The Grand Idyllwild Lodge - Hotel in Idyllwild-Pine Cove - 54820 Pine Crest Ave, USA

We made a reservation for mid-May but work interfered, so we sent a direct email, canceling almost 3 weeks in advance. It was a nightmare getting a refund. First, we were told "Unfortunately, you would have had to of called us to cancel the reservation." Next we were told "We have carefully reviewed your attachment; and does not have a proper date/time stamp that you find on an email." (of course it did). Next we were accused of "doctoring" the email cancellation. Amy did everything possible to avoid returning our money. Finally, after persistence and resending the same proof of our online cancellation, she acquiesced and issued a full refund. I strongly suggest never giving your credit card information to this outfit, as they obviously rely on your giving up when you try to get your money back. Terrible booking customer service, discourteous and rude, so we are glad we did not have to deal with them on site. We will never stay here!

Stunning accommodations, though there were a few issues. We had the Grand Villa for two nights (a Thursday night and a Friday night) and unfortunately didn’t have any hot water… We felt bad for the onsite manager who was running around trying to resolve the issue. They ended up giving us access to another room (“Ambiance”) to shower. Not ideal but a good solution! The self-serve breakfast on Friday was perfect; the “gourmet” breakfast on Saturday took… a lot longer than it probably should have. Thankfully, our group got our order in first, because everyone else (all of the other guests staying onsite) had a bit of a long wait. For what we paid, I’d expect things to be buttoned up a little more, but I also understand things happen. Not going to bomb the reviews with a 1-star because it was still a great experience overall, just not a 5-star experience. Otherwise, sauna was great, nice that there are onsite massages too, hot tub was great, the mini golf is a fun touch, and location is so close to everything (2-minute drive to the center of town or a 15-minute walk).

Showing wear and tear on balconies, tables have pealing surfaces, looks pretty bad. Cushions on deck furniture were dirty. No 24hr desk, room was beautiful, but while traveling solo, front door lock was in disrepair, didn't feel safe. They have a hottub which is not mentioned in their ad. Restaurants and shops in town are not open on Wednesday and most not open on Tuesday and since they don't serve food here, I was put off by all the restaurants that weren't available during stay. Won't be going back. Idyllwild is beautiful, but much better places to go. And not quiet, walls are thin, and bullfrogs ribbeting all night. Bring ear plugs. This place was not my cup of tea.

Don't make the same mistake I did. I saw the negative reviews, but it looked beautiful, so we booked the villa. We were visiting our daughter at school, and we invited her grandparents over for dinner. The villa included a table set for six. The grandparents had flown in from Chicago to visit as well and were staying at a different hotel. ||Shortly thereafter a man came to our door and said the grandparents had to leave. I thought he was joking at first. ||He said no more than four occupants in the three-bedroom suite at any time. I told him they were not occupants. They were our visitors. He said, "Either they leave or you forfeit the room." So I had to drive my elderly parents back to their hotel and they could not visit with their granddaughter.|Not only did this ruin our visit, but they also treated an 80-year-old couple with complete disrespect. The workers were heartless about it and continued to lecture us about this policy that was nowhere to be found in any hotel documentation. We looked on the website and confirmation email for any mention of a policy of "no more than four people, including visitors, in a room at any time." There is nothing stating this or even close to it. ||As if that wasn't bad enough, they made it very clear that their "strict rules" applied even to their subpar towels. These towels were far from luxurious, and we were warned that we'd be charged for the slightest stain or mark on them. It's absurd that they charge premium prices for such substandard amenities and then threaten guests with additional fees.||I wouldn't recommend this place to anyone. After paying $630/night , the complete lack of compassion and the hidden policies make this place one of the worst we have ever experienced. Avoid at all costs!

Horrible. The worst experience I can remember with a hotel. I do not recommend booking here. Customer service is so bad we got our money back and went elsewhere. Horrible. Unbelievably bad. The only thing they did that was somewhat hospitable was give us a refund. But that was through sneering teeth. I'm still reeling from the way I was treated... awful. Thank God we visit Idyllwild often and knew just where to go. We ended up enjoying the town and had a great get away in spite of The Grand Idyllwild Lodge.

We Don't ever recommend staying here. Room was large but not functional. Lighting in bathroom horrendous. Bathroom fixtures not working. Elevator broken. No weekend breakfast choices. So many rules & restrictions for no reason and a put off. Couldnt check in an Hour early in midweek without forking over an additional $50. They were not booked out. Rooms ARE NOT soundproof as advertised. Quiet time not observed. Expensive let down and a motel 6 is much more friendly to guests. "Grand" it is NOT.

Re: Grand Villa PAID reservation…confirmed multiple times with staff who would be staying, only to be told day of reservation that they would not accommodate our group size (4 adults and two children). Their alternative was individual rooms at a sister hotel, which had no shared living space for our family and therefore did not match our vacation intent. Claimed we negated the terms of reservation so we are out a refund and conveniently, a policy change also negated a credit for a future stay. |

Made and paid in full a reservation for 2BR/2ba Villa a month ago. Several confirmation calls from different staff members regarding size of our party. DAY OF check-in got a call that they would not accommodate our party and would not offer a refund, claiming it was our breach of terms. Horrible experience.