My husband and I had the most terrible experience with Lake Hotel (Room 213 to be exact) considering it was our wedding anniversary during our supposedly staycation. I booked through a phone call and was advised that the only available room is a pwd room. I asked him its difference with the other rooms, and said that it was just the railing on the bathroom. We never received any confirmation letter for our booking. I have been working with hotels with my job and it is a must for them to send a booking confirmation letter. Room price is not worth it for how the room looks like. We usually check the bathroom first every time we go on staycations. Bathroom looks filthy, using only shower curtains with the rubber mat hanging on top of the rail. Sink and countertop have stains making it look even more cheap and dirty. When they found out that we were disappointed, they suddenly offered a room upgrade. But initially when I was inquiring, the reservation agent told me that they were fully booked and no other rooms were available other than the room he offered. I wonder how they kept telling us when we were leaving and requesting for a refund that their hotel does not have any refund policy. It was as if that the duty manager did not know what he was telling us- no refund because it’s peak season. This is unacceptable. All hotels we have dealt with normally have a refund policy in place. Until now, there has been no update on this concern. Lake Hotel has to do something with their facilities and rooms as well as train their staff how to deal with concerns such as ours.
