Lakehouse Resort — Hotel in San Marcos

BEWARE BRIDES- this is definitely NOT the place you want to stay or have your wedding at. I was severely disappointed in the service I received this past weekend for check-in. I really don't understand how there are any good reviews given the disrespect and frustration the bride and I had to go through just to check-in. Here's the timeline:

2 days ago: My sister, the bride, had secured about 15-20 rooms for varying guests and bridal party members. 3 of those were 2 bedroom cottages, the most expensive room they offer. She asked for an early check-in if available in order to leave at 4:30 for the purpose of the rehearsal dinner, which was at a strict booking time.

Day of, 11am: After driving over an hour and doing rehearsal, I called to ask if any of the cottages were ready. I was told none are ready, but all were vacant. They would be prioritized to clean so we could get in ASAP. 1:30pm: After lunch, we called again to see if they were ready. Nope. But they were still prioritized. Okay fine. 2:30pm: My sister calls and only one is ready (not bridal). We decide to head over. 2:45pm: We get our family checked into their cottage. 3:30pm: 2nd cottage (grooms) is ready. They get checked in. 4:00pm: Bridesmaids are waiting outside, cold, for the cottage. How does a PRIORITIZED room take FIVE hours to clean? Also, how did the normal rooms check in at 1pm if ours was "prioritized"? My sister and I walk over and ask them what is going on. We had every right to be irritated as they are at their deadline, and it's still not ready. We are greeted by Judy, the supposed manager though she didn't act like one, and she gives A LOT of attitude in her half-hearted apology as if we were the ones that messed up? She proceeds to say there's nothing that can be done, speak condescendingly, and doesn't even try to make up for the unprofessionalism we experienced. By the time we are able to check-in, it is 4:30pm (the time we were SUPPOSED to leave). You know what Judy did to top off the experience? She purposefully took her time to check us in. She said unnecessary things REALLY slowly that the other receptionists didn't during our checkin, and she claimed that she messed up our cards as she was handing them to us, and proceeds to take them back and restart the process. My sister is at this point super frustrated and the most stressed she's been during the wedding process. She also failed to provide the drink ticket vouchers that came with our package and gave us a cottage that didn't have 2 king beds as advertised. It was 1 queen and 1 king. If you're looking for a place to stay with horrible customer service, then Lakehouse is definitely your...

This "resort" is laughable. Stayed there for 3 days with my boyfriend for a wedding. Checked out and never received a receipt. Was charged an extra $429 on top of the $942 I had previously paid for a Motel 6 masking itself as a luxury hotel. I knew the charge was incorrect. Called the front desk twice requesting a detailed receipt and never received. Finally, on the 3rd call, I received the receipt and noticed we were charged an extra $300 for a smoking fee. Called the front desk once again to dispute and they let me know they had proof of us smoking inside the room. Strange? I asked to see the proof immediately. What did we receive? 1 picture of a pipe near the tv and another of some weed remnants nearby. Is this proof of smoking in the room? Are we not allowed to bring a pipe and weed into a hotel room? Look, I'm the first to admit if I'm wrong and will take the hit. However, WE DID NOT SMOKE IN THE ROOM. Who smokes in rooms anymore? This is a complete invasion of privacy taking photos of our room and belongings when we were out for a wedding. I escalated the situation to the manager, Nicole. Was Nicole in the least bit helpful? I think you probably know this answer. Even though the photos do not prove their claim, Nicole would not refund us and said we need to speak with upper management. "Yes please! Please transfer me!" Well apparently upper management does not work on Saturdays at 4pm and I need to call back "sometime in the morning tomorrow." Nicole was nothing but unhelpful and rude and has no business being in hospitality. Be a human. I will absolutely call upper management when they are back in the office "sometime in the morning" and will also be disputing this with my bank. I'm a grown adult and have never left a review for poor service in my life. Be cautious of the Lakehouse and if you don't want to take my word for it, look at the other 1 star reviews out there.

• Update -- It has been 16 days since we checked out of The Lakehouse "Resort" with zero resolution. "Upper Management," Parker Wick, is now dodging our e-mails and calls due to a mere $300 refund. Again, the Lakehouse "Resort" invaded our privacy and took photos of our personal belongings inside of our hotel room (while we were attending a wedding) with out our knowledge or consent. 1 of the photos also included my partner's credit card which was sent through employee's personal e-mails. I will continue to update as we move forward with fighting the charge against The...

This is our 2nd time staying here. We will not be returning. The 1st time we stayed, my husband was charged 2x by accident, and was refunded a few days later for the duplicate charge. At check-in the 1st time, even though we clearly were standing there with our dog, we were not charged a pet fee. When we got to our room, we thought it was nice, room service from Brickman's was amazing. We had decided at that time to make Lakehouse Resort our bi-weekly getaway spot. The 2nd time we stayed, we were charged a pet fee. I told the front desk representative that we were unaware of a pet fee and was not charged at our previous stay 2 weeks prior. In front of the front desk representative, I asked my husband if he would rather stay somewhere else. The front desk representative was kind and offered to upgrade our room for free and see about waiving 1/2 of our pet fee. Since we were already there and was offered a free upgrade and was hopeful about 1/2 of the pet fee being waived, we decided to stay. We stayed in #1106. We went back to check on our pet fee being partially waived, but unfortunately was informed they were unable to. We should not have been given that hope of the pet fee being waived in the first place, if they were just going to turn around and say they cannot waive the fee. It was very disappointing. We felt like we were just being told what we wanted to hear to persuade us to stay. We were very disappointed and highly unsatisfied because the room was much smaller than the room they supposedly upgraded us from. It felt like a downgrade. The room felt dirty, and the layout was not appealing. The bathroom was so tiny, the paint on the bathroom wall was peeling off, the water pressure was so low, and there was this weird, loud humming noise the whole time from who knows what. Lakehouse Resort rooms are pricey, and our room definitely did not meet pricey room standard. We are definitely not making this our bi-weekly getaway anymore. I do not recommend Lakehouse Resort. I am currently here in our room writing this review. We have been here since Friday 11/1, and checking out today, 11/3. My coworkers, friends, and family are going to be asking me about our stay. Unfortunately, I have nothing good to say this time. I feel bad that my husband wasted his money on our stay. Never again. Now we'll have to find another bi-weekly...