2/10 Terrible
Xiaomai
Jul 3, 2025
Disliked: Cleanliness, staff & service, room comfort
Partial refund request
Dear Manager,
We arrived in Crandall Mountain Lodge on June 16 just after 10pm, the office was closed. We found a key and a piece of paper showing unit #18, but the #18 door was not openable with that key. We called without answering and were left on the street for hours until we found that unit #2 was not locked, and the key we got also opened unit #2!
We decided to stay in #2 as it was 2am in the morning already. To make our experience worse, we found people’s hair and yellow stains on the bedsheets, so we had to sleep that night with clothes on. because of the uncomfortable sleepiness night, we also had to cancel a nonrefundable tour the next day.
We talked to the front dest in the morning, they agreed to refund us 25% of the hotel expenses but told us we have to ask Hotel.com or Expedia to call the hotel in order to get the refund.
Given all the suffering, we would not accept 25%, but request to get the first night cost refunded.
If you need more details, please let me know by calling 312-826-5767 or email me at “eqda1213@gmail.com”
Thank you, I look forward to hearing from you.
With best regards,
Xiaomai Zhou
Xiaomai
Stayed 2 nights in Jun 2025