Thumper Pond Resort — Hotel in Ottertail

1 star because although its a very Beautiful looking establishment I was very disappointed with the business's managerial and hosipitality focus. The last weekend was a record heat wave across the continent of North America. I noticed the hallways were hot while our confrence room was freezing at only 70°. Unsurprisingly, later we came to find out during my good friends wedding reception that there were in fact multiple vents broken ( supposedly only in the reception hall to later find out it was through-out most the hotel except for the individual hotel rooms). A lot of the guests were obviously perspiring and many couldnt reside in the reception hall because of the heat. It took almost 2 hours for the wedding party to recieve any sort of information in regards to the situation at hand let alone a single fan to help cool the reception room. This reception room had no ceiling fans and only one small side door that could have been utilized to help cool the room off. I personally have been in the hospitality industry for 11 to 12 years and have never seen such a lack of empathy for a group of people in a wedding being as I too serve and host wedding partys for a local bar in ND. I understand the amount of chaos it takes to run a beautiful business and how easily things can become unorganized.

Unfortunately, my greatest concern is why there were no posted signs informing guests of the ventilation system being out of order in some parts if not most of the building during one of the hottest times known to man. Why was no one directly informed of this issue, be it us or the wedding planner hired from the resort? Why were they not prepared or may I ask concerned about hosting a 180 to 200 person event without supplying some sort of small little hand held fans or industrial sized fans ( that they have on hand) before the reception even started? Systems break and issues do arise but our wedding party would have been three times as understanding and compassionate to the business if we felt as though the business itself showed some compassion and understanding to our situation. All in all, it sounds as though the management team isnt concerned with the safety and health of their guests. There have been 30 deaths in Canada due to this heat wave. More precaution needs to be taken into consideratiom when it comes to hosting events in a room with No A/C in the beginning of July.

Next to prove my point further about the lack of organization and managerial presence, the resteraunt attached to the hotel had upmost of 10 tables within the whole restaraunt the next morning. Their servers were dressed in a some what casual uniform yet the food took an hour and a half to reach the tables around us and for our larger party. (a wait that would be understandable for a fine dining restaraunt) Our Large party in their restaraunt was obviously upset and no 'Manager' or server approached the table asking or even appearing concerned about our experience. Again, I understand the unorganization that naturally co-exists with the hospitality industry but this establisment seems to have no management helping run the business in an effective way and it isnt directly concerned about their...

Whew, Where do I start! First off I had to call atleast 40 times over multiple days before anyone answered the phone to book 2 rooms. I left a voicemail and an email, to this day (4 days post stay) I still do not have a return call nor email reply. I then called a few days later atleast 20 times to book an RV spot for my parents-still no return phone call about booking that spot either. After finally getting them to answer the phone I booked 2 rooms and an RV spot. I show up to check in for both booked rooms with confirmation #s on my email however they only show one reservation for me. BUT they had another room available for us-GULP!!! There is ZERO customer service at this place in the hotel, pool, restaurant, you name it. None-anywhere on sight. The restaurant is bad. 2.5 hours on a Thursday evening at 7:00pm for 4 of us to eat dinner and the place was half full at best. Waitress was non existent even after asking for one multiple times, then it took forever to get our bill. Then she brings her little credit card machine that had a 20% tip by default. She didn’t deserve $5. The hotel called me 2 times during our stay asking if we were going to check in-mind you this was 3 days after we already checked in! They told us prior to arriving we had to change rooms from one double queen room to another because ours was previously booked by someone else,hmmm, but they never did ask nor tell us to change rooms during our stay- (a Double queen changing to a different double queen=ODD) (but didn’t happen). This place also kicked us off the outdoor patio for us bringing our own adult beverages-even though in 4 days of staying there they didn’t have ONE waitress around to serve us a drink or ask us for a drink and when you would go to the on-sight bar they ignored all of our guests for a good amount of time before even acknowledging you were there to order a drink. All in an all it’s a nice place with big rooms. But service is a COMPLETE FAIL. I asked The front desk gals multiple questions at check in about the property that you’d think they should know but they kept saying “I don’t know”. There is a golf simulator next to the front desk but they didn’t even know how to book that. It’s too bad as it could be a great place but the staff is horrible at best. Zero customer service at this nice place. Owners need...

I made reservations over a month in advance and asked that all four of our sites be together. We booked early because of July being a very busy month and also with amenities such as a water park and golf course we knew it would be busy. We cancelled one site a couple weeks prior to our stay. Upon our arrival we found out that only two out three of our sites were together. When we pulled into site 10 & 11 we noticed site 20 was vacant so I walked back over to hotel desk to find out if we could switch #6 for # 20. They said no that some had reserved that site and had already checked in. No one was in that site all weekend. Thumper Pond however did accommodate are request to share our site with our daughter and son-in-law, since both of us fit on the same site. Sunday morning received a call at 1144 from staff indicating check out was at 11 and if we weren't out by noon we would be charged another 25 for each site. A guy drove by on a golf cart about 45 minutes prior to that, but couldn't stop and tell us check out was at 11. Didn't say anywhere on paperwork we received either. Understand check out policy for hotel, but RV park being 11. Really? What do you have to get ready. Site for two nights came to 109, which you get full hookups. My complaint is this: customer service. I asked far enough in advance to have all our sites together. They were not full. Garbage cans located near sites; three on each end of campground were already full Friday when we got there so by Sunday were overflowing all around garbage containers and stunk considerable bad since temparture was hot. With the amount of campers in the campground I didn't think there was enough people to generate that amount of garbage, but maybe since they were already overflowing when we got there that is why. Water park is nice, golf course very nice. Staff needs some customer service training. Not sure I will stay again considering this is the second time they didn't accommodate my original request for our sites to be together. How...