USPL Reviews Provided by
Lake Yellowstone Hotel And Cottages
MarkS907 from: Green Valley, Arizona
Trip Type: Couples
Published Date: Jun, 20, 2021 Travel Date: Jun, 1, 2021 Rating: 4
Good, centralized location for visiting Yellowstone National Park. Spent three nights, only able to get dinner reservations for one. Not many other food options. The night we were able to be seated, they did not have about half the entrees.
Published Date: Jun, 19, 2021 Travel Date: Jun, 1, 2021 Rating: 2
Needs Serious Help
1. Check In: The many new persons at the front desk were not prepared. They were not familiar with anything about the hotel. (Where the rooms are located, where the bathrooms are located, how to check someone in, how to check rates, etc) It took an hour to check in while working with the representative. Our rooms were not ready by 4:30. We asked to have our room cleaned or at least fresh linens. They did not provide this and everyone has a $5 discount for not having housekeeping. The front staff was not well trained and had lack of support at the front desk. I asked a manager if they could help her, but that didn't happen. I felt badly for her and the several other new and untrained representatives. What I am describing happened to numerous people as per what we witnessed at that time and discussions with others. Eventually a real manager came and rescued this poor your lady who was completely frazzled. Things improved significantly when this gentleman got involved.
2. The restaurant was inadequate to be polite. Food and Service deserve a 1. We had a group of 12 and sat at two tables. We ordered at the same time and one table was served after a 45 minute wait, the other 1 hour and 20 minute wait. The first table was finished before the first table was served. Several entrees were returned and several were just not consumed due to the poor taste. Mine was not edible, it smelled bad (lobster), the Wagu beef was a hockey puck that I couldn't cut. The meatballs that the kids ordered were golf balls. The salad was okay. Then we were overcharged. We were told that some people at the other table had not paid. We had to go back later to dispute this and they had paid. They still argued this, until the bill was brought up in their computer. They returned the money (this took an hour) but the tip was not recovered. (Yes, we still tipped as I believe that tipping is the right thing to do.) We even spoke to employees who shared with us that they would not eat the hotel and that everyone complains about service and the food.
3. We has reservations for 3 nights, which we of course wanted to cancel as we never wanted to return to the restaurant. In order to cancel you must call a general number, which I did and either got a busy signal or was on hold for 20 minutes.
The good points about this Hotel: The wildlife is just outside the doors and windows. A beautiful area with so much potential in improving the experience. It is on the lake and it is nice just to sit at the large windows and look at the lake and wildlife. Respectfully, the humans are what need assistance at this establishment.
- Rooms: 3
- Sleep Quality: 3
- Service: 1
thistle2016 from: Billings, Montana
Trip Type: Couples
Published Date: Jun, 14, 2021 Travel Date: Jun, 1, 2021 Rating: 2
Apologies and excuses
We have stayed at Lake Hotel many times over thirty years, and this was our first bad stay.
We had reservations for three nights in June. Several weeks prior, we began calling to make dinner reservations for the stay. We did not receive confirmation, so tried to make them on registering.
We were informed that no reservations were available for any of the nights of our stay. The only available food was at Lake Lodge, where we waited in a 45 minute line for takeout which we ate in our car because there were no tables, picnic or otherwise, where we could sit. This was the case each evening of our stay.
Restaurant staff informed us that we “should have called in January “(!)
The prices were not reduced ( and they’re quite high), so everyone is paying full price for a hotel without amenities.
We were also informed on check- in that no one would be servicing out room during the stay, “because of covid,”
This morning when we were to check out we arrived at the dining room at 7:30. We waited 40 minutes for a table.
I received a 25% credit on the room but I would much rather have had the kind of stay we have been used to and for which the hotel has been known. Unsure when or if we’ll return
m_time7 from: Florida
Published Date: Jun, 9, 2021 Travel Date: May, 1, 2021 Rating: 1
Lake Yellowstone Hotel Bait and Switch
Hotel does not have ample parking for guests. Hotel has a safety light in bathroom that stays on all night and illuminates the room at night even with the bathroom door closed. Hotel has beautiful lake view, yet cannot take crisp clear photos since there are screens on every window in the room. Xanterra Travel Collection staff when we called told us that there is a refrigerator in each room, this information is also provided on the website. Upon arrival, we were told when we called the front desk that refrigerators were for medical use only. This contradicts both the website and the staff that we called twice to verify at Xanterra. Thermostat was not working in the room. Did not have a place to refrigerate leftovers only an ice bucket. It should be noted that at Old Faithful there is a cafeteria and a coffee bar/sandwich counter, as you walk through the door there is a service desk, with NPS staff. When we requested that the NPS staff call the hotel to assist us with dinner reservations, they refused to call and also refused to provide us with a direct number so we could call on our own. Further, staff said that we could make dinner reservations when we checked in to the hotel. When following this advice we learned at the hotel that the dinner reservations were booked. The Manager Kole did arrange dinner for us for one night. However, Xanterra sent an e-mail with the following "For those guests with lodging reservations at Lake Hotel who do not yet have dinner reservations, please call us at 307-344-7311 to make those arrangements," even though there were no openings. These NPS staff at Old Faithful should be retrained and their employee appraisals should reflect their actions and comments made to visitors of Yellowstone National Park who needed reasonable assistance. Xanterra should let visitors know that refrigerators are for medical use only.
- Rooms: 1
- Cleanliness: 4
- Service: 1
spareflair from: New York City, New York
Published Date: Jun, 8, 2021 Travel Date: May, 1, 2021 Rating: 4
It's all about the location
The good: the location can't be beat. You'll find yourself close to many main attractions in the park, getting you a head start and preventing parking lot headaches and later-day heat. The beds are comfy and the room overall is high-quality. We even saw a bison go through his nightly scratching routine from the window in our room, and enjoyed walking along the beach by the hotel both at sunset and the morning the next day. Prepare to get dirty going down to the beach, but it is worth it.
The bad: the restaurant is not great, expensive, and is slow. The 4 p.m. check in process is very slow. The fire alarm blinks a light all night--bring a sleep mask. The bathroom has a light you can't turn off. No wifi, despite their ability to process credit card payments, hmm.
- Value: 3
- Sleep Quality: 3
- Service: 3