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“Did not get the room I booked”

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Fort William Henry Hotel and Conference Center
Ranked #13 of 88 Hotels in Lake George
Pittsfield, Massachusetts
Level Contributor
171 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 67 helpful votes
“Did not get the room I booked”
Reviewed 3 September 2013

I booked a Grand King room to celebrate my husband's and my anniversary. When we arrived we found out that our room had 2 double beds and faced the parking lot. The elderly man working the desk obviously didn't care about our situation even though we had a confirmation letter. It was apparent that this man gave away our room, and told us to talk to the manager the next day. We weren't able to talk to the manager until the day we left. He did apologize and did credit our bill for the inconvenience. The resort is clean and convenient to the attractions. We would normally have gone back but it left such a bad taste in our mouth, we doubt it will happen as it really put a damper on a romantic weekend.

  • Stayed September 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Janice D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SamLuciano, General Manager at Fort William Henry Hotel and Conference Center, responded to this review, 5 September 2013
Dear Janice D,
Let me start by thanking you for commenting on our hotel, in regards to your recent visit. Your feedback is very much appreciated and we use this information to improve. Our goal is to create a great experience for each of our guests. We learn from every comment.
We are sorry that your guest room did not meet your expectations.
It was a pleasure having you as our guest. I’m sorry you will not be visiting Lake George again.
Thank you for this useful feedback!
Sincerely,
Sam Luciano
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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941 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (345)
Date | Rating
  • English first
  • French first
  • German first
  • Spanish first
  • Any
English first
Syracuse
2 reviews
Reviewed 3 September 2013

Our room felt like an outdated motel room. Everything was clean and the location was superb. Our bathroom door didn't close properly. Requested a rollaway (for $20 more!) and had to request it again. Complimentary coffee in the lobby was hard to find (hidden in a cabinet) and dreadful. For the price, I would never choose this hotel again.

  • Stayed August 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank notmyrealname26
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SamLuciano, General Manager at Fort William Henry Hotel and Conference Center, responded to this review, 5 September 2013
Dear notmyrealname26,
Thank you for commenting on our hotel.
Our hotel property is very unique. We have three different types of accommodations, each with their own location, ambience, and amenities. We have taken great strides to differentiate them to potential guests. Our web page even has a video of each section to help our guests make informed travel decisions. Our standard east section is our most economical and is still the most popular with our VIPs for a variety of reasons, including its proximity to our outdoor pool. .
We are sorry these accommodations did not meet your expectations.
Again, thank you for this useful feedback!
Sincerely,
Sam Luciano
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Boston, Massachusetts
1 review
Reviewed 3 September 2013

This hotel was perfect for our family! We stayed in the main portion of the hotel in adjoining rooms with our friends. The rooms were clean and updated. The beds were very comfortable. The views overlooking the pool and lake were gorgeous. We will definitely stay here again.

  • Stayed August 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Ilona G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SamLuciano, General Manager at Fort William Henry Hotel and Conference Center, responded to this review, 5 September 2013
Dear Ilona G,
Thank you for sharing these positive comments on Trip Advisor. We appreciate your kind words.
Our staff strives daily to deliver a product that exceeds our guests’ expectations. It is always nice to hear when we have done our job.
It was a pleasure hosting you and your friends. We hope to see you again next time you are in the Lake George region. If we can be of assistance in the future, don't hesitate to contact us at 1800-234-0267. Again, thank you for the praise!


Sincerely,
Sam Luciano
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
New Haven, Connecticut
Level Contributor
8 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 2 September 2013

My boyfriend and I stayed at the Fort William Henry for Labor Day weekend. We booked a lake view room in the premium east section. We were greeted by a friendly staff member upon check in and headed to our room. That is where it went downhill. The room was a HUGE disappointment. There was wallpaper peeling off the walls, a strong perfume odor filled the room and cracks in the paint on the ceiling. Sadly, that wasn’t the worst part. The bathroom was DISGUSTING!! There was black mold all around the top of the walls and on the ceiling. Unfortunately, with it being a holiday weekend the hotel was booked and we were unable to switch rooms.
Aside from the location, this hotel has little to offer in the way of rooms. Two years ago, we booked a room on the standard west side. On that occasion when we checked in, we were given room keys to a room that was already occupied. Upon returning to the desk, we were given another room on that side and it was awful. It was extremely old and worn, dirty and the toilet ran non-stop. We went back to the desk and complained and were moved to the premium east side. It was nowhere near as bad as the condition of what it was this past weekend. For an expensive room, I would at least expect to find it be in decent condition with a clean bathroom. It will be quite some time before we would even think about staying at this hotel again.

  • Stayed September 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank elizabeth c
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SamLuciano, General Manager at Fort William Henry Hotel and Conference Center, responded to this review, 5 September 2013
Dear Elizabeth c,
Thank you for commenting on our hotel.
Our hotel property is very unique. We have three different types of accommodations, each with their own location, ambience, and amenities. We have taken great strides to differentiate them to potential guests. Our web page even has a video of each section to help our guests make informed travel decisions. Our standard east section is our most economical and is still the most popular with our VIPs for a variety of reasons, including its proximity to our outdoor pool. .
We are sorry these accommodations did not meet your expectations.
Again, thank you for this useful feedback!
Sincerely,
Sam Luciano
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC

Travellers are raving about these Lake George hotels

Mt Kisco
Level Contributor
3 reviews
Reviewed 2 September 2013

Pricing is on point. Rooms are clean staff is very friendly location is perfect. Coming back again next summer will be our 4rth time staying at this awesome hotel. Kids and hubby are happy makes mommy happy.

