The Village of Loon Mountain — Hotel in Lincoln

Was not impressed at all. I called the day before to confirm pool usage if we arrived early of 4PM check in. I was told that was no problem. Then on day of check in we arrived 15min early and were told the room wasn't ready just yet. We went and grabbed a quick bight to eat, then went to the desk at 4:15pm and we were informed that the room wasn't going to be ready until after 5pm, maybe closer to 5:30 because of school vacation and a lack of employee's working. So we had PRE-PAID our stay and a CHECK IN TIME, not reservation, but CHECK IN of 4PM......not 5:30pm. We then waited patiently in waiting area and/or game room with our kids, then at 5:15PM we were told that "the GM is inspecting the room now." While we were waiting I decided to step outside and make a quick call requesting to speak to the GM and I was told "I'm sorry but the General Manager is not here today. Well which is it??? GM is not here or the GM is inspecting rooms? Once we finally got into our room we had to immediately change to leave for the Ice Castles for our 6:30PM arrival time there. The dish washer was running (rules states run before you check out at 10am), bathroom was not fully clean (hair every where & toilet was dirty on the outside). We then left and arrived back at the room at 11PM and our kids were both out cold. We removed sofa cushions to find that the pull out was NOT MADE UP, and the blankets and sheets were just thrown in the drawers, not even folded nicely. When I inquired with the front desk employee's as to why the hide a bed was not made up I was informed that "we supply sheets and blankets, you need to do the rest" in an extremely disrespectful tone as if I was bothering them for asking. This is the ONLY resort/hotel I have EVER stayed in that knew of 4 persons staying, 1 bed in the room, but REFUSED to make up the sofa bed. Also noticed, toys and game pieces along with crumbs under the sofa as I was making up the bed and returning it to being a couch. We had been told we could check out at 11am since we didnt get in until after 5:30, but when I went to check out I was told (again, very snotty) "Check out is at 10....not 10:45, not 10:50, and not 11:05!!!! I will say this....2 positives, our fire place was working where some did not, and the view of Loon Mt. was breath taking. Definitely need to have customer service training for the employee's tho. They'd need to really apologize and make me feel appreciated if I was to ever return and hand over $ before even...

We love visiting this part of NH and we come at least once a year to the White Mountains. This is the third year we have terrible weather during the Christmas Break and we have decided it will be our last year coming at that time. The resort is within great proximity to the ski hill but the skiing is outrageusly expensive if you don't have great weather, especially as Canadians. The resort has no impact on the weather but they do have an impact of what there is to do when not skiing and it is pretty disappointing. Other than an info sheet of local activities (mostly outdoors and not helpful when raining) there is the pool. There are no activities at all going on and nothing else to do on the grounds. The unit was large enough and we were happy with the 2 floors, baths and beds, so at least we were not in each other's hair all the time given we spent a lot of time in the unit. The cleaniliness was a fast job and our table and dishes were not clean, nor was the garbage area in the unit. Having to strip beds and round up towels at the end of our stay was a bit of a hassle but not the end of the world - that said, it was frustrating to see a tip envelope with a cleanish unit and a bunch of jobs on us (sheets, towels, recycle, garbage, rewashing dishes and tables, no mid-week clean or automatic towel exchange). We did have just about everything we needed in the unit, which was great. Parking was also right at the unit. Be aware that they are not necessarily open at reception at the times posted - we went in to check out (3 days early because of the abysmal weather and lack of activities) 45 minutes before the 8pm close and they were already all locked up for the night. Overall, if you are going to have great weather to ski, want to hang out in your unit or go in the summer when there are more activities, this place is great. If you plan to go in the winter and cannot ski, I...

Poor experience with staff, but never got to stay!

We were excited to book a reservation through their website a few weeks in advance and seemed to get a great deal 'pay for 4, get 5 nights' deal.

On the long road trip up for our stay we called to confirm our room. We were told after a lot of searching that there was no record of our reservation. After some disbelief, we asked if anything could be done, and were then told the reservation had existed, but was canceled because our card was declined--and that my phone number and email did not work when they tried to reach out. False: the charge showed up on my statement, so it was clear the card had not been declined. And as most of us do, I frequently make online purchases with no problems, using the same phone number and email.

Instead we were offered a different room for about double the price. We said no thanks, and stayed elsewhere.

Once we got back I made a few phone calls to the Village, finally got a hold of the manager, who promised to look into it and would call me back. A week later, no call back. I called again and finally reached her. Explained the situation, was told that we were a 'no show,' and the reservation was in the system, thus attempting to shift responsibility to us. This was new as each time up till now we had been told they could not locate our reservation.

But she would talk to the regional manager and see if anything could be done and get back to me.

Again, a week later, no returned phone call. We took the matter up with our credit card company and they finally reversed the charges.

Owning a business ourselves for many years, the correct action would have been to apologize for the confusion, give a refund to the customer along with a small gift card or drinks voucher for the trouble, and made sure the initial point of contact employee received...