The Upper Pass Lodge — Hotel in Londonderry

I have never written a bad review before, but I felt this time it needed to be said. It was a possibility that we may arrive after the 8 PM check-in. Be aware that after 8 PM you may not get in. We tried several times to contact the hotel and never once did anyone answer I left a message, but never received a call back . When we Arrived there was no one at the desk. During our entire stay there, we never saw one person behind the desk. We had to ask the bartender to find someone to help us check in. We entered the room there was a strong musty odor. The rugs were dirty. The beds, one of them had stains on the blanket and the bed skirt. I am assuming that dogs had peed on it because my dog kept smelling it. The bathroom tub was disgusting. It looked like it had never been scrubbed a day in its life. There were long strands of hair stuck to the tub walls, I brought Lysol wipes with me as I always do and as much as I cleaned that bathroom, I contemplated not taking a shower the entire weekend because it was so disgusting. The furniture was very outdated, but that is fine. I get it. It is Vermont. The entire hotel shuts down at night and there is only faint lighting in the lobby. There is no staff on site. The guests are left to fend for themselves. You have to use your key card to re-enter the building if you go out because the doors are locked, which I guess is a good thing. we did not sleep at all for the two nights we were there. We were so skied out by the beds. We were petrified. We were going to catch something. My husband actually woke up with blood on the sheets because something bit him on his back in the middle of the night . The waitress was very nice. breakfast was good and at a good price. People at the bar seem to be enjoying themselves. They seem to be regulars actually. The pool was small, but clean. The reason why I am writing this review is, I was very skeptical about booking with these people because of the actual pictures. But it got good reviews so I thought I’ll give them a shot. I am not sure who is writing the good reviews because I think it’s only fair to tell you that this place is disgusting. I feel bad saying this, but I am trying to save someone from the misery we encountered. When we got home, we just did not feel like we could clean ourselves enough or clean our stuff enough. We were horrified by the entire stay. We would have left and gone to another hotel, but we did have my dog in places are hard to come by for dogs, and we would not get our money back and we drove all the way from...

I do not recommend The Upper Pass Lodge and booking.com. They don’t even deserve 1 star. I booked a room for my support animal and I through booking.com And was not told that the check-in time was until 8 PM. I called the Upper Pass Lodge the next day, and Vince told me They did not even have a pet friendly room available, and booking.com did not provide my contact information so that he couldn’t even contact me to let me know that the room wasn’t even available. Which is not my fault, however it is illegal to refuse a support animal. Since it was so late in the night, my support animal and I had to sleep in my car. Booking.com is refusing to refund me, as well as Vince. I had a phone call with him that turned into quite a bit of tension and hostility on his end, and he ended up hanging up on me. Poor customer service. They got my money, and I will get it back. Not a good way to do business, Vince.

Reply to Vince: I already told you multiple times that I’ve already spoke with booking.com and I’ve already told you multiple times that they did not provide check in times nor did they ever mention a “digital key” to check in late. However when we first spoke after the reservation was over, you told me you didn’t even have a pet friendly room so you wouldn’t have been able to have me and my support animal stay anyways. Your reply shows no effort to apologize for hanging up on me without warning while we were mid-conversation which is poor customer service, and you keep dismissing the facts here. You’re worried about losing your “fee” for a room I never got to even stay in, so there’s no difference in whether I booked it or not, no one stayed there. No cleaning needed, no utilities being used, you got to collect my money and that is very poor business practice. If you don’t like that booking.com didn’t provide you or I with accurate information, then you should think twice about doing business when them. This is not my fault at all. I would have never found you if I didn’t find you on booking.com, so think again about the business you’re doing. I gave you a chance to simply cancel the reservation so I could get a refund, and instead you got nervous and hung up on me because I am seeking arbitration and will get my money back. This is disgusting service. What a shame. I wish you the best of luck in life if you choose to...

My partner and I stayed here over Memorial Day Weekend at Upper Pass Lodge through a Living Social deal.

The lodge is located right at the foot of the Magic Mountain surrounded by a beautiful scenery. We arrived pretty late (about 11:30 pm) on a Friday night and were accommodated for a late check in. The lodge itself has a rustic feel and although rooms can use a bit of an updating, the overall feel of the place was just terrific. Nice enough rooms with a great jacuzzi tub !

The hospitality of Vince the general manager/the owner was absolutely impeccable and nothing like i have ever seen at any of the luxury ultra expensive hotels anywhere else. His kindness, willingness to accommodate and just overall making you feel like you are the guest at his own home were terrific! One of the mornings we have overslept the breakfast by over an hour and a half and Vince was so nice, he cooked us breakfast without even saying anything! The food at the lodge was really great as well. We had breakfast there 3 days in a row which was a part of our Living Social deal (which was a complete bargain by the way!).

The menu is quiet simple, but is delicious. Also, i have gluten allergies and let Vince know ahead of time about that and he was so gracious to pick me up some gluten free bread for the mornings and also made me a GF french toast which wasn't even on the menu as per my request ! Wow! I never seen any general manager being so nice and accommodating! We also had a dinner there on one of the nights and the food was really good as well. All the food that is served at the UPL is all farm to table which is terrific.

The lodge itself is conveniently located and is so close to great local shops , restaurants (Solo and Garden cafe are a MUST ) and beautiful lakes and parks to visit! WE could not be any happier with our stay at Upper Pass Lodge in Londonderry!

Oh and the lodge is dog friendly which was a huge plus for us since we were able to bring our little pet...