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“Poor Customer Service”
Review of High Peaks Resort

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High Peaks Resort
Ranked #4 of 32 Hotels in Lake Placid
Certificate of Excellence
Reviewed 24 December 2012

We decided to stay here for a mini honeymoon so we decided to get the "Celebrating Your Love" Package. This package included a 2 night stay in deluxe accommodations, a 50 min couples massage, breakfast in bed each morning, and Champagne and chocolate covered strawberries upon arrival. In the beginning it was a little pricy but we thought we should spluge since it was our "minimoon" . We checked into our room and our "deluxe accommodations" weren't anything spectacular the view was nice though. As soon as we got there we left for our massage (which wasn't that great) and later found out that our credit card was charged $200 when it was supposed to be included in what we had already paid. Upon arrival we received two slips to order breakfast for the next morning to enjoy in bed. We called to front desk to have someone pick it up, so someone prompty came and got it however, somewhere our slip got misplaced. Our breakfast in bed was supposed to be delivered at 8:30. We didn't receive our breakfast until 9:50. This was even after a phone call to room service. The breakfast that was provided for us didn't come with half the things it listed on the menu, like homefries and fresh rolls and they didn't provide enough syrup for our pancakes either. The next night we called roomservice to pick up our slip for the next morning. NOONE showed up. We waited for more than an hour and then decided to stick the slip in the hallway because we couldn't wait in our room all day for someone to come pick it up. The next morning we woke up expecting to get breakfast at 7:30... however the slip was still in the hallway NO ONE ever came to get it. So rather than having a breakfast that was included in what we paid, my husband had to go out in a snowstorm to get us breakfast. When we got home we looked at our credit card statement and there were two additional charges on it from the hotel that should have been included in the price we paid or should have been "free". Another issue with the hotel was that the internet in our room was down for at least two days which was a HUGE inconvience in trying to find restaurants to eat at and other things to do in Lake Placid. It also hindered us in being able to look at an accurate weather forecast so we could have a safe drive home. The only really nice thing about the hotel was the shower and that it was pet friendly.

  • Stayed: December 2012, travelled as a couple
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Thank kl143897
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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946 - 952 of 1,360 reviews

Reviewed 22 December 2012

My wife andnimstayednhere forms wedding foe one night. The room was very clean and decorated nicely. But the best part easy the view and balcony overlooking mirror lake and the mountains. I think every room has this view but I recommend one of the upper floors. Another big plus is that the hotel is right at the end of town steps away from all the shops. Even being close to everything it still has good parking. All around good experience.

Stayed: December 2012, travelled as a couple
Thank JBTravels_88
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 20 December 2012

This was a perfect resort for our family, age ranging from 63 to 3 and the dog. The rooms accommodated us all comfortably. 2 Queens and a King with pull-out sofa and fabulous spacious bathrooms. Even my 3 year old grandson who hates baths, loved the center ceiling rain shower. This was almost a wet shower room but with a door and so spacious, 2 could share ! Loved the stone walls. Overall these were great rooms and excellent value, however, there were some minor housekeeping details missed. The mirror in the bathroom of the King had been left very, very dirty and so were the bathroom glasses. They had not been replaced from previous guests and like a previous travelers had mentioned they do not clear away anything from room service left over from the night before. So the empty champagne bottle and dirty plates stayed with us the entire stay. I guess you have to put them outside your room. Also, regarding room service. My daughter had ordered champagne and chocolate covered strawberries upon arrival but they were not in our rooms when we arrived very late at night. They were found in a fifth floor room and were delivered to us eventually. We were welcomed warmly by the front desk staff and they remained so throughout our stay. They are knowledgeable and friendly did respond quickly to the whereabouts of our order. They kept the lobby fireplace roaring and there was hot chocolate and cookies during the afternoon. At 6pm a small bar opens up so this was ideal place for us a family to meet and linger. The Hotel was beautifully decorated for Christmas and the resort ideally situated in town just across the road from the lake and close to charming shops, restaurants and cafes. It even snowed on our second day adding more magic to our location. Sorry not to have given 5 stars we had such a lovely stay but the housekeeping let them down. Word of warning, the attached spa is expensive and not that good but I doubt it's run by the Hotel. The restaurant is ideal for a large group and adequate but there is plenty of fabulous choices outside. Take a dip in the indoor pool but longer stay in the Hot Tub !

