The Grand Idyllwild Lodge — Hotel in Idyllwild-Pine Cove

First, I want to start off by saying that I’ve never written a negative review. I also have worked in the hospitality industry for over 25 years, directly engaging with hundreds of hotel owners and managers.

We booked the largest room in The Grand Idyllwild Lodge for four nights following our wedding Aug 6th. We paid full price and spent money for spa treatments as well. The second day, while we were out hiking, I received a message on my cell phone from Trisha, whom I never met, stating that we had discolored the towels and that we might need to pay for damages if the laundry doesn’t get the marks out. The call was made prior to even laundering the towels. She also said that they could deliver black towels to the room. This was disruptive to our honeymoon and punitive. We used a personal lotion that has never left marks on our towels or linens at home. We used the lotion only once and never again after the phone call.

I walked into the lobby to speak with someone. No staff member works out in the lobby or common area so it already feels cold and empty. I rang the buzzer and spoke to Amy. She is the only staff member we ever saw. I was kind and played the message I received from Trisha asking, "Do you see how this can be disruptive to a guest, especially on their honeymoon?" She was nice and understood but had no power to change the customer experience.

We did not complain that half the shower door had been removed so naturally water would get on the floor. We had no bath mats so when we asked for one, we got more hand towels. With that said, towels will be on the floor. We did not complain that the light under the microwave was out so we could not see well to cook dinner. We were respectful.

So when I got home, I was shocked to see a charge for $43.75 on my credit card. This charge was not approved or signed off on. When I called the lodge, Trisha answered. She defended the charge for towels they could not completely clean. We spend more than $2,600.00 for four nights, but she felt justified in charging for the towels, which was more important than the customer experience. She even sent me an email listing every linen and towel that had a mark on them, even if they came out clean in the laundry. This email felt invasive and rude.

I was able to reach the original builder of the lodge and previous owner/manager. He was surprised at the charge and said that he would never have charged for towels as the manager. He said he would contact the current manager, Nathan, and have him call me. Nathan never contacted me. Fortunately, I disputed the charge with my credit card company that also was surprised at the unreasonable charge.

In all of my years in hospitality, I’ve never heard of or experienced such a ridiculous encounter. It is truly unbelievable. I write this as a warning for people booking this lodge who want a first-class experience. The employees bring out the heart and soul of a place. This experience was cold and unfeeling. They even knew we were on our honeymoon. We will not stay here again. We will not...

First, I want to start off by saying that I’ve never written a negative review. I also have worked in the hospitality industry for over 25 years, directly engaging with hundreds of hotel owners and managers. ||||We booked the largest room in The Grand Idyllwild Lodge for four nights following our wedding Aug 6th. We paid full price and spent money for spa treatments as well. The second day, while we were out hiking, I received a message on my cell phone from Trisha, whom I never met, stating that we had discolored the towels and that we might need to pay for damages if the laundry doesn’t get the marks out. The call was made prior to even laundering the towels. She also said that they could deliver black towels to the room. This was disruptive to our honeymoon and punitive. We used a personal lotion that has never left marks on our towels or linens at home. We used the lotion only once and never again after the phone call. I walked into the lobby to speak with someone. No staff member works out in the lobby or common area so it already feels cold and empty. I rang the buzzer and spoke to Amy. She is the only staff member we ever saw. I was kind and played the message I received from Trisha asking, "do you see how this can be disruptive to a guest, especially on their honeymoon?" She was nice and understood but had no power to change the customer experience. ||||We did not complain that half the shower door had been removed so naturally water would get on the floor. We had no bath mats so when we asked for one, we got more hand towels. With that said, towels will be on the floor. We did not complain that the light under the microwave was out so we could not see well to cook dinner. We were respectful. |||| So when I got home, I was shocked to see a charge for $43.75 on my credit card. This charge was not approved or signed off on. When I called the lodge, Trisha answered. She defended the charge for towels they could not completely clean. We spend more than $2,600.00 for four nights, but she felt justified in charging for the towels, which was more important than the customer experience. She even sent me an email listing every linen and towel that had a mark on them, even if they came out clean in the laundry. This email felt invasive and rude.|||| I was able to reach the original builder of the lodge and previous owner/manager. He was surprised at the charge and said that he would never have charged for towels as the manager. He said he would contact the current manager, Nathan, and have him call me. Nathan never contacted me. Fortunately, I disputed the charge with my credit card company that also was surprised at the unreasonable charge. ||||In all of my years in hospitality, I’ve never heard of or experienced such a ridiculous encounter. It is truly unbelievable. I write this as a warning for people booking this lodge who want a first-class experience. The employees bring out the heart and soul of a place. This experience was cold and unfeeling. They even knew we were on our honeymoon. We will not...

Love the property managers, Nathan & Aralia, both of whom go way above & beyond the call of duty... Not as much in love with the actual lodge. For nearly $400 a night we were underwhelmed. Our room had views of concrete ramps and the parking lot. It had pretty woodwork & a large, modern bathroom, but nothing special to enjoy like a soaking tub, & the rainfall shower didnt have enough water pressure to be used. The advertised "romantic" fireplace is a funny electric one not even as nice as the Netflix versions. The noise from above is very loud & our upstairs neighbors must have felt the same because they kept their bathroom fan running all night, which we could easily hear (& feel.) Though we booked a room that sleeps 3 we were charged an extra $50 per night for our teen to sleep on a fold out chair. If you are only 1 person in the room they do not deduct $50 from your bill, so not sure of the reasoning for this extra fee. The weekday breakfast is only continental, so that cant be the reason for the extra fee?? There is A LOT of road noise at this location as it is near a hill with a stop sign so the propane & garbage & construction trucks must brake very loudly. And there is a project happening next door so hammering, drilling & loud music accompanies you as you sit out on the common deck with your morning coffee. It's just that, at this price point, we stayed at the JW Marriot in Santa Monica & had a beautiful swimming pool, hot tub, firepits eberywhere, outdoor bar, a beachfront balcony & (free) use of the hotel bicycles. At this lodge all you get for the price is a hotel room (albeit with beautiful woodwork & lovely common areas.) However, I can still see why some visitors may enjoy this place..especially if you live in a quiet, small, or rural area & enjoy some noise & commotion & really want to be only steps away from the adorable, charming village with its great restaurants & cute shops and truly lovely people. The lodge is just not our cup of tea since we were hoping for a quieter vacation. Live & Learn (and Idyllwild is absolutely worth a visit so...