Edelweiss Lodge — Hotel in Town of Ellicottville

I normally don't like writing up negative reviews but in this case I feel that my experience was worthy of only 2 stars at the very most! I would like to clarify two things, first of all this is the worst customer service experience I have ever received in any business I've given my money to. Second the room we stayed in was fine, it met our needs and I have no quarrel about the cleanliness or functionality of the room. My negative experience comes from the staff, or more accurately the individual who was checking people in when I arrived for the night.

My family and I had driven from Muskoka Ontario and wanted to stay here overnight for some rest before we continued our trip South. The man in charge that night was incredibly rude. He swore at me 4 times for using the bell on the desk in the office. You know the bell that informs the employee that there is a guest waiting for assistance? I guess I interrupted him while he was drinking alcohol with his friends... Thus I'm and idiot for trying to get my key for the room I paid for... He proceeded to insult me and swear several more times while I signed the liability form. I did not return any insults or foul language, I held my tongue. It was late and I simply wanted a place to sleep for my two kids and my wife. As I passed by a pergola, to gather my clothes and family for the night, I saw several men smoking and drinking beer and noticed the man, who "helped" me get my key for my room, sat down with them and threw back a beer of his own.

It's obvious to me that this man has more interest in getting drunk with his friends than actually running a business. He also would rather call you and idiot an question why the H E double hockey sticks I would ring a bell for assistance?! This man needs to be fired, sadly though, even if he is fired I will not be returning to this resort anytime soon, which is unfortunate because my family and I drive through Ellicotville very frequently on our way down to Pennsylvania.

Again the rooms were nice, and my only issue with this place is the employee, or perhaps the owner, I interacted with. This place probably deserves less than 2 stars for how much of a sad human being that guy was, he needs help. And certainly should never be drinking...

I booked a room at this lodge using Booking.com and I ended up needing to cancel so I called the Lodge directly, first. I spoke to the manager and he said he understood and wouldn’t charge me but that he couldn’t access the reservation because I did it through a third party and that I should contact the third party. So I then submitted a cancellation request formally through Booking.com and it said they would notify management of the cancellation. After the reservation date passed, I got a notification that I had a “no show”, which made no sense since I cancelled in both locations. Nonetheless, I called Booking.com, explained the situation, they said that lodge management hadn’t acknowledged their message but that they’d try to call themselves. The nice gentleman said he called the lodge, gave my information and explained the situation and that the lodge manager never recalled talking to me and said there was nothing he could do. So he apologized and said I should try calling myself. So I called the lodge back and had another conversation with the manager who said he didn’t understand what I wanted (even though I got charged for a no show). I reminded him of our chat we had where he said he wouldn’t charge me and I also offered to send the cancellation email I submitted to his lodge through Booking.com and asked if I could get the no show charge refunded. After much grief, he said he would. It’s been a week and he still hasn’t fixed my account. When I call back during the day to inquire, the nice lady at the front desk says she cannot do anything until management gets in later in the evening. It’s been a runaround and I won’t be booking through Booking.com or at this Edelweiss...

My husband and I just checked out this morning from staying one night for our 1 year anniversary ski weekend. Will not be back. When we walked in the front lobby the guy tending the front desk was just before going down the stairs and said, ”checking in?”, to which we said “yes”. He said “be right with you” and then went downstairs. After some minutes he emerged from downstairs with a cup of coffee. Now I’m not trying to be difficult but I believe a paying customer should come first before a coffee break. But we got checked in and after a day of skiing, we were ready for showers and rest. The room was not good. Black hairs on top of comforter, stuffy smell and the absolute WORST insulation you have ever heard. This is an old, poorly insulated main lodge and if you are looking to sleep... you won’t. The circus upstairs was making noise till the wee hours of the morning, literally sounding like they were jumping off the beds to the floor. The couple next to us may as well have been having sex in our room and every time someone else turned on a water feature in their rooms, it sounded like a dam being released in ours. I suppose we should have known noise would be a major issue due to the plaque nailed to the back of the door stating the noise policy! We have had some bad hotel experiences but I have always gotten some sleep.. not...