  • Stayed August 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank vicki w
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SamLuciano, General Manager at Fort William Henry Hotel and Conference Center, responded to this review, 5 September 2013
Dear Vicki w,
Thank you for sharing these positive comments on Trip Advisor. We appreciate your kind words.
Our staff strives daily to deliver a product that exceeds our guests’ expectations. It is always nice to hear when we have done our job.
It was a pleasure having you as our guest. We hope to see you again next time you are in the Lake George region. If we can be of assistance in the future, don't hesitate to contact us at 1800-234-0267. Again, thank you for the praise!


Sincerely,
Sam Luciano
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Mountainside, New Jersey
Level Contributor
5 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 30 August 2013

We were invited to a wedding on Lake George aboard the Horicon ship. This hotel was recommended with a wedding room discount for those guests of the Horicon. No one explained there was a choice of hotel rooms or motel rooms.

Upon checking in at the desk with a less than cordial representative, we finally found our room in the motel section. As soon as we opened the door, I was aghast at the quality and condition of the room . In my entire life, I have never been exposed to such surroundings. I took pictures of the cracks in the wall and the deplorable condition of a damaged and paint faded door.. I then returned to the main desk and asked to see the manager, Ryan McKinney, who sympathized with me and explained the hotel was sold out. He offered us a rate of $99.00 per night rather than the $178.00 wedding discount rate. I would have preferred to pay more and enjoy a room.

That evening our disaster continued. The lakeside view room consisted of viewing the Tower Hall with a slight peek of the lake. The contour sheet on the bed became unraveled as it did not fit properly. In the morning we discovered the coffee maker was so filthy we could not use it but rather had to buy coffee from the hotel restaurant instead.

The entire stay was completely depressing and had it not been for the wedding we would have immediately left the premises. This was certainly a memorable trip, but unfortunately not for the right reasons!

  • Stayed August 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank eagledoe
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SamLuciano, General Manager at Fort William Henry Hotel and Conference Center, responded to this review, 5 September 2013
Dear eagledoe,
Let me start by thanking you for commenting on our hotel, in regards to your recent visit. Your feedback is very much appreciated and we use this information to improve. Our goal is to create a great experience for each of our guests. We learn from every comment.
We are sorry that our guest rooms did not meet your expectations. The front desk is trained to take every step possible to make your Fort William Henry experience a positive, memorable one. It sounds like we fell short.
I have passed your concerns onto our management and housekeeping team for review and for comment.

It was a pleasure having you as our guest. I’m sorry you will not be visiting us again.
Thank you for this useful feedback!
Sincerely,
Sam Luciano
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
cumberland ri
Level Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 30 August 2013

We have stayed at Lake George three others times - at The Georgian and Surfside, both of which are directly on the lake. This year we tried something new and it was great for us. I was skeptical of the "motel style" rooms but we found them to be spacious, clean and well worth the money. We were on the parking lot side on the second level (wouldn't stay on the first level though). With outdoor seating, it allowed us to put the kids to bed and then spend some time outside, listening to the acoustic guitar player from DJ's across the street. Because of that, we would actually stay in the motel rooms again (preferably on the pool view site). The other hotel rooms don't have outside access.The location is perfect. I thought I would miss being right on the lake but the views from the pool are spectacular. We walked all around the village. We'll definitely stay here again!

Room Tip: Request second level if staying in the motel rooms. We could only get the parking lot side but it wa...
See more room tips
  • Stayed August 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank karen f
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SamLuciano, General Manager at Fort William Henry Hotel and Conference Center, responded to this review, 5 September 2013
Dear LauraEID,
Thank you for commenting on our hotel. Your feedback will help other travelers make informed decisions. Our goal is always to create a great experience for each of our guests. Comments like yours help us improve.
As you stated in your review, we have different types of accommodations, each with their own location, ambience, and amenities. Our prices vary by room type to reflect these differences. Our standard east section remains popular with many of our guests because of its proximity to the outdoor pool. It was a pleasure having you as our guest. We hope to see you again next time you are in the Lake George region. If we can be of assistance in the future, don't hesitate to contact us at 1800-234-0267. Again, thank you for this useful feedback!
Sincerely,
Sam Luciano
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Fort William Henry Hotel and Conference Center

Property: Fort William Henry Hotel and Conference Center
Address: 48 Canada St, Lake George, NY 12845-1604
Region: United States > New York > Lake George
Amenities:
Bar / Lounge Business Centre with Internet Access Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #13 of 88 Hotels in Lake George
Price Range (Based on Average Rates): ££
Hotel Class:3 star — Fort William Henry Hotel and Conference Center 3*
Number of rooms: 195
Official Description (provided by the hotel):
One of the few area resorts open year-round, the Fort William Henry offers a variety of lodging accommodations with the perfect mix of historical elegance and today’s conveniences. There are three unique buildings to choose from - the upscale traditional grace of the Grand Hotel; the comfort of the Premium East Wing and the convenience of the Standard West Motel. All of our accommodations enjoy access to our extensive amenities, including an indoor pool with sauna and Jacuzzi, Olympic-size outdoor pool, several unique shops & boutiques, and three superb restaurants all on resort grounds. This historic Adirondack hotel is located on an 18-acre estate spanning the southern shore at the head of Lake George. A stunning location combined with beautifully landscaped grounds and world-class views of the many islands of Lake George and the surrounding Adirondack mountains. ... more   less 
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Also Known As:
Fort William Henry Hotel Lake George
Fort William Henry Lake George

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