Majestic Mountain Inn — Hotel in Payson

My husband and I have been visiting here since 2003. I have ALS and my bucket list was to visit places that I enjoyed or spent time with my hubby in the past. Booked the room through Expedia. I asked and willing to pay for any things that could be done to make the visit more enjoyable prior to our visit. I was offered rose peddles and chocolates, I offered to pay and they said no, it was comp. We arrived and the rm was a bit dusty, dirty the peddles were on the floor, bed along with chocolates, non the less I didn't pay for them. We settled in and I turned on the TV and there was not connection, reset the box etc. We then called the desk and told that sometimes the weather causes issues, to give it time. There was an overcast and some rain. We decided to go eat and drive around as I used to be a photographer and loved taking pictures of Wildlife. A few hours later we came back and the TV was still not working. Called the desk and was told the same thing, keep trying. We did this for about 2 hours. I called again for options. They said they had no rooms and fully sold out. The male person at the front desk apologized and said to call in the morning to the manager and discuss a partial refund. We realized that there was nothing we could do about this and decided to run to Walmart and purchase a DVD and a few movies. As I was getting very tired of watching my phone. We spent $63.00 on a DVD player, 4 movies for the evening. The next morning I called and spoke to the front desk manager, Debbie. She denied the refund that the front desk offered the evening before; said they were young and wrong. She offered a 10% discount of approx $17.00. I was PISSED, this trip of all trips and it was a disaster. She claimed that they had roof repairs going on and that was the reason for the TV not working, as things were a mess and possibly not connected etc. We proceeded to gather our items, shower and prepare to leave. The room was not really handicap ready for someone with my illness. There was one handicap bar to left of the shower, outside on the wall, far reach. I had to have my husband help, so I did not slip. I had trusted this place from past exp. and hoped to relax. With my illness, sleep can be an issue and the TV is something I need and of course why should I not expect to have a working TV in our room. There was no notice to customers of any issues or repairs prior to arrival. When I spoke to Debbie at the front desk on the phone prior, she was very short, rude and just wanted me off the phone. all I received was one excuse after another about the roofing repairs, how the place was under new owners, how she was busy with customers checking out and house keeping etc. I made the effort to go in personally checkout, so I could speak to the manager. I was very upset and how the whole visit turned out. When you are given 2-5 yrs to live and with the cost of medical care, you hope to make small adventures, lasting memories. This was absolutely not the case. I tried to keep my calm and speak clearly as my speech is very poor. I walked with assistance but was determined to go inside. Debbie denied anything more than the $17 refund and a handful of excuses and said she would reach out to the new owners and have them get back to me with in a few days. I held back tears was just livid at the whole situation, what could I do. Our stay was on 4/5, today is 4/15, plenty of time for a call back. I called this morning, still given the handful of excuses that was given to me that day. I was told that a $16.90 refund was sent back to my card and that was all the NEW OWNERS would allow. I guess asking for working equipment in the room was to much to ask for at a cost of $182.00 a night, mind you the refund of $16.90 for the inconvenience of the TV. If you have a handicap or want a place to stay to make memories, don't do it here. They don't care and the new owners (as the front desk claims) have really let the place go. Although I was reminded that they did not charge me for the rose...

We stayed here about 2-3 weeks ago, my husband and I wanted to take a break and get out of town for the night since we have been busy and stressed due to my double mastecomy i had had a month prior to this. We decided to go to Payson since we had never stayed there only driven threw. I'd seen Majestic's web site and booked the king room with spa and fireplace right away even though it was a little out of our budget. After booking the room i called and asked how comfortable the beds were since a hard mattress was too much for me to sleep on still. I was told that they were soft and comfortable, i asked if extra pillows were possible or should i bring mine and i was told we'd have extra pillows when we arrived. I also requested a room as far away from traffice as possible since i am a light sleeper and was told no problem. We got there at 1:30pm to check in on Saturday, the room wasnt ready and was told it would be atleast another 2-3 hours but they'd call us as soon as we could get into our room. So we left and had lunch and drive around site seeing, we went back after 3 hours since no phone call to check in. At first the girl at the front desk wasnt sure our room was ready yet but then housekeeping came in gave her a list and she checked us in. When we got to the room which was very close to the office i knew the traffic sounds were going to be an issue, then my husband sat on the bed and said it was going to be too hard for me, i looked for the extra pillows and seen 1 that was in the closet and when i pulled it down it had what looked like pee stains on it and smelled horrible. I called the front desk and expalined the issue and was told that there were no other rooms farther away since they were all booked up, that they would try and find extra pillows but couldn't promise, i asked if they had an egg craete topper for the bed since it was so hard and was told housekeeping would have to look and they'd call me back. After 3 hours i went to the front desk since we need more towels too and a different girl was there and she had no idea about the egg create topper and had never seen one at the hotel, and there was no extra towel at the office she would be able to get some in about 30 mins. we went to dinner and found a place to buy extra pillows and an egg create topper, when we got back i went to the office to get the towels and she had given the ones she was holding for me to another guest and could go get me some when she got off in 30 mins. I said nevermind and left. It was a long uncomfortable night not only due to the mattress but to the fighting from a couple rooms down, only to get woken up the next morning to 2-3 police cars and loud talking just down the way from us as they were dealing with the fighting the night before. We got up packed, dressed and left. We ended up staying another night someplace else, at $179.00 a night it wasnt worth the misserable time and night we had. Which was sad since it is a very beautiful place and sitting on the back porch was relaxing and i loved watching all the different dogs other guests had with them, because of that i'm giving 2 stars. otherwise it would have been no stars for the nighmare...

The front desk staff are friendly. However, the housekeeping staff needs schooling in cleaning. On the surface you think you are staying in a nice, updated room. However, when trying to kill the bugs on the lampshades...hold your breath. The amount of dirt that flies up from the shade is unbearable. The carpet is dark...hides the fact that the floors are not vacuumed. Anyhow, the clean factor is about a 2 out of 5.

Here's the worst part...if the inn isn't at full capacity, it will take a least 20 minutes before you will have hot water. I called the front desk after a 5 minutes of running the water. They told me that they have a tankless water heater and it takes time for it to heat up and send the water to the rooms. I needed to be at an appointment right after I showered and checked out. After 20 minutes, I had to leave. I requested the ability to come back at 2pm (check-out was at noon) to shower since the room didn't have the hot water when I needed it. She told me she would ask housekeeping.

An hour later, housekeeping left a message on my cell phone saying that needed that room for the evening and couldn't allow me to shower. I was pretty upset since the inn was empty. When I returned to pick up my luggage from the front desk, I told them what happened. Apparently, the lazy and rude housekeeper didn't want to accommodate me and made up the story that they needed the room. The manager did offer the shower and said I could return to the room. At this point, it was late and I needed to drive to the valley. I turned down the request.

One last item...when I checked it, the room that was assigned to me was a mess. The sheets and bedspread were thrown in the corner of the room. What the hell does housekeeping do at this place?

Do not stay here! At least, if I stay at a Motel 6 or Super 8, I know what to expect. Don't charge me top dollar for subpar service and unclean rooms.

Oh, one more funny note...when I asked why the cost of their rooms was so much higher than the rest of Payson, I was told that they have clean remodeled rooms and a great breakfast. HA! The rooms are dirty and the breakfast is microwaved sausage and...