I booked a stay at Highlands based on the glowing reviews on this site, and felt that I had to voice my experience for the sake of other customers that might have similar tastes as myself. I love nature and the outdoors, however when booking a hotel room I do expect a certain level of quality. The room we reserved was simply not up to any standards I would expect for $115 per night.
Shortly after checking in we returned to the front desk to inquire about the poor state we found the room in (mold in shower, rotting baseboards, rust in sink, holes in wall... etc.). I was informed that we had booked a room that had not been renovated and that this was reflected in the price we paid. The staff of the property tried to be very accommodating and even offered us a more expensive renovated room for the price we already paid. While this was very nice of them, the renovated room was not much better than the first they had given us. So we chose to leave the hotel and look for another property. They charged us for one full night citing the cancellation policy. I disagree that showing up and being unsatisfied with the quality of the product counts as a cancellation, but that is another story.
Overall, this property is beautifully nestled in the redwoods and a convenient walk from the center of town. However, if you are at all particular about the cleanliness and upkeep of your room I would suspect you would have been equally unhappy. Maybe I'm not the right target customer for the russian river, if this is really the best available quality at that price point. I ended up staying at a nice 4 star property for under $100 about 15 minutes away in Santa Rosa, and still found it very convenient to drive out to Guerneville for the restaurants, bars, and shops.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
24 December 2011
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The cabin you booked was our Two Room Cabin. To answer some of your concerns, the rust stains in the sink are caused by galvanized plumbing, which we have since replaced. There is a bit of water damage to the baseboards next to the shower, but had any mention of cleanliness or mold been made at the time of your visit, we would have taken care of that immediately. Like all innkeepers, we pride ourselves on the cleanliness of our rooms. This is one of our more popular cabins (primarily due to the price point) and over the 3 months preceding your stay, it was vacant a total of 17 nights.
Guests who return to the office shortly after their arrival; and who find our resort does not meet their expectations receive a full refund and our assistance in selecting a lodging property in the immediate area that suits them.
When a room has been used for several hours, the situation is different. In this situation, dissatisfaction was not expressed until several hours after arrival. They were not charged a cancellation penalty; they were charged a one night rate which included tax. At the time the reviewer seemed to think that this was fair to both parties.
As the reviewer states, we attempted to relocate the guest to a nicer room (king bed, gas fireplace, two person shower, wet bar, remodeled in 2006 – none of which the original cabin had) at no additional charge.
We also offered to call around to the lodging properties nearby (there are 10 within ¼ mile) to find accommodation that would suit, but our offer was rejected and the reviewer expressed interest in traveling to Santa Rosa (18 miles away). At that point it seemed clear that not only did our resort not suit, but that Guerneville did not suit.
The little village of Guerneville is a bit like our rooms and cabins. Older, charming, eclectic and a bit funky. Prices are a bit higher in our area for both lodging and meals than along the freeway in Santa Rosa. Visitors from out of state should be aware that California is a more expensive destination than many others, but worth every penny!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC