Title: Disappointing Stay – Poor Management, Unhelpful Staff, and Unclean Rooms
My recent stay was incredibly disappointing and frustrating from start to finish.
First, the check-in process was far from smooth. We were told that rooms are pre-assigned prior to arrival and that no adjustments could be made—regardless of any reason, big or small. There was zero flexibility or willingness to accommodate guest preferences.
The situation only got worse. At around 11 PM, we were locked out of our room because the key had stopped working. We tried contacting the after-hours support line, only to find there was no meaningful help available. When we finally reached Shawn, the property manager, his response was shockingly indifferent. Instead of showing concern or offering assistance, he suggested we go to another hotel—in the middle of the night, in a remote mountain area.
What made the situation even more unacceptable was that Shawn never once apologized and took no responsibility or action to improve the clear failure in their after-hours guest support system. His dismissive and unprofessional attitude was not only unhelpful but also unacceptable for any hospitality setting.
As if that weren’t enough, the room was poorly maintained, with spider webs hanging in multiple corners—a clear sign of lack of cleanliness and upkeep.
I cannot recommend Togwotee Mountain Lodge unless significant improvements are made in guest service, staff attitude, and property maintenance.