The Lodge at Jackson Hole — Hotel in Jackson

Absolute HORRIBLE experience. DO NOT BOOK HERE!

I travel often and am accompanied by a Registered Service Animal. Prior to booking, I called the resort and requested information for what type of documentation would be necessary (Per ADA law no verification paperwork can even legally be requested however, I typically call before staying anywhere as a courtesy and so that I can assure no problems or questions occur at the time of check-in, especially in many cases since I travel far from my home base in California.) I was assured over the phone there would be no problems and a Doctors note would be sufficient. Upon arriving for check-in at The Lodge, the customer service agent informed me that my Service Animal would not be permitted. I let her know that I had called many weeks in advance and regardless she could not legally deny access to booking a room as a result of my Service Animal at which time I gave her a letter from my doctor and requested to speak with a Manager for the hotel. The customer service representative then proceeds to tell me no Manager is available and that my doctors note was insufficient repeatably asking who I had talked to weeks before stating “no one here would tell you that” as if I were lying to her. I requested to speak with the Manager once again and was greeted by Diego. As an individual in Management of a Hotel I would have expected Diego to know basic ADA regulations, but was poorly mistaken. Diego began arguing with me in front of entire lobby of guests attempting to check-in. He requested a second form of verification for my Service Animal, in which I provided and then proceeded to ask me “what was wrong with me”, loudly in front of the entire lobby. I was completely floored, knowing very well that a question of this nature was not only completely uncalled for and private but downright ILLEGAL, but having just traveled 15 hours in a car, exhausted, and panicked that I would be basically without anywhere to stay after having just spent $2,200 to stay here for 5 days, told him specifically the details of my disability. Diego responds “Fine, I’ll make a one-time exception” and proceeds to allow the front desk attendant to finally check me and my family in.

After finally receiving keys we made our way to the rooms booked and were astound to find that The Lodge seems to be in extremely poor condition. The overall esthetic seems to be on the verge of a Motel running by the false “Lodge” name. The hallways have dirty carpeting, smell musty and are dark. The room felt dirty and poorly kept. I sat on the bed and just cried. I had such high hopes for this beautiful vacation planned in Jackson Hole and everything from the get go was overwhelming disappointing. My family, also enraged by the complete lack of customer service and just general human decency, discussed right away about not being comfortable in such a horrible establishment. Luckily, I was able to go right back to the front desk and requested a full refund to stay elsewhere. They did not apologize or try to make the situation at all better and was quick to just give us our money back and shoo us out the front door.

All-in-all it was a blessing in disguise. We were able to book two rooms within 5 minutes at the Snow King Resort and had a wonderful experience.

I hope this review can bring awareness to the complete lack of leadership for this Hotel. Not only is this is a lawsuit waiting to happen, but no one deserves to be treated the way I was.

Response to Owner 3.24.2021 -

Your response is an exact demonstration for the complete lack of empathy, respect, knowledge and professionalism I received at the time of checking into your establishment, which is blatantly clear with your response to all other poor reviews. Shame on you! You and your team take absolutely no accountability and/or responsibility for your poor service and disgusting...

On June 24, 2021 I booked a King Premier room for 3 nights in September. I and my wife were celebrating our 40th wedding anniversary. I had extremely high expectations that this would be an amazing stay for our celebration. We checked in early on Monday the 20th and quickly headed out for our first amazing hike around the Grand Teton range. We returned later that evening. While the room was clean, we had no washrags, hand towels, shampoo or conditioner. We took a quick shower, anyway, and noticed that there was black mold throughout the shower area. We also noticed that the tile on the shower floor was installed improperly leaving a big puddle of standing water in the shower. As a physician I am familiar with the risks of black mold exposure but felt that I could report the mold problems on Tuesday morning, and it would be resolved. I spoke to the assistant manager in the morning was told she would communicate with housekeeping to clean up the mold. I then left for the day to enjoy Yellowstone NP. We returned to our room in the late evening and much to our dismay, the mold had not been cleaned up. I rushed to the evening desk clerk who told me that there was documentation that housekeeping had been contacted but that she had no authority to clean up the mess and no other rooms were available for us to stay. We skipped our shower that night to avoid further exposure. The next morning, I once again approached the morning desk clerk who kindly informed me that he would communicate, again, with housekeeping and resolve the mold problem. We headed out for a long 11-mile hike around Jenny Lake. Upon our return, we found clean linens and a moldy shower. We checked out the next morning.

I wish to go on record to state that I am extremely disappointed with my stay at the Lodge. After we left the Lodge, we stayed at various other hotels, VRBO homes, AirBNB homes and cabins. The priced ranged from $129 to $275 per night. All were clean and mold free. All provided personal care items as well.

I work extremely hard and very long hours for what I earn; when I pay over $500 per night to stay in a hotel, I have very, very high expectations. These expectations were not met. When I brought my health concerns to the Lodge staff, they were not addressed appropriately. Unfortunately, what started as an exciting anniversary celebration, ended with great disappointment. I cannot recommend the Lodge to my colleagues, nor can I reconcile paying such exorbitant fees for a...

This hotel waited until the beginning of their busy summer season to resurface their parking lot. They have a nice, large, ample-sized lot, but during the entire week of our stay in early May 2021, they had approximately half their parking lot blocked off. Most days, upon returning to the hotel from various outings, we had to move several pylons simply to turn around and exit the lot, as there wasn't even enough room to turn around. Several times, we simply moved their orange pylons, turned our truck around, and moved the barriers back, just to be able to turn our vehicle around. On our last night there, at the end of an entire week's stay, at the cost of over $1,700, upon returning to the hotel after dinner, there were literally no parking spaces in their lot. When I complained to the front desk staff, I was told that I could park across the street in their conference center lot. There were no spaces there either. Nor were there any spaces in the street anywhere near the hotel. As we drove around trying to find a parking space, more and more hotel guests were returning to find the same situation--no parking available. The hotel simply arbitrarily blocked off at least half of their parking lot, with no concern for how many guests were staying at the time, and not providing enough spaces for them to park. For two days prior, we noted that the parking lot had been blocked off and already resurfaced, but they simply hadn't painted the yellow parking space lines, despite perfect weather both days. The staff showed no concern whatsoever for the inconvenience of their guests. And, the worst part was that the hotel desk clerk on our last night (May 7) threatened to tow my vehicle if I parked beyond their plastic pylons. This is how you treat your guests that are spending thousands of dollars to stay at your hotel? I wish I could give zero stars, because that's what you deserve for this nonsense. I will certainly visit Jackson, WY again, but I will never again stay at this hotel. And, I strongly advise others to look elsewhere for a hotel that manages their property with more common sense and shows more respect for their guests. The Lodge at Jackson Hole owes us (and a whole lot of other guests) an apology for this completely unnecessary inconvenience, and us specifically for the rudeness of their staff. Seriously, you're going to have your guests' vehicle towed because you refused to move a couple of pylons so they could park in your own empty, but...