Lakeview Hotel: a first-timer's poor experience in lovely Chelan
Posted in the Entiat Forum
#1 Jul 26, 2011
My boyfriend and I had the opportunity to enjoy the new Lakeview Hotel. The master suite is gorgeous. We found the other room, though smaller, just as beautiful, luxurious and comfortable. It is quite obvious the rooms were crafted with the highest quality in mind. This is evident in the details, fixturing, and quality of furniture (THE most comfortable bed I've ever slept in!), fabrics and amenities.
What was an incredibly lovely weekend getaway soon turned into a nightmare. Though the hotel should proudly boast it's offering, it's service and staff leave much to be desired. It was quite clear fundamental processes had not been put into place (e.g. we had to wait until a staff member found someone who knew the check-out process. This happened to be the 4th employee she asked.)
What is most unsettling is the over-charges/double, triple charges my boyfriend and I had soon discovered when reviewing our credit card statements. Upon calling the owner of the hotel, Brent, he offered to mail a check for the over-charges. In this day and age it seems a rather archaic way of doing business. After speaking to Brent, I still am unclear as to why they are unable to simply credit my account for the over-charge.
There was a tremendous amount of confusion as to what the correct bill was. Upon checkout we were not provided with an itemized statement. While trying to sort out the over-charges with Brent I asked him for an itemized statement. It was quite clear he felt extremely put out and that my request was an incredible ask. He took my fax number and abruptly finished the call without any kind of closure. He hung up. His frustration, caused by his own operations & processes, or lack thereof, was very evident to me.
I am a consumer whose chose his place of business to spend my money. In retrospect I would have spent it anywhere else, even if that meant it was in another town. His angered behavior left me with the impression that customer satisfaction is not a priority. I haven't been treated in such an unprofessional way in quite some time. Though the Lakeview Hotel offers beautiful and luxurious rooms, its service and emphasis on the consumer's experience leaves much to be desired. Needless to say I will not be making a return visit.
#2 Jul 22, 2013
I aggree with Barb's comments. I stayed July 20th 2013. We had to wait upwards of 15 min for the bartender to come over and check us in. The rooms are directly over the bar and on a busy Friday night I dought anyone got any sleep prior to about 1:00 am from all the noise coming from the bar. Myself and another patron complained to the bar manager and he acted like he had no time for either one of us. At $225.00 a night my get away was a total waste of time. The room had a nice skylight but it was right over the bed. So not only could I not fall asleep but now had to wake up at sunrise. There was no check out procedure as we left at 7:00am and there was no-one on sight for checkout. I guess I should have served my self a few drinks to make up for their lack of anything.
#3 Sep 6, 2013
We just returned from 3 nights over Labor Day at the Lakeview motel...it's the 2nd summer we have been there. We can't believe a word of the last two people's comments....both our stays there were the best, great staff and excellent food.
The owners are awesome, they always had time to chit chat with us and make sure our every need was taken care of.....we plan to do the same next year.
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