The Lodge At Stillwater — Hotel in Four Corners States

My husband and I recently stayed 2 nights at the Lodge at Stillwater for a wedding. I was extremely disappointed with the customer service offered by this establishment.

To begin, when my husband called to make a reservation, he was told that he would have a confirmation emailed to him. After waiting a week or so for said confirmation to arrive, he called back, confirmed they did indeed have the correct email address and was again told a confirmation would be emailed to him. Again, nothing. After several more calls, we FINALLY received an email confirmation nearly a month later. This should have been a sign....

Upon arrival, the front desk staff (while not outright hostile) was certainly apathetic, but we received our room keys and were told that the bill would be taken care of with the credit card on file (from the reservation). We had booked a two-room suite to share with another couple in the wedding, and the rooms were nice enough, although nothing spectacular. However when my husband went to turn on the TV in the main room, he discovered that there was no HDMI cable connecting the TV to the receiver. When he went to let the front desk know (and to ensure we weren't charged for it)....he was again met with more apathy. We never did get a replacement cable.

This set the tone for the rest of the trip. In helping set up for the wedding, we found the front desk staff to honestly be the least helpful they could possibly be, not to mention their perpetual nasty attitude.

I will say that the event planner who was helping with the wedding WAS phenomenal. She was cheerful, helpful, and personable. She really did an absolutely fantastic job, and was there cleaning up at the end of the night with the same chipper attitude and happy smile that she had worn at the beginning of the day. We were very impressed with her, as well as with the bartender who worked the wedding.

Finally, as a culmination of the really terrible customer service that seems to be the norm with the Lodge at Stillwater, two days after we returned from the trip, my husband received a call saying from someone at the front desk claiming that they 'must have entered the credit card information incorrectly' because it wouldn't run. When told this seemed slightly fishy to us, the representative on the phone informed us that she would 'take us to small claims court'. My (nicer than I am) husband re-gave her the credit card information, and we have since found out that something similar happened to at least 3 other groups staying at the Lodge for a wedding. Apparently incompetence as well as rudeness are what Stillwater employees are trained in.

Also, despite the lovely pictures on the website, this place is not situated prettily against the lake or nestled against the hillside. Rather it is right off the highway, as in our room gave us a lovely view of cars traveling by. Overall extremely disappointing.

I can't say I would recommend this place for it's location while I absolutely can say I would NEVER recommend anyone stay here due to its shoddy practices with credit cards as well as its abysmal customer service.

Do yourself a favor and stay...

I think your experienced at this Lodge will highly depend on the owner of your unit and how you book the property. We had booked Unit 2059AB through the Travel Advantage Network. Communication with TAN was good. Check-in and check out was to be directly in the room. The property management company sent out instructions for entering and exiting the room to TAN who forwarded them to us. When we arrived at 8pm, however, the front door to the lodge was locked and required a code for access. None of the communication from the property or unit owner told us we needed a separate access code to the building. We called TAN and they were able to track down the information. They also told us there was a parking garage, but it took us awhile to find it. Again, no communication from the property or unit owner told us about this. There was absolutely no one present that we could talk to at the property with questions.||||The room was subpar for sure. The bed was hard as a rock and the pillows super lumpy (I think Motel 6 has better beds than this unit). I've never written negative reviews for places but my back and neck were so sore from being here that I had to make others aware. Our unit had one side with a king bed and the other side with a sleeper sofa. There was only 1 sheet and 1 blanket (no pillows) for the sleeper sofa side. No additional sheets or blankets for the king bed at all. The carpet was horribly stained and the pots/pans were Teflon and full of scratches so you couldn't use them.||||This unit also only had 1 extra set of towels and no maid service during the visit so we had to use dirty towels at the end of the week.||||Finally, this unit also did not have any instructions on how to access wifi (if there was any) or where to put your trash. Also, the pool and spas were to be open from 9am to 9pm. We went out one night at 8:20 and right as we were getting in, the automatic pool cover started to close to shut it down. We could not find anyone around to talk to about this. All of the spas had covers on them the entire time and were never open either.||||It's very sad that the unit and the communication with management was so horrible because the lodge itself was cute and cozy. It has potential to be a great place but Unit 2059AB definitely left a bad taste...

Stillwater lodge 3067 is a well furnished, comfortable unit - but Moose management (rental manager) is miserable to deal with!||Upon checking in at nearly midnight, neither of the 2 furnaces worked. The temperature was 59 degrees, and went down to 55 that night. One furnace was repaired the next day, but a part needed to be ordered for the other furnace. Moose informed me "The main room furnace should be sufficient to heat the condo" but that requires the internal door to be open, with hot temperature in one area and lower in the other area. Having the internal door open means NO privacy between rooms. ||||Moose told me "If any refunding is available, it will be determined and provided after the stay." ||Upon contacting them after check out for a partial refund, Moose said "Your special request is being reviewed." and then "As long as the heater in the main room is on, all rooms will be warm. The second heater is just extra. It’s not needed and not necessary to heat the home. No refunding is available if there’s a functioning heater in the home. The main room heater, which is more than enough, was discovered to be working properly with no issues." THAT is untrue; it was NOT 'working properly' (but was subsequently repaired). Why would a builder put in an additional (expensive) furnace if one furnace 'is more than enough'?||||Finally, Moose responded: "Asking for a refund for something that was taken care of quickly is not appropriate". Is that customer service??? ||The heat situation was not 'taken care of quickly' (not until 4th day of 6 night stay). ||Moose management has proven to be...