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Grouse Mountain Lodge
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Reviews (968)
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All reviewsgolf courseglacier national parkfree shuttleshuttle servicedowntown whitefishhot tubloft roomindoor poolclose to townski hillwest sidefitness centersun roadbeds were comfortableminute driveoff seasonbig mountain
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634 - 639 of 968 reviews
Reviewed 19 April 2014 via mobile

We checked in, service was average, though the bellman was super friendly. The tv didn't work, WIFI didn't work; constantly booted us off. The bar closed early (we went down at 11pm but the binder in the room said it was open until 12am). It wasn't. The best part is that the hotel website says there is a video arcade. We asked for directions to it at the front desk and they told us they haven't had one in 2 years. FYI There is absolutely no soundproofing in this hotel either. Looking for a romantic night with your partner? Stay elsewhere. Unfortunately we're here for 2 more nights as the town is full and we pre-paid.

  • Stayed: April 2014
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2  Thank Adamandbethany
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 18 April 2014

This was our first time at the Grouse Mountain Lodge and we were very pleased with our choice. We arrived late in the afternoon after travelling all day. We had our 17 month old daughter with us and were too tired to go out to dinner so we ordered room service. I ordered the Pork Shank.....Beyond wonderful, It was so good I don't remember what my wife ordered. The service so amazingly quick. The next day we took the free shuttle to downtown Whitefish, and after shopping and strolling all day the hot tub was wonderful. I wish the pool had been just a tad warmer.
We enjoyed the room service so much the day before that we did it again!!
Thanks Grouse!!!

  • Stayed: February 2014, travelled as a couple
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Thank JLMED
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 13 April 2014

We have stayed here several times a year for several years, and we have noticed a significant depreciation in the customer service in this lodge. There are a few very notably reliable employees, such as Jennifer and Angela, that had made our stays absolutely spectacular, and who have redeemed this property for us, but there are more that are reliably rude, indifferent and even insolent with respect to reasonable requests that are within the purview of their jobs (including some management, which explains the issue being a pervasive one). The only reason this is not getting a 1 star review is because there are wonderful employees in both the reception and lounge/restaurant area who are wonderful to deal with and encounter.

Despite that, the feeling we have been left with the last few times we have been here is of the sense that our presence as guests is an imposition and that we are not welcome. For example, when sufficient wood is available and positioned at the front door for all to see, a refusal to light the fire in the main lobby fireplace with an "Aint gonna happen" goes beyond poor service. Upon our arrival this trip, the room requested upon booking (and which was available for us upon booking) was occupied, and of course, not much could be done about this. Also, having a rude and abrupt front desk clerk carry on a personal conversation for 10 minutes prior to acknowledging your presence, and is then surly, and even hostile, about being asked to inquire about a day spa service within the Lodge, is also beyond words regarding a distinct lack of customer service.

This particular visit was heralded with a room we requested at point of booking, which was available at the time of booking, being given to guests who had arrived prior to us. We were given the same type of room, but at the loud highway side of the hotel, which was why we had requested the quieter other side of the Lodge. So, we asked when the particular room we had requested be available, and were advised in three days. We indicated that we would move when it became available, and the clerk mentioned that she will make a note of it. Fine and settled we believe. Wrong. Instead, we inquire with the front desk about moving and are told that housekeeping is done for the day (it is 4 PM and our room has still not been cleaned) and that the room is vacant but not cleaned so we can't have it, contrary to what we were advised upon arrival. After some discussion, pointing out that there is no difference between our current room being cleaned and the other room being cleaned, housekeeping finally agreed to clean the room. The other room had been booked by someone else, so it was this room or move to a different floor with a different size and number of beds. Also, the manger on duty at the time had to be called at home, and was not even on the premises.

If these things had happened only on one visit, perhaps this could be disregarded, but this is an ongoing pattern observed over the last 3 visits within a years time frame. What had kept us coming back, was the previously outstanding experiences we had over the years, but there is a tarnish forming on that, as those experiences are being over shadowed by poorly house-kept rooms (even dirty sheets and towel on one visit!), rude service, and an overall lack of interest in providing exceptional and quality customer care. If you go knowing this, perhaps when met with these sorts of experiences, you will not be as offended or taken aback, but if you have an expectation of a service industry business actually being about good service, be prepared to be greatly disappointed with "Grouch" Mountain Lodge.

God help you if you raise a concern regarding any of these above issues, which we did the last time we stayed here, as you will be given scowls and indifferent treatment galore upon your next arrival. We had bought a Groupon for the last visit, and when feedback was requested we fairly gave both positive and negative as due. Clearly when a concern reaches the point where it is shared as requested feedback regarding customer service issues in the Lodge as a whole, the appropriate and professional manner in which to deal with this is to make an attempt to improve the situation, so that the customer doesn't have that experience again; continuing to repeat the behaviours and attitudes is neither professional or kind.

The bottom line: If you don't like people, don't like working with people, or having people ask you to do things related to your job description, find another industry to be in as the service industry is simply just not for you.

Room Tip: The rooms by the highway are very loud and if you have any sleep issues, rooms on this side will likely be problematic for you.
  • Stayed: April 2014, travelled as a couple
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7  Thank fleabaggins
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GrouseMtnLodge, General Manager at Grouse Mountain Lodge, responded to this reviewResponded 21 April 2014

Dear fleabaggins,

Thank you for taking the time to give us some feedback regarding your visits to Grouse Mountain Lodge. It is good to hear that you did have positive interactions with some of our staff members but some of the negative interactions you describe have me concerned. If possible, please give me a call directly at 406.863.4709 to discuss.

Danny McIntosh
Assistant General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 9 April 2014

Very pleased with this facility. The people in the spa were very attentive and a pleasure to visit with. The services we received were good as well.
This hotel is very clean and spacious. The beds are so comfortable. Room service was quick an pleasant.

Could use a little updating at the outside hot tubs.

  • Stayed: April 2014, travelled with friends
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Thank wahuppe
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 6 April 2014 via mobile

We stayed here after purchasing a Groupon. Thank you so much for the great deal! We enjoyed our stay. I will agree with previous reviewer on the housekeeping. They skipped us one day and we had to request towels. I also wish it would have been vacuumed a little more thoroughly. But all in all a great place to stay!

Stayed: April 2014
1  Thank sro406
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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