The Keltic Lodge. Wow what a beautiful location. What a dump of a hotel. Now, that may be a reactionary statement, it may very well be a lovely lodge but it it was overbooked because of a wedding and we were placed in a dark dreary room that had a serious electrical issue,and the front desk manager, Jill, was incredibly rude and took a bad situation and accelerated it into a crisis.
I was sick. I had been traveling on a bus tour with my 89 year old Aunt and my Husband. It had been an long journey from Prince Edward Island and I was thrilled to arrive at the lodge at abut 5:00. I was admittedly cranky. Our room had no heat, it smelled bad and was dark and dreary, but the no heat was the pressing issue, so we called the front desk and someone was promptly sent up. Who was unable to fix it. Some one else was promptly sent up, and seemed to know immediately that the circuit breaker needed to be flipped and went into the locked room next door to fix it. It worked. Lovely heat. For about 10 minutes and then went off. I never really thought about it. I assumed it was on a thermostat and had turned off automatically. But since we were headed out of the room, it was not even a blip on my mental radar... Until I left the dinning room early as I was feeling too sick to finish my dinner. By the way, even sick the dinner was delicious and the service was great.
When I arrived back to the room it was cold. I tried to turn on the heater, nothing, I called down (admittedly in a crankier mood) and the same service guy came back. I asked him why it kept turning off... He said it was overloaded, because there was a wedding and they were using lots of power, more than the service could take. I explained I was sick, cranky and just wanted to go to bed in a warm room. He was unmoved and not optimistic about the heat staying on. I asked if he would have the manager call me. The room warmed up a bit, the manager called.
The woman that called explained that they would like to move us to another room with a working heater, but the lodge was 100% booked and there was nothing they could do... no more rooms, but did offer more blankets and hot tea. I explained my plight. I was sick, I was cranky, I just wanted to go to sleep in a warm room. I didn't want tea, but since the heat was on, I was content. I hung up. The heat went off. I called back.
This time they didn't knock on the door. I just heard the thumping sound of the circuit being flipped in the room next door and the heat came on.
The heat stayed on. I cozzied up in bed and settled in for a sleep. It was dark. I tried to turn on the bedside lamp. It did not work. I followed the cord of the lamp to see if it was plugged in to a wall outlet. It was plugged into a very, very old ungrounded extension cord from the 70's, which was plugged into the wall. I was flummoxed. Why is the lamp not working? The extension cord broken? Wall outlet not working? I called the front desk to find out what I might be doing wrong and my evening went from BAD TO WORSE.
Admittedly I was cranky, but I started the conversation with Jill the front desk manager, in a traditional way. I started to introduce myself and explain my issue. She didn't even listen. She must have assumed I was calling about the heat, which was working nicely still. When I introduced myself, her response was "oh, I know all about you", in a voice and tone one would reserve for Chester the child molester upon his release into her community. This didn't bode well for the upcoming conversation.
Jill went into a defensive tirade about how they could not move us because the hotel was 100% booked. I explained our light wasn't working.... But since she brought up the subject, maybe the lodge shouldn't overbook and have placed us in this dark, dreary, stinky room with electrical problems, problems they obviously knew about because the the service man was totally aware of how to fix the problem by flipping the breaker. OMG, this woman became irate with me, me the customer. She went on to try to interrupt me, correct me without letting me finish my sentence and raise her voice so that I wouldn't be able to talk.
Now, admittedly I am an assertive person and have the customer service skills to de-escalate this situation, but as I mention, I was cranky. I have been in customer service with difficult clients for my entire working career. From working as a insurance claims adjuster, to working in the Superior court system, establishing and collecting child support, to working with mentally ill homeless customers. I know my customer service. I know how to take a volatile potentially dangerous situation and de escalate it. I also was sick, tired, cranky and fed up with this woman talking to me like I was a errant child. All I had originally wanted was to know if there was some secret to turning on the bedside light. What I got was the hounds of hell from her. She threatened to call the tour director, Eric to "handle" me. I explained I didn't want Eric to "handle" me, I wanted to be able to turn in the lights in a warm room and take my sick self to bed. I also told her that I felt her customer service skills were terrible and that she might consider another career choice.
Someplace in that awful conversation she did manage to convey that the outlet might be controlled by a light switch. Wow... This nasty, upsetting and time consuming conversation could have been avoided by good customer service skills... Oh and not overbooking the lodge.
So, the lodge is in a beautiful place. The food in the dining room was excellent. The rooms are old, dated, dirty (found the last guests used soap in the shower, complete with curly hair) and the management is poor.
I do not recommend staying here. Maybe a local hotel and come for the meal.
- Official Description (provided by the hotel):
- This historic Cape Breton resort, Keltic Lodge Resort and Spa, is located in the heart of Cape Breton Highlands National Park overlooking the Atlantic Ocean. Just 2 hours from Sydney, NS and a scenic 5 hour drive from Nova Scotia's capital city Halifax, the 100 room resort has been welcoming guests to Cape Breton, Nova Scotia since July 1940. Keltic offers versatility for Cape Breton accommodations with rooms in the Main Lodge, spacious rooms in the Inn at Keltic and cozy two and four bedroom cottages with fireplaces and verandas. The Cape Breton resort is the perfect spot for a Nova Scotia family vacation with recreation facilities on-site or nearby that include a heated outdoor pool, Atlantic Ocean Ingonish Beach, hiking, wilderness trails, lawn games, whale watching, Eminence Spa and boat cruises. Adjacent to the resort is the Cape Breton golf icon, the 18 hole championship Highlands Links Golf Course. The Cape Breton golf course, rich in the Scottish tradition, has been restored to Stanley Thompson's magnificent original design. The Purple Thistle Dining Room and Atlantic Restaurant and Bar overlooking the Atlantic Ocean offer a comfortable dining experience and traditional Maritime menu. The Highland Sitting Room features a pub menu for lunch and dinner and nightly live Celtic entertainment. Nova Scotia conferences are welcome at Keltic Lodge with 13,000 sq ft of meeting space spread throughout the resort utilizing the restaurants and bars for private functions. ... more less
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- Also Known As:
- Keltic Lodge Resort And Spa
- Keltic Hotel Ingonish
- Keltic Resort Ingonish
- Keltic Lodge Nova Scotia
- Keltic Lodge Resort & Spa Ingonish, Nova Scotia - Cape Breton Island