Odell Lake Lodge & Resort — Hotel in Sunriver

Nice cabins but I strongly recommend avoiding this place because of terrible customer service. We booked a four-night stay during a Labor Day Weekend that was completely ruined by toxic wildfire smoke. All the closest air monitoring stations were indicating "purple" air quality alerts -- very unhealthy air with increased health effects for everyone. After two nights were were all coughing like chain smokers and Odell lake was barely visible through the dense smog. The front desk insisted on strictly enforcing their cancellation policy, even in obviously disastrous conditions, and would not allow us to rebook our remaining two nights. That's bad enough, but then later when we filed a claim with our travel insurance that would have reimbursed us for a trip interrupted by a natural disaster, the Odell Lodge management refused to confirm in writing that they had refused us a credit or refund for the remaining two nights. The travel insurance requires this confirmation. It's so simple: a one sentence email is all we needed, but Odell Lodge wouldn't respond at all, even after I called and emailed them numerous times. What kind of resort simply refuses to communicate with its guests after they leave? Maybe the Lodge doesn't want to document how callously they treat their guests. Anyway, they are extremely unprofessional. I'm also going to check with the National Forest Service, which I guess licenses Odell Lodge to operate in the Deschutes National Forest, why they allow an unscrupulous operator to ruin what would otherwise be a great location to stay. Again, avoid at all costs. Go to Diamond Lake Resort or Clear Lake Resort instead. They're run much better and don't treat their...

I loved Odell as a kid. The location is still great. But the overall service experience is terrible. The Lodge staff are clearly overworked, underpaid, and grumpy about it - and the owner seems to be milking the property for money.

Our cabin, Eagle's Flight, is an ADA accessible cabin. The ramp was too full of ice for any wheelchair to access it, and inside the ADA shower had a ledge tile completely broken - a dangerous slip hazard at best, and evidence of really bad maintenance.

The entry door also had a major air leak, so we had to keep the heat on all the time. A waste of energy & money for the property that they don't seem to care about.

We were also missing basic essentials in the kitchen: matches to light the fireplace, paper towels (so we had to use the cabin towels instead), and chintzy silverware. We also had only 2 wine glasses in a cabin that sleeps 8, 4 coffee cups, and 4 bowls. Would it kill somebody to at least supply these things? For $285/night, it seems they are making enough money for that at the very least.

The snow was also very icy and compacted, and when we arrived on a Thursday, it was treacherously dangerous to walk up to the cabins. By Saturday morning, they finally freshly groomed the trails as well as the hill that accesses the cabins/lodge, but I don't think they have enough staff to do it on a regular basis. Not so bad if you come on a weekend, but really not great if you come in the middle of the week.

We will take our money somewhere else where the staff and owner care, and where the property isn't slowly disintegrating...

We spent 2 nights at a beautiful little cabin at Odell Lake Resort and Cabins last week. The snow was glorious. We had a day of sunshine and blue skies with 2 young children. It was wonderful... all except for the people running the Lodge. Although there was a sign on the front door “masks required”, None of these public persons wore a mask!!! It was shocking... the disregard for our well-being! They had the attitude that masks were unnecessary- or that it went against their “rights” to wear a mask. Being the grandmother in our family- they put MY life at risk. This place advertises a beautiful menu, which we were eager to try... even to us depending upon their offerings for a morning cup of coffee and hot chocolate for the children. BUT the woman at the front desk let us know- in no uncertain terms, that SHE was the cook, the waitress, the cocktail person and the dishwasher....and that SHE did NOT wear a mask. Needless to say... we did NOT partake of any food from the lodge! We could never trust that woman to respectfully care for us... or our food. It’s a pity- it is a beautiful surrounding area. The cabin was clean- though not well stocked with utensils and other necessities. We came relatively prepared. We had a wonderful time despite this woman- and her family- in charge of greeting and caring for their guests. I recommend replacing her...