  • Stayed: December 2012, travelled with family
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Thank bateson49
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 19 December 2012

Overall I was very satisfied with my stay. I did find the pricing high but, the room was modern and updated. The bed and pillows were super comfortable. The showers were really nice with multiple shower heads and decent water pressure. The towels were soft. The room had a very large flat screen tv and were well light. The location is great since you can walk to all the restaurants and stores. The lobby had a pretty fireplace and was nicely decorated for the holidays.

The only negative was the pool/hot tub were small and over clorinated...so badly we couldn't use them as the chlorine was burning our throats and eyes. That was a bummer since we really wanted to relax in the hot tub.

  • Stayed: December 2012, travelled as a couple
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Thank Xenawman
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 17 December 2012

We just returned from a weekend at High Peaks Resort. This is a wonderful place to stay in the village of Lake Placid, walking distance to all the little village shops. The main goal of this trip was to enjoy a winter weekend with family. We did ski at Whiteface on the Saturday -awesome hill - and then two of our members braved the Bobsled run on the Sunday. Unfortunately there was insufficient snow for tubing or dog sled races. The hotel rooms were very comfortable, spacious,clean and renovated about 4 years ago; excellent beds, in room refrigerator and beautiful bathrooms with a bench in the stand up shower. We were ion room 319 and our daughters just down the hall -good location and great view of Mirror Lake. Our room offered a king bed and huge sofa! Since our two daughters and families joined us, our room became party central and did accommodate 10 of us! We had purchased a deal thru Travelzoo and it included breakfast daily and dining vouchers in the Dancing Bear restaurant in the hotel. Meals were plentiful and delicious -this was a great deal! Staff at the front desk were most accommodating and friendly. Definitely a good value and we would certainly return.

  • Stayed: December 2012, travelled with family
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2  Thank AMRH04
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 12 December 2012

We planned a mini-vacation to The North Pole/Santa's Workshop & an overnight stay at High Peaks.
The price of our BEAUTIFUL, SPOTLESS room was GREAT (& even discounted if we paid in advance!); the staff were helpful, friendly and always available; the pool area was warm, clean and fun...
We couldn't have asked for more... we WILL be returning in the future! Thanks for everything!

  • Stayed: December 2012, travelled with family
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Thank AHop4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 11 December 2012

If you are looking for quality service and amenities, do not go to the High Peaks Resort. My husband and I just got back from a long weekend in Lake Placid, and while we had an amazing time, it was in no part due to the hotel. I apologized to my husband a hundred times over the weekend for picking such a lackluster place to stay for our anniversary. We ended up staying away from the hotel as much as we could to make the most out of our anniversary trip.

For those of you looking for a quick and dirty review, here are the basics. Those who want the juicy details can read on.

Pro’s:
-Comfy bed
-Good location

Con’s:
-Poor housekeeping; Trash & old food was left on the dresser in our room, bed messy
-We had a broken tv and radio until they fixed it but didn’t admit they were broken
-Super thin walls
-Wifi didn’t work anywhere (room, lobby, restaurant all wouldn’t connect)
-Whole 4th floor smells like pool/chlorine
-Pool/Jacuzzi area is old, outdated, concrete and generally icky
-LP bar area always packed with families/kids (would be fine if it wasn’t a BAR)
-Strange/condescending staff members

When we arrived and checked in to our room, I found a bottle of champagne on ice and a plate of chocolate covered strawberries; a surprise from my husband. We enjoyed the wine and strawberries that afternoon and evening, and left the empty plate with strawberry tops, ice bucket of water and empty bottle on the dresser where we found them the next morning. When we arrived back late the next afternoon, our room had been cleaned, but the dirty plate, ice bucket (now water bucket) and empty bottle were all still there. This was gross to me because now at this point the strawberry tops had been sitting out for 24 hours. It was strange that housekeeping would clean the room but blatantly leave trash and old food in the room. (Nitpicky side-note; the bed was messily made; in fact I had to check and see if we had fresh towels to even know if the room was cleaned because it looked as if my hubby made the bed!)

My husband and I went down to the restaurant for a snack at this point and stopped at the front desk to report the trash left in the room as well as the TV that wouldn’t power on and the iHome speakers that wouldn’t play music from our iPhones. The man at the desk was very pleasant and apologetic and said he would take care of the three items.

