The Alpine Lodge — Hotel in Town of Johnsburg

This review is in response to the manipulation of facts by local ownership based on my review. All future visitors need to be aware that the local management cares about stars as opposed to customer satisfaction and will do anything to malign customer credibility to keep their ratings up. I encourage all future guests to begin recording conversations, otherwise if you end up facing an issue you will be called a liar by local management in a very public forum.

Comment from local management: We are not a family owned business and the quote you used to relay your COVID-19 concerns simply isn't a phrase we use with our guests.

--- When I called your place to inquire about COVID-19 related cleaning protocols, the person who answered stated this. I regret the fact that I did not investigate this further and immediately call back when I found out otherwise.

Comment from local management: I would also like to point out that in spite of your 1-star review and claimed horror, you still chose to spend the night and most of the following day before checking out at 3:30 p.m. When asked directly about what warranted your review, the only issues you said were the single hair on the hair dryer bag and personal preference issues with our "rustic" Adirondack themed rooms. While we understand that finding a hair that isn't your own is not pleasant, we are always more than willing to clean or fix any issues that occur while guests are in house especially ones that arise due to error on our part.

It is correct that we stayed till 3:30pm on the second day. The reason for that is that, as we told the local management, we had activities in town that we could not cancel, and we would have lost nearly $500 if we forfeited those activities. However, the point still remains the following: even if we had remained the whole night of the second day, and left the morning after, the local management committed a fundamental flaw, i.e., they presented us with a room that demonstrated evidence of lack of cleaning including but not limited to (a) a piece of (presumably) human hair on the hair dryer bag, (b) a piece of hair on the wall above the bathroom door, (c) cobwebs in the lamp fixture, and (c) stains on the floor. This happened even though we called in advance to inquire about their cleaning protocols related to COVID-19 and whether they were following CDC mandates, at which point they had mentioned that they are the cleanest lodging in town.

Basic decency of hospitality suggests that when a hotel’s management commits a flaw that is not only inconvenient, but more importantly, unsafe to the customer, they should provide some form of compensation to the customer to demonstrate their commitment toward customer satisfaction. However, to this date, the management staff has not only avoided the responsibility of performing this compensation, they have also taken it upon themselves to deride their customer, suggesting that the customer was lying and that the customer was over-sensitized about what the management thinks as a trivial issue (and it is reasonable to say that being in close proximity to hair from another person at a time when concerns of catching a contagious disease abound is not a trivial issue).

On an individual level, it is not as critical for me to receive an actual refund, as it is for me to know that the management cares about customers. As a person who has traveled across the world, I have encountered situations where hotel rooms have not been satisfactory, but in all cases, I have received treatment from the staff whereby they recognize their mistake without backlash and demonstrate their commitment to customer service through a gesture such as a compensation, a discount, or points for a future stay. It is clear that the management of the Alpine Lodge is sending a message to their customers that they will do no such thing, i.e., that customer service is not of...

I'm so disappointed with how I was treated by the AGM at the Alpine Lodge and the absolute lack of action on the part of management to make it right.||||I booked through a 3rd party site on the same day as the stay. Now, the Alpine Lodge has a remote check-in system. I saw that mentioned on their listing, but in the confirmation email I got from the booking site, I was told to check in by "showing my ID at the front desk." I never received an email from the Alpine Lodge. ||||When I arrived, no one was on site and the door to the "great room" was locked. I checked my email again, checked my spam folder, called the hotel twice. No one answered. I was in my car, on the phone with customer service for the booking site when a man arrived, unlocked the great room and went in. I opened my door and called "excuse me" as he was opening the door but he ignored me. I assumed he hadn't heard but I doubt that now.||||I entered the great room. He (the Assistant General Manager) was sitting at a table and didn't greet me, so I thought he might just be a hotel guest. I asked "excuse me, are you staying here?" He replied "no, I work here." I really have to write this next dialogue out to give a full impression of how nasty this guy was. His tone the entire time was abrupt, condescending and combative.||||Me: oh great! Can I check in?||AGM: Not if you didn't book in advance. We're full.||Me: Oh, no, I did. I booked online.||AGM: No you didn't. ||Me: Um.. I did, did it not go through?||AGM: Did you fill out the forms?||Me: Sorry?||AGM: You didn't fill out the forms. I emailed them to you. You're supposed to fill them out to check in.||Me: Oh. I didn't get the email, sorry.||AGM: Yes you did.||Me: I'm not sure what to tell you. I didn't.||||At this point I showed him my email inbox to prove I didn't get this email. Then he went off about how this happened because I booked through a third party site and they "blocked" my email (?). He also added that he'd been dealing with this kind of problem all day, and that he wasn't supposed to have to be on site. But finally he said yes, you're in room six, here's the code.||||By then I really didn't want to stay there anymore. I'm a woman traveling solo, I have to go with my gut and if I'm uncomfortable it's just not smart to stay in a situation. I know the guy was probably just having a bad day, but abusing a guest who just wants to check in and move on with her life is not the way to handle that.||||So I left. I drove to Lake George and got a room at a Holiday Inn. And now I'm fighting with the booking site to try to get a refund from the stupid Alpine Lodge. The Lodge itself hasn't even answered my email. ||||So yeah, in conclusion,...

My husband and I recently stayed (11/6/24-11/10/24) at the Alpine Lodge while on our honeymoon, and it was fantastic! We chose this place for our honeymoon because it was the first place we went away to together when we first started dating back in 2009. We loved it then, and we still love it now. It is located in the quaint little town of North Creek, NY, where everything is within walking distance of the hotel. The room was spotlessly clean, with modern country decor and very comfortable beds/bedding. There was a large flat screen TV in the room with many watching options. It came equipped with a Keurig coffee maker and a mini fridge, which made mornings so convenient. The lobby was warm and inviting, with beautiful decor and a cozy gas fireplace, making it a perfect spot to relax. There were a couple of couches and chairs for multiple people to be able to sit in there at once and enjoy the atmosphere. The lobby also had food options provided for guests, which was great – everything from a Keurig machine, k-cups, english muffins, bagels, Nutri-Grain bars, cereal, granola, pastries, pie, yogurt, milk, cream, butter, cream cheese, coffee, and tea. A nice touch was the popcorn machine in the lobby, which was a fun snack to enjoy throughout the day. We absolutely loved the lobby! Out back, the hotel had a lovely picnic area with a fire pit and picnic benches. There was also a separate sitting area with a fireplace that was fully stocked with firewood – such a beautiful and relaxing setup. We utilized this area on two separate nights. After a long day of hiking the trails, it was nice cuddling up next to the fire to keep warm. The staff were incredibly friendly and attentive, quickly addressing any needs. When we had a small issue the staff were easy to get ahold of, by phone call, and she came quickly to rectify the problem (literally within 15 minutes of calling she was there). The check-in process was seamless, too; you can check in on your phone by email / text message. They will send you a message with your room code and the lobby entry code. It was super easy! There are plenty of things to do around the area (depending on what time of the year you come here will have a big impact on what is open). There are tons of trails to hike ( this is what we did). There are places to go horseback riding, rail rides, glass blowing, rafting, you can go to one of the garnet mines to mine garnets, there are natural caves to go see, skiing (Gore mountain is only a few minutes away), Lake George is just a short car ride away and there is so much to do in that area also. Overall, this is a wonderful place to stay, and I highly...