Beaver Valley Lodge — Hotel in Leavenworth

I would like to share a deeply disappointing experience with the staff, General Manager, and the overall handling of customer service at this property, particularly with regard to their insensitivity, unprofessionalism, and retaliatory actions. I am writing on behalf of a family friend who recently stayed at this lodge, requesting my assistance voicing their concerns due to a language barrier.

First and foremost, the review submitted on Booking.com was written with the help of a translation tool, which unfortunately did not convey the intended message as clearly as it could have. There was no intention to offend. The primary concern raised in the review was the lack of accommodation, despite providing advanced notice for a quieter, corner unit due to previous noise-related issues. Rather than addressing the genuine concerns, the General Manager responded with an overly defensive and confrontational reply, even going so far as to ban the guest from the property.

It is profoundly unprofessional for a business—particularly one that claims to be of a certain caliber—to retaliate against a guest who is merely offering honest feedback. What’s most concerning is that instead of seeking clarification or understanding the customer's perspective, the General Manager opted to escalate the situation without attempting to resolve the underlying issue. Miscommunication due to a language barrier should have been seen as an opportunity for understanding, not as a pretext for issuing punitive measures.

Furthermore, the General Manager justified their retaliatory response by claiming, "they will not tolerate abusive behavior towards staff." This accusation is deeply troubling. Is leaving a review considered abusive behavior? In what way does respectfully providing feedback constitute abuse? This line of reasoning appears to be an attempt to distort the truth, turning valid criticism into a personal attack to justify their reaction. Reviews are not a form of abuse; they are a tool for customers to share their experiences and for businesses to improve. By framing honest feedback as abuse, the lodge is accelerating its narrative to avoid accountability.

This response raises serious concerns about how management at this property values guest feedback. A successful business should prioritize constructive engagement with its guests, ensuring that misunderstandings—especially those stemming from language barriers—are handled with care and professionalism. Instead, the decision to ban a guest for providing honest feedback demonstrates a reluctance to engage with any critique that doesn’t align with the image the lodge wants to project. While they claim to welcome feedback, it seems they only tolerate reviews that flatter them or make them look good. This approach not only undermines the integrity of customer reviews, which are meant to represent a range of experiences but also suggests a form of discrimination, as guests who struggle with language barriers or cultural differences are more likely to be unfairly labeled as problematic or "abusive." By silencing valid concerns, the lodge discourages honest dialogue and perpetuates a culture that penalizes guests who do not conform to their preferred narrative.

We strongly urge the lodge to reconsider its approach to guest relations and reviews. Feedback, whether positive or negative, should be viewed as an opportunity for growth, not as a threat. We hope this experience encourages future guests to be aware and prompts the management to reflect on how they engage with their paying customers.

We will not be silenced, and we expect better from a property of...

Every 2 years my extended family gathers somewhere in the continental USA for a reunion. We typically number between 40 and 70. This year was a smallish reunion around 45 people. a bunch of us stayed at the Beaver Valley Lodge while others camped or stayed with relatives in the area.

For those of us at the lodge, we rented the Home Suite along with 3 other rooms. The Home Suite was hands-down the best reunion central we have ever had and we have been doing reunions since 1994. Home Suite included 4 queen bedrooms and 4 twin beds in the game room upstairs and the two downstairs double queen rooms, each with their own outside entrance as well as an adjoining entrance to the main suite. These rooms include a small kitchenette and a bathroom and are handicap accessible. My son is quadriplegic and is in a power chair. He was very comfortable in his room with 36 in. doorways making movement very easy.

Home Suite is stocked for 20. 20 plates, glasses, forks, etc. 20 seats around multiple tables arranged together for large family meals. They have wireless internet with pretty good bandwidth. We had a little difficulty connecting some places but my son brought his own router that included 2 wireless access points which gave us excellent coverage throughout. I was able to stream movies for family entertainment in the evenings from VUDU.

The Eileen Suite upstairs is gorgeous. It is a very spacious room with a very large master bath that includes a standard shower/tub as well as a gorgeous claw foot tub. The other 3 rooms are much smaller but still have enough room to comfortably fit a queen bed and night stand.

The immediate area is also appealing. There is a great little cafe with yummy food, the Plain Hardware store, and a small grocery store. Fishing, hiking, swimming, and boating are just a short way away. Leavenworth is just 20 minutes away where you can find all of the amenities. Try the tubing on the Icicle River (yes it earns its name :)) or the 15 and under fishing pond stocked by trout unlimited.

Finally, there is the staff. They mostly left us alone. They checked in on us when one of our guests brought a dog (no pets) but we explained the it was her service animal so that was not a problem. Other than that they were there when we needed them but respected our privacy otherwise. Did I mention the 10% veteran's discount? You bet. The Beaver Valley Lodge family respect what veterans have given in the service of their country and they want to give a little back. If you are looking for a getaway or a gathering, I can't imagine a better place to do it than Beaver Valley Lodge. I and my crew...

I found this place online. I read the reviews and looked at the few pictures that were posted. The reviews were good and their ratings above average to excellent. When I pulled up I was in awe of this place. The photos online didn't due this place justice. I arrived around noon, check in is 3pm. Michael who was |working the desk said it wasn't a problem and proceeded to check me in. He explained the grounds and what was near by. He showed me my room and explained how the thermostat worked and the tv (cleverly hidden behind a cupboard).|Michael was not only professional, he was very kind and friendly. Since I have a difficult time getting into a tub because of my disability, he even offered to remove the sliding shower doors for me to make it easier to use the shower. I didn't want him to go to all that trouble, it was a challenge but I managed. |My room was so cute, better than the online photos. My room had two queen beds, a built in desk & chair, a small table with chairs, and even small kitchen area; this included a small coffee pot, coffee, salt & pepper, dishes and silverware for four, dish towels, dish soap, a microwave, and a small fridge. The TV was hidden inside a cupboard along with a DVD player and a few table games. The beds not only had homemade quilts on them, they were very comfortable to sleep on as well. The courtyard was beautiful. It included a large chess board with all the pieces that two people can play. The gazebo was something out of a book, very quaint and fairytale like. The fountain is very relaxing. This entire place was amazing. |I love my coffee, I got mine next door at the The Plain Hardware store. Not only are they a hardware store, they have a cute gift shop, excellent baked goods and coffee. The people working there are very nice...