Cambria Hotel Lake Placid - Lakeside Resort — Hotel in Town of North Elba

The hotel itself was wonderful and I would consider staying here again or recommending it to others however we did have an interaction that would possibly cause me to think otherwise.

My wife and I came for our 10 year anniversary. We got to the hotel to check in and my wife asked about the balcony. The receptionist was very rude and said “actually you don’t have one”. I questioned why not because I had booked a room with a balcony. Each time I tried to explain she shut me down. I showed her the confirmation stating the room we had booked and that it did include a balcony. Her response to us was “this is the problem when you book through a third party. They lie to you. There is nothing I can do because this is the only room we have”. It was very off-putting and the way in which she spoke to us was uncalled for. I stated "well I would hope that since we are getting a downgraded room my price will also be downgraded"...in which she just stared at us. (At this point, let me be clear…it was not necessarily about the room, it was the way in which we were spoken to. She made this our fault). My wife and I took the room. We called AAA (the third party we booked through-not some random company) and were told that the hotel itself gives them the descriptions of the rooms and they can’t just make it up. Later that night, we spoke to a gentleman at the front desk (Jordan) who had also heard the entire interaction earlier. He profusely apologized and stated that he was very sorry for the confusion. This is how this should have been handled. He stated that he was actually going to go to the manager the next morning and explain the situation. He offered to give us the room rate for the room we actually had and that he would throw in breakfast in the morning because of how it was all handled. The next morning after breakfast, we received a call from the original receptionist from checking in and she stated very condescendingly that ”it’s your lucky day. We had a no show. Would you like to move?”. My wife stated yes we would. She was told to come down and exchange the keys for the new room. When my wife went down, the receptionist stated (again very condescendingly) “I normally don’t do this but it’s your lucky day and you’re getting the room you wanted”. Again…this was the room we actually booked. At this point, my wife didn’t want to argue and wanted to just enjoy the rest of the weekend. The last day we were also helped by Kristen, who was lovely and made sure that the breakfast and room rate for the first day was taken care of.

Again, the hotel was lovely. It was clean and beautiful. The staff and food were great. However, this interaction was extremely off-putting. This was our first interaction to our trip. It wasn’t even about the room, but all about how it was handled from the start. Jordan and Kristen made it right and they were very much...

It’s hard because the rooms are absolutely beautiful, everything is nice and modern, and the front desk staff seemed nice; however the restaurant and the communication between restaurant and the front desk, as well as the communication between management and front desk are definitely detriments to the experience. I was there for two days and on the last day, I was out all day hiking, came in, asked at 8:15/8:30 pm when the restaurant was closed and they told me 10:00. Google overview also says 10. I came in at 9:10 after I took a little time to settle in, and was told the kitchen was closed and they weren't serving anyone. It wasn't even like I came in close to 10. Was really looking forward to a relaxing meal and was hungry. Hostess and bartender were barely sorry/bordering dismissive/rude and blamed it on the front desk for wrong info. Front desk basically said “I don’t know sorry”. I had to drive around Lake Placid at 9:30 looking for something other than McDonald's (which with someone with some dietary issues already, is difficult).Couldn't relax and make use of the hotel amenities like I wanted to because I was out trying to find food at 9:30/10:00 pm (wanted to eat something light, digest a little, do a quick workout and relax in the pool for a few before bed). Couldn't do any of it. I sent their system a message about my frustration and was told to talk to the manager because they would like to hear what I had to say and make it better.

The next day, I come down to the front and check out and front desk clearly weren’t told anything even happened and I didn’t even have a chance to speak to the manager. Someone at the front said they were low on food yesterday, but once again- how was that not clearly communicated between the restaurant and front desk ahead of time? Surely they could have seen that was starting to happen. And then when I was told to speak to someone in the morning, they had no clue that anything even happened. Clearly a big lack of communication across the board. On top of that, all I got was a simple “sorry we’ll talk to the restaurant” and nothing else. And that was it. What a crappy way to end a stay.

Haven’t been to a Choice hotel in a while but definitely sticking to other brands at this point. Upset because I used 60,000 of my Mastercard points (that I worked hard to save up for) to stay here, and I could have used 50,000 to stay at the Hampton inn, be in the center of town, have a gym/pool and free breakfast and at least that would have been guaranteed.

Do yourself a favor- if they’re almost the same money, def just do the other...

It is a beautiful hotel but unfortunately other than Jordan and Winston ❤️ The front desk team left me feeling unwelcome and completely shocked by the lack of customer care. Upon check in the front desk girl couldn’t find our reservation. She asked if it could be under another name at least 5 times and just stared at us until I finally asked how she was going to fix it. At high point she wanted me to make and pay for another reservation even though I could see the charge on my credit card bill. When I asked if there was someone else that could help she said the manager was on site somewhere and again just stared at me until I asked her to get them. The manger did quickly fix the problem when she arrived at desk and I was hoping that would be the end of our trouble but unfortunately it was not. Later that evening we were sitting around the fire supervising our teens from a distance as they played cards. The woman at the front desk look annoyed upon arrival to her shift and with in minutes she came over and told us we needed to turn the music down it was too loud. We were not playing music and told her as much. Two young unsupervised boys that had been screaming and running up and down the hall had turned up the sound on the displayscreen in the lobby. Once she figured it out she didn’t apologize for her accusation she just walked back to her desk. About 10 min later she asked if any of those kids (the girls playing cards) belonged to us. I said yes one of them did and she said they need to be in a room. We didn’t argue and just got up and took our daughter with us. They were not being extremely loud and were away from guest rooms which I thought would be better than being loud in thier rooms or running and screeching like the young boys had been. I understand if there was a curfew but nothing was told to us nor was she polite by asking us if we could wrap it up or keep it down. She was not remotely friendly. Luckily the next night Jordan was working and he was exactly what I expected from a hotel representative. Friendly welcoming and accommodating! He went above and beyond to make our group feel welcome. Unfortunately the last night we were back to feeling unwelcome at the restaurant where we were told after sitting down that no one else could join us ( my child) and it was reservations only. No one told us that, there was no sign and had we known we weren’t welcome we couldn’t have gone into town. The food was delicious and the waiter was great but the hostess needs a lesson in being polite Again it was the way things were said even more than...