Review of Crystal Mountain 4*

Poor customer service, not accommodating to the elderly and not responsive to items left in the room my mistake. No management available. We went over to the Thistle Pub & Grille to get a drink and relax after the long drive. Even though the place was almost empty, we were told we could not sit inside unless we ordered meals. We then decided to get appetizers along with our drinks so we could sit inside. They then s The next day some of the grandchildren were playing on the ropes course and there was not a place for their elderly grandparents to sit. We asked if they could sit in the pool area by going through a gate inside the ropes course and not having to walk all the way around the building. We were told they could not sit inside the pool area, even though they had wrist bands unless they walked by the office entrance. I advised I could walk over and tell the staff at the entrance my parents were sitting inside so my parents would not have to walk so far. They would not allow. It was misting rain and the place was not busy. There is no reason they could not have accommodated. Instead my parents went and sat inside their car and watched from handicapped parking. We checked out on Saturday morning and drove over an hour away to our next stop. I discovered that evening I had left very important papers and a large sum of cash, in the drawer of my hotel room, including my passport. I called the front desk and they advised me they could call security and get back to me. After an hour passed, I felt I had to drive back to Crystal Mountain as this documentation was so important to me and I felt I would have better luck if I was there in person. Over an hour and a half after my initial call, the front desk called back and said nothing was given to lost and found from housekeeping. Once I arrived at Crystal Mountain, the front desk staff advised me they left a message for the family that was currently checked into the room. At my pleading they called the guests cell phones, but did not get an answer. I waited for several hours in hopes of finding my items. Security left us waiting for over 45 minutes and finally said they didn’t know when they would be able to speak to me, this was after me waiting at the resort for over 2-1/2 hours already. I was not allowed to look in lost and found. Finally the front desk gave me a paper to fill out stating I had lost something. They were not willing to provide me any information on how items found in rooms were handled and what steps I might be able to take. I asked if I could speak to someone in housekeeping and the front desk advised someone would call me Sunday morning. I also asked for a manager to call me on Sunday morning. Unbelievably to me, there was no manager available the entire time I was there, at a resort that size. Today is Wednesday evening and I have never received a call from anyone at the resort. On Tuesday, I called and left a voice mail message for Chris McGinnis, one of the owners. I asked him to contact me. I never heard from him. As I was leaving the resort, the person at the front desk mumbled “sorry”. No one at the resort ever tried to offer help, comfort or show any concern at all for something that was very important to one of their guests. They resisted helping us and seemed irritated at any requests for information. My son and I sat outside the guests room for over an hour waiting the for guests to come back to their room. When they did return, we explained the situation and they very graciously let us enter their room and look for my documents. They restored our faith in humanity and general kindness, even though the items were not found in the room at that time. There are many beautiful places to stay in Michigan and Crystal Mountain is indeed very pretty, but I feel money and time would be better spent and appreciated at another destination. My family will never stay at Crystal Mountain again and I would suggest you make arrangements to stay elsewhere.