Lodge At Giants Ridge

Beautiful location and beautiful building but experienced the worst customer service of our lives here by the front desk staff. Ranking one star because we were not able to even view the room that we booked on our wedding night. My husband and I booked a room here when getting married at Giants Ridge, and we paid in full in advance for the room for 2 nights due to the Lodge's 2 night minimum which came to a total of over $650. We intended to, but did not have a chance to check in on the first night of the reservation due to our rehearsal dinner taking longer than expected, and many family and friends arriving to visit. The Lodge did not attempt to contact us at all when we did not check in the first night we had our room booked. On our actual wedding night, we attempted to check into the room and the front desk staff told us that despite us having paid for the room in full already for two nights, that they would not check us into our room because we had not checked in on the first day of the reservation. In my wedding dress, and my husband in his tuxedo, we spent 25 minutes on our wedding night arguing with the front desk about the situation. By the end of the ordeal, the front desk staff threatened to call the police on us if we didn't leave, even when we told them we did not have a car because we had been dropped off. Neither of us have ever been treated so poorly in our entire lives by any hotel in any circumstance. We contacted the owner of the property 2 days later, and after exchanging multiple emails and a phone call, we were refunded only half of our reservation cost because of the fact that we had argued with the front desk staff about the situation, and their staff member had made comments that we were rude. We explained that we were obviously upset by the situation, who wouldn't be, and that their staff member had handled the situation extremely poorly. Nowhere in the written policies on The Lodge website or in our reservation confirmation details does it state anything about an entire reservation being canceled if check in does not occur on the first day of the reservation, and they did not attempt to reach out to us at all to prevent this situation from unfolding. Our family and friends brought over $10,000 of revenue to the business for our wedding, and we believe that the staff should have been able to find some way to accommodate us on our wedding night, especially because we had already paid in full for the room for two nights. All this being said, the owner responded that we had been "fairly compensated". The remainder of our wedding week at Giants Ridge was spent at the Villas and Green Gates Guest Houses, and we cannot understate how much we loved our accommodations at both of these locations. The staff were exceptionally friendly and accommodating to our entire wedding party and families through the entire weekend. We were extremely lucky that we were able to secure a Villa as a backup option later on our wedding night at 1:30 AM. It sounds like a horror story but in reality we had an absolute amazing wedding at Giants Ridge, in spite of our experience at The Lodge. We would not recommend supporting a business that treats its customers so poorly. They care more about keeping your money than they do providing customer service, even on your wedding night!

Great prices for the value - both for the stay at the lodge and skiing. Our $200 room had a full kitchen, nice living area, and a king-size bedroom. We had small gripes, but overall no complaints worth including in this review. Can't beat the location to ski-in and out. You can tell the Lodge is hurting post-pandemic as the lodge restaurant was closed due to staffing issues (ate next door at Burnt Onion instead). It also just seems somewhat bare and not very cozy...decor/ambience could use a little work in the huge, main floor seating area. Wish the lower level with the fireplace had comfy seating. Arcade/Game room was great (2 pool tables, air-hockey, bubble hockey) for our teenage sons. Hot tub and pool were nice (but busy as expected). When we return to Giant's Ridge we will definitely stay here!

Beautiful location and beautiful building but experienced the worst customer service of our lives here by the front desk staff. Ranking one star because we were not able to even view the room that we booked on our wedding night. My husband and I booked a room here when getting married at Giants Ridge, and we paid in full in advance for the room for 2 nights due to the Lodge's 2 night minimum which came to a total of over $650. We intended to, but did not have a chance to check in on the first night of the reservation due to our rehearsal dinner taking longer than expected, and many family and friends arriving to visit. The Lodge did not attempt to contact us at all when we did not check in the first night we had our room booked. On our actual wedding night, we attempted to check into the room and the front desk staff told us that despite us having paid for the room in full already for two nights, that they would not check us into our room because we had not checked in on the first day of the reservation. In my wedding dress, and my husband in his tuxedo, we spent 25 minutes on our wedding night arguing with the front desk about the situation. By the end of the ordeal, the front desk staff threatened to call the police on us if we didn't leave, even when we told them we did not have a car because we had been dropped off. Neither of us have ever been treated so poorly in our entire lives by any hotel in any circumstance. We contacted the owner of the property 2 days later, and after exchanging multiple emails and a phone call, we were refunded only half of our reservation cost because of the fact that we had argued with the front desk staff about the situation, and their staff member had made comments that we were rude. We explained that we were obviously upset by the situation, who wouldn't be, and that their staff member had handled the situation extremely poorly. Nowhere in the written policies on The Lodge website or in our reservation confirmation details does it state anything about an entire reservation being canceled if check in does not occur on the first day of the reservation, and they did not attempt to reach out to us at all to prevent this situation from unfolding. Our family and friends brought over $10,000 of revenue to the business for our wedding, and we believe that the staff should have been able to find some way to accommodate us on our wedding night, especially because we had already paid in full for the room for two nights. All this being said, the owner responded that we had been "fairly compensated". The remainder of our wedding week at Giants Ridge was spent at the Villas and Green Gates Guest Houses, and we cannot understate how much we loved our accommodations at both of these locations. The staff were exceptionally friendly and accommodating to our entire wedding party and families through the entire weekend. We were extremely lucky that we were able to secure a Villa as a backup option later on our wedding night at 1:30 AM. It sounds like a horror story but in reality we had an absolute amazing wedding at Giants Ridge, in spite of our experience at The Lodge. We would not recommend supporting a business that treats its customers so poorly. They care more about keeping your money than they do providing customer service, even on your wedding night!