Review of The Antler Lodge - Gardiner 3*

The hotel itself is perfectly fine. It was clean and the check in staff was very helpful and engaging; however, demeanor of the front desk employee, Jon, on the second evening was a case study in what not to do in customer service. His interaction with my wife and me was so negative that I wouldn’t recommend booking this hotel if it’s at all avoidable. The issue stemmed from my wife requesting an extra blanket and three towels to accommodate our children (hotel had no housekeeping staff to enter rooms for short stays so we were told to request what we need). Jon then told my wife that we were breaking the rules by having three children in our room, and even tried to pull the towels away from my wife. There seemed to be some disconnect between when I booked to room through a credit card, who used another company to actually book it. My wife was upset as Jon told her he would not give another blanket because we had broken the rules and we technically should be kicked out of the room. My wife and three children continued to our room as I tried to talk to Jon. His demeanor with me was confrontational as he he implied I was lying and did something wrong. I told Jon I understood his position and the policy he was saying was the hotel’s, but asked him to see my perspective as I had enter my three daughters (all minors) ages on the credit card app to make the booking. What happened from there was unknown to me. From my perspective I had booked a room and was being told I should be kicked out and Jon was doing me the favor of not kicking me out. I asked if there was a manager on duty or a general manger I might speak to to resolve the situation. Jon said there was but they’d just kick us out because we “did wrong” by having three kids with us. Being a busy time with no vacancies in town, and being 10 hours from home, I asked Jon for his name to address the issue later. He said his name was on his shirt and pointed to an area on his chest with no name tag. Seeing that, Jon relented and told me his name. I asked for the general manager and he gave me the name Laura, but I’d would have to call her on Monday. Jon then assured me he wouldn’t be in trouble because we did something wrong. I attempted to contact customer service and was on hold too long to wait anymore (hence this review). Keep in mind the corporate website says kids stay free and cots or extra bedding are available. I have the distinct impression guests at this location may be kicked out should they run afoul of Jon.