviews it is sad that I am not the only one that has had a horrible experience with the staff and management of this establishment as well as their false advertising. It’s a complete shame and I have no idea how this place is still in business.

UPDATE: the fact that the only response from Brians Head Lodge is a fake apology with no real resolution of any issues is all you need to know to see what kind of hotel they are. If you were an establishment who cared about your guests you would have someone reach out and fix the issues. I want my refund, your apology is...