When we returned to our room about an hour later, the TV and radio were both on FULL BLAST (freaky to walk into the room and find that) and the trash was still there. We also had a note saying that we had to give the tv “time to change channels.” This struck us as funny because we couldn’t even get the television to turn on, nevermind wait to let the channels change. There was no apology or accountability taken for the broken and now fixed tv or radio, just a note telling us to give the TV time. That was more annoying than anything else, not a huge deal.

The huge deal was the strawberry plate that was still there!!! We gave it a couple more hours, and no one ever came by to pick it up. So, we carried it downstairs to the front desk to make a point. The odd woman was back, she took the stuff, told us, and I quote, “Housekeeping does better when you put these things outside your room….ugh. Now I have to call them to pick this up.” WHAT?!!?! Telling us what we did wrong, instead of apologizing?! She literally did not say sorry and just acted annoyed that we brought down the 24-hour old dirty plate downstairs after asking to have it cleaned.

Other things that were dismaying about the hotel:
-The walls are paper thin. We got to hear our neighbor tell his dad all about the restaurant that has boneless wings, and we could hear every single time our other neighbor went to the bathroom…not just the toilet flushing.
-The “soothing hot tubs” are actually one hot tub in the winter, connected to the pool, old concrete with poor lighting. There was nothing soothing about that atmosphere.
-This is not completely the fault of the hotel’s, but the pool and fancy bar area (LP’s I think it is called) were ALWAYS packed with families and children. The pool was not a huge deal (didn’t help the “soothing” hot tub aspect, we actually felt a little creepy being two adults surrounded by kids 12 and under in the hot tub….didn’t stay very long)…but we were very disappointed to not get to enjoy any time at LP. It looked so beautiful, with leather chairs, pretty decorations and always a fire going. We just did not feel comfortable sitting in a bar atmosphere that was filled with kids running around.
-Internet wouldn’t connect in the room or the lobby. In the restaurant, it didn’t even pick up a signal. My waitress made me “walk around” to try and find it…no luck.
-Apple cider = weird cider syrup and hot water. Yuck.

Things that were nice:
-The bed/pillows/linens were all very comfortable
-The location is great for walking around Main St. Lake Placid.

Bottom line is if you want to get what you pay for, don’t go to High Peaks. This place is overpriced and I really didn’t like it at all. Next time we go to Lake Placid we will check out the Mirror Lake Inn, that appeared much more on our level.

  • Stayed: December 2012, travelled as a couple
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1  Thank Stacey L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HighPeaksResort, General Manager at High Peaks Resort, responded to this reviewResponded 26 December 2012

Dear Stacey L.
Thank you for bringing your experience at the High Peaks Resort to my attention. Please accept my sincere apology for the problems you encountered during your stay. Be assured I have personally reviewed your concerns with my staff. Please contact me via e-mail, so we may set up a time to discuss these issues further and to give me the opportunity to restore your confidence in the High Peaks Resort.

Sincerely,
John J. Marko Jr.
General Manager
jmarko@highpeaksresort.com
518-523-4411 Ext: 300

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 High Peaks Resort

Address: 2384 Saranac Ave, Lake Placid, NY 12946-3377
Phone Number:
Region: United States > New York > Lake Placid
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Business Hotel in Lake Placid
#3 Top resorts Hotel in Lake Placid
#3 Luxury Hotel in Lake Placid
#3 Spa Hotel in Lake Placid
#4 On the Beach Hotel in Lake Placid
#5 Romantic Hotel in Lake Placid
#5 Family Hotel in Lake Placid
Price Range: £95 - £211 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — High Peaks Resort 4*
Number of rooms: 133
Official Description (provided by the hotel):
Overlooking the shores of Mirror Lake and conveniently located on Main Street, High Peaks Resort is a modern Adirondack retreat. Guests enjoy magnificent views & direct access to all the opportunities the High Peaks region has to offer, not to mention a rejuvenating full-service spa and unique dining options including the world-famous Dancing Bears Restaurant, Lake Placid's Celebration Destination and Outdoors at Dancing Bears, which boasts Lake Placid's most stunning outdoor patio. ... more   less 
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Also Known As:
High Peaks Hotel Lake Placid
High Peaks Lake Placid

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