The Grand Idyllwild Lodge

Cami Mattson

First, I want to start off by saying that I’ve never written a negative review. I also have worked in the hospitality industry for over 25 years, directly engaging with hundreds of hotel owners and managers. We booked the largest room in The Grand Idyllwild Lodge for four nights following our wedding Aug 6th. We paid full price and spent money for spa treatments as well. The second day, while we were out hiking, I received a message on my cell phone from Trisha, whom I never met, stating that we had discolored the towels and that we might need to pay for damages if the laundry doesn’t get the marks out. The call was made prior to even laundering the towels. She also said that they could deliver black towels to the room. This was disruptive to our honeymoon and punitive. We used a personal lotion that has never left marks on our towels or linens at home. We used the lotion only once and never again after the phone call. I walked into the lobby to speak with someone. No staff member works out in the lobby or common area so it already feels cold and empty. I rang the buzzer and spoke to Amy. She is the only staff member we ever saw. I was kind and played the message I received from Trisha asking, "Do you see how this can be disruptive to a guest, especially on their honeymoon?" She was nice and understood but had no power to change the customer experience. We did not complain that half the shower door had been removed so naturally water would get on the floor. We had no bath mats so when we asked for one, we got more hand towels. With that said, towels will be on the floor. We did not complain that the light under the microwave was out so we could not see well to cook dinner. We were respectful. So when I got home, I was shocked to see a charge for $43.75 on my credit card. This charge was not approved or signed off on. When I called the lodge, Trisha answered. She defended the charge for towels they could not completely clean. We spend more than $2,600.00 for four nights, but she felt justified in charging for the towels, which was more important than the customer experience. She even sent me an email listing every linen and towel that had a mark on them, even if they came out clean in the laundry. This email felt invasive and rude. I was able to reach the original builder of the lodge and previous owner/manager. He was surprised at the charge and said that he would never have charged for towels as the manager. He said he would contact the current manager, Nathan, and have him call me. Nathan never contacted me. Fortunately, I disputed the charge with my credit card company that also was surprised at the unreasonable charge. In all of my years in hospitality, I’ve never heard of or experienced such a ridiculous encounter. It is truly unbelievable. I write this as a warning for people booking this lodge who want a first-class experience. The employees bring out the heart and soul of a place. This experience was cold and unfeeling. They even knew we were on our honeymoon. We will not stay here again. We will not stay here again.

Jill Goetluck

2nd time staying here!! Was in the Harmony room with a beautiful view of the mountains..this place is soooo peaceful and serene!! The room was spotless and the dual head shower was awesome!!The continental breakfast was beautifully set up and the french yogurt and fresh berries were divine!! I will be recommending The Grand to all my friends and family!

Brian Hartwell

The Grand Idyllwild has to be one of the best B&B style resorts in town. The bed was too soft for me, but the bedding had the feel of luxury. The bath robes are a nice touch. The dual head shower in our room is cool. Breakfast options are fairly limited, you get what they are serving that day. The patio views are great, and we spent several hours sitting outside like we were at a private cabin in the woods. The library has some very interesting books, we spent time there relaxing as well. They even offer board games to borrow if you wish. All in all, some very beautiful touches make this a nice romantic getaway.

Erin Irwin

We booked this place to celebrate an anniversary and we could not have picked better! Right away we were welcomed so warmly by Nathan and his wife (managers of the property). The entire lodge was sparkling clean and smelled amazing. Nathan gave us a great tour of the gorgeous craftsman building before we settled into our room. He explained to us that he is a water sommelier (very cool!) and encouraged us to drink the fresh mountain tap water. He also gave us a recommendation for a great hiking trail which we ended up doing - he was spot on on how beautiful it was! The weekend breakfast was delicious and the server/chef was a ray of sunshine! The continental breakfast, served on weekdays, was just as amazing. We will definitely be back and will recommend to friends/family.