Mountain Top Inn & Resort — Hotel in Durand

Very friendly and helpful staff however, this lodge could use some improved management. Upon arrival, we were warmly greeted and given basic information at the office, which is about a mile from the actual lodge. When we returned to the lodge, the key we were provided would not open our room door. They were double glass, French doors and even though both my husband and I tried, we could not get the door to open. The deadbolt appeared to unlock, but the door was stuck. We called the office as we did not want to damage the glass doors. We were told that they knew that the doors had a problem and needed repair (really?) We were told they would send someone out. After driving 6 hours, being hungry, we were not too keen on waiting around, but someone arrived in about 10 minutes. She also could not open the door. At that point the Staff member said she would get the assistant manager, who was on site. The assistant manager then tried to open the door and also had great difficulty. Finally, she kicked at the base of the door and the door flung open. The first staff member remarked that she did not want us to have to deal with that all weekend and we agreed. She opened up another room for us so we could move our luggage in but informed us we’d have to pick up the key up from the main office (as she and the assistant manager were leaving for the day.) So, I had to get in the car, head to the office and pick up the key for the new room. The staff member at the office was very apologetic. When I politely asked if everyone knew the door was defective, why would they rent the room out? She replied that they had “already replaced the lock and that other customers had had no problem with it”. |Well, all I know is that 3 of us could not get it open and the assistant manager had to about bust the door down to get it open. Not a good start to the vacation. It was my husband and my anniversary and after driving for over 6 hours, being tired and hungry, this was more than a little annoying. The room they moved us to was a nice room but inside the dusty heart-shaped Jacuzzi tub was a handwritten piece of paper that said “out of order”. We had to laugh. |Outside our room were lovely log benches but not one for each room, so people that were staying in the room next to us sat right outside our window and talked into the evening. Jars with dead bugs hung all around the property which we guess were were to trap the bugs. It looked like nobody had emptied them in weeks. Rafters above us In the showers, had multiple cobwebs hanging from them. |My husband‘s biggest complaint was that the beautiful view outside the lodge looking towards the mountains, became a like a lit baseball stadium at night. Huge, bright lights lit up the whole back area like a major league baseball stadium. Not sure what the reason is for such excessive lighting unless they have had security problems in the past, but thank goodness they did have blackout curtains in the rooms as the lights stayed on all night. With proper management, these issues can be easily fixed. The location to this lodge is wonderful and again, the staff was courteous and responsive to our key issue, but should’ve known better than to rent out a room that had problems in the past with the door sticking. Would probably seek lodging...

Very friendly and helpful staff however, this lodge could use some improved management. Upon arrival, we were warmly greeted and given basic information at the office, which is about a mile from the actual lodge. When we returned to the lodge, the key we were provided would not open our room door. They were double glass, French doors and even though both my husband and I tried, we could not get the door to open. The deadbolt appeared to unlock, but the door was stuck. We called the office as we did not want to damage the glass doors. We were told that they knew that the doors had a problem and needed repair (really?) We were told they would send someone out. After driving 6 hours, being hungry, we were not too keen on waiting around, but someone arrived in about 10 minutes. She also could not open the door. At that point the Staff member said she would get the assistant manager, who was on site. The assistant manager then tried to open the door and also had great difficulty. Finally, she kicked at the base of the door and the door flung open. The first staff member remarked that she did not want us to have to deal with that all weekend and we agreed. She opened up another room for us so we could move our luggage in but informed us we’d have to pick up the key up from the main office (as she and the assistant manager were leaving for the day.) So, I had to get in the car, head to the office and pick up the key for the new room. The staff member at the office was very apologetic. When I politely asked if everyone knew the door was defective, why would they rent the room out? She replied that they had “already replaced the lock and that other customers had had no problem with it”. |Well, all I know is that 3 of us could not get it open and the assistant manager had to about bust the door down to get it open. Not a good start to the vacation. It was my husband and my anniversary and after driving for over 6 hours, being tired and hungry, this was more than a little annoying. The room they moved us to was a nice room but inside the dusty heart-shaped Jacuzzi tub was a handwritten piece of paper that said “out of order”. We had to laugh. |Outside our room were lovely log benches but not one for each room, so people that were staying in the room next to us sat right outside our window and talked into the evening. Jars with dead bugs hung all around the property which we guess were were to trap the bugs. It looked like nobody had emptied them in weeks. Rafters above us In the showers, had multiple cobwebs hanging from them. |My husband‘s biggest complaint was that the beautiful view outside the lodge looking towards the mountains, became a like a lit baseball stadium at night. Huge, bright lights lit up the whole back area like a major league baseball stadium. Not sure what the reason is for such excessive lighting unless they have had security problems in the past, but thank goodness they did have blackout curtains in the rooms as the lights stayed on all night. With proper management, these issues can be easily fixed. The location to this lodge is wonderful and again, the staff was courteous and responsive to our key issue, but should’ve known better than to rent out a room that had problems in the past with the door sticking. Would probably seek lodging...

Manager Michael Ball was grossly negligent & non compliant to resolve a safety hazardous issue in the lodge room main level room 16. We were on a late check in on 09/30/22 and told that all lodge rooms were fully booked when we requested 2 beds due to our 93 yr old handicap father. Instead he degraded us into an inn room that was not the standard condition that we booked online at the internet rate issued by their website. He did say that a double queen room in the lodge just checked out. Yet he refused to accomodate us due to no available cleaners. He said due to a wedding all lodge rooms were fully booked, so we accepted the 1 king size bed for 3 people. A front desk employee witnessed this false information given to us. He then tried to upsell us a 3 bedroom cabin by increasing our original price by $300. On arrival room 16 located on a corner unit of the main level lodge had a sign stating the jacuzzi was inoperable. Further we reported by phone to him that the the toilet overflowed and the bathroom sink did not properly drain by rental building code standards. Our main complaint was when our elderly father tripped over a 4 inch sharp steel bar that was protruding from the left bottom of the king bed. There were 3 hazardous steel bars making it an OSHA safety hazard for rental. He further lied to us as we checked out at 700am the next morning and there were several rooms unoccupied. He discriminated and harassed us by stating that we paid for a discounted room directly from their website which was not disclosed at the time of booking. The major complaint is his negligence of handicap HIPAA privacy act. As he repeatedly harassed us that our elderly father could walk and was not handicap. He was adamant that the only way to file a report was for us to drive 40 miles roundtrip from our new location. Which was the closest facility that we got medical attention by the local firemen/paramedics documenting his injuries and advised us to report this incident and to keep him immobilized and follow up with xrays. On several attempted phone calls he hung up the phone twice and refused to refund us fully. We were inconvenienced to outlay further hotel expenses. Due to the safety negligence, wrongful misjudgment and discrimination we were subjected to. None of his employees were willing to disclose the resort owners name accept that they live in FL. And kept directing all complaints to Manager Michael Ball. Who has not reached out to us to resolve this critical incident. The check out invoice we requested was falsely documented placing us in Rm 15 with a late check out on 10/01/2022. We dropped Rm 16 keys in the box at 0700 on 10/01/2022. Witnesses at our business event documents our arrival at 0730. We are filing our documented reports of this intolerant violation of safety standards and negligent customer service to all proper agencies and social media to ensure Michael Ball Manager and Mountain Top Inn & Resort located in Warm Springs, GA are made accountable for this severe misconduct in their wrongful dealings with an...