The Village Lodge Mammoth — Hotel in Mammoth Lakes

What was supposed to be an enjoyable, fun filled trip with my family has turned out to be the worst experience in customer service and cleanliness that I have ever recieved. Choosing "The Village Lodge" seemed like the most logical and convenient Choice considering the location and amenities. But I stand corrected.. Upon walking down the hallway to where our room was located which is on the same floor as the lobby, my family noticed a putrid smell coming from one of the rooms. The smell was definitely noticeable and not pleasant. . Upon entering the room, everything seems great, on the surface, but if you look at your bed, and the cleanliness of the room. You can tell that there are all kinds of Corners cut when it comes to germ disinfection.

The reason for this 1 star is because of the night staff and there EXTREMELY POOR customer service and Officer HANSEN of Mammoth County Pd. This level of disrespect and lack of customer value is horrendous. Lets not forget OFFICER HANSEN. Mr. "Do you not see my badge and MY GUN".

Around 6:45pm Saturday-MAY 25th 2019- casually return from dinner plan to win the night down so we can be up early tomorrow for our events. The Village Lodge had a different plan for us. At 6:50, loud music starts to be played in the conference room that is below our unit. We call the front desk to address the situation and try and have the music lowered. 20 minutes passes and the music gets louder. We call again, and the front desk says they're going to come to the room to see how loud the music is. At this point, the music is vibrating the ground. 84 decibels. So we're definitely not sleeping, let alone carry a pleasant conversation. 30 minutes goes by still nothing is done and the music is even louder. Decide to go to the front desk, and speak to the night manager(Michelle) which is completely unhelpful. Showing no empathy. I think that somebody that gave her the job out of pity hoping that she could manage a staff of children. That's right, children, no one on staff is properly trained, or courteous. No customer service skills.. NONE.. This is a highly unprofessional environment and if you want to be treated like a number. This spot is for you. At the front desk, there is now an overwhelming number of Staff behind front desk, that's absolutely unnecessary, why do you suddenly need seven people behind the front desk, handling a single guest. During this entire debacle, we discover that there is PROM going down downstairs so we want to be compensated for being booked the same night as prom. Thats it. All we want is refund. A refund for your mistake of booking us in room with this level of mysic. We wanted the prom to rock on but not at pur exoense. We were informed there's nothing that could be done and we were just going to have to "deal with it" or they were going to call the police if we didnt leave the front desk. I invited them to please call the police, and that maybe we can get some real professional assistance. But I again I stand corrected, I hope that not all officers of the Mammoth County Police Department conduct themselves like Officer Hanson. Poor Excuse for a person supposedly upholding the law.

After waiting for the police to arrive at the front desk, for about 30 minutes we decided to go back to our room and have them come to us. Another 15 minutes later Officer Hanson bangs on the door loudly as some sort of intimidation tactic. First he said that he was called here by staff, then he said that he was assigned to the prom. Basically, he's a young kid that was assigned to watch high school kids. Before hearing both sides of the story immediately began barking out commands and when asked for clarification of his job. Stated " DON'T you see this and my gun" . After all of this, still nothing has been done. You're basically told to sit in our rooms and be quiet, and this to me is not okay. Not ok. Starting the process of filing a formal complaint with...

Rooms: The rooms are okay. Nothing great but not terrible. Our bed was pretty uncomfortable. Mattress was squeaky and sloped toward the middle.

Location: The location is 5 stars. Its so close to everything. Its in the village so a quick gondola ride straight to Canyon Lodge. Walkable to tons of restaurants and bars.

Hotel staff: This is the worst part of the hotel by far. We will never be going back as a result of 3 individuals during our check in this last weekend. Prior to our trip, 1-2 days before, we received a confirmation email. The email was straightforward and explained details to our stay. Nothing out of the norm. The email sends you to an amenities page. One of the amenities offered is parking. We were stoked because parking at the village lodge is at a premium and only for hotel guests. We took a screenshot of the page because we were pleased. Upon arrival we met with Santiago who greeted us. He was the only person we interacted with that treated us as guests at the hotel. Upon check in we were handed 1 parking pass for 2 cars. When we questioned the policy because we had an email stating 1 parking pass per bedroom, we were informed that their policy is to provide one pass for 2 bd and that 3 bds were the only ones who received multiple passes. We explained how we received a confirmation email stating otherwise. We were immediately hit with aggression from another worker named Brandon. He then demanded us to provide proof that we were allotted 2 parking spaces. We showed him the screenshot but that wasn’t enough for him and he insisted that we show him the email. We could not open the email because the internet was non-existent. At that point Joshua, the supervisor came over to "help". Both Brandon and Joshua completely escalated the situation by stating repeatedly in an aggressive tone "show us the proof" and "that's not our policy, show us". At this point they were standing over our shoulders, definitely not 6 feet away. This felt intimidating and made us feel like we were trying to get away with something we were not supposed to. We asked for the manager, as we were not being heard and now being harassed to provide proof. Mandy the front desk manager came over and again asked that we provide proof that we were allotted a second pass. Mandy acted completely inappropriately and did not de-escalate the situation. In fact, she continued the escalation. I would have been embarrassed if she were my manager. At one point she stated word for word "Let me see the email because I guarantee you are wrong". She started raising her voice, would cut us off from talking and proceeded to shame us for not having the proof on paper. We asked multiple times to have the contact information for the general manager and she continued to refuse to provide it. We finally had access to internet, after receiving the staff internet password. We showed her our proof and she said "huh that's weird because that's not our policy". No apologetic tone at all. In her mind we were thieves who were trying to get an extra parking pass.

If you want to be treated like you are worthless then come here and talk with the staff who only care about...

Incompetent Staff, Smelly rooms, managers who scream at you for $800+ per night --We have stayed at The Village Lodge many times and this time was the worst. Despite have pre-paid our room, we were told upon arrival that "we have no record of your booking"-- Fortunately, I did-- but then we were told, "I'm sorry your room is available." We were given another room, which unfortunately, smelled very badly. We then tried to buy lift tickets for skiing, and were insulted by the management for attempting to buy ... half day, tickets, (as it was already the afternoon) and then insulted because we wanted to ski at the Main Mountain, as there are more runs. The following day, when we tried to buy tickets again, the staff at the desk did not know how to issue our tickets, and when they did, gave us tickets that expired 1 hour before the lifts actually closed. When I asked the manager of the front desK at The Village to assist our ticket purchased, he (Patrick) actually screamed at me in front of my family, humiliating my entire family, on Christmas Eve, just as we were attempting to celebrate with my entire family. The manager, Patrick, left a message asking to speak with me about my experience, and I did return the call, despite being at Christmas Eve dinner with my family. When I did return the call, a woman said "Oh .. we know who you are ..." and left me on the line for over 5 minutes, ... no one came to speak with me. I'm not sure what to say about this humiliating experience other than to ask the following of the The Village Lodge: (1) Should I no longer expect that my reservations, pre-paid, will be honored at The Village Lodge: (2) Should I expect that, although paying over $800 per night for my room, my room will smell very badly and things such as T.V. remotes and lights will not work: (3) Should I expect to be insulted by front desk staff and screamed at , repeatedly my your management (Patrick the manager) for wanting to by a ski pass? 4. Why are you hiring people who scream at your guests ? Please note, we left The Village Lodge one day early in disgust with...