We stayed at the Summitt during a hockey tournament this past weekend. I will say that they had a lot on their plate, and agreeing to accommodate several hockey teams so we could all stay together was a nice gesture. But that's pretty much where the service ended.
We paid $130/night for a "suite" room (this was all they had available for our team), which we were told when we booked would have 4 beds and a microwave/fridge. When we arrived, we realized the suite was simply 2 standard rooms (2 double beds each) combined. We did get 2 bathrooms, which was nice with the kids, it just wasn't what we were expecting. Also, no microwave or fridge. I went straight down to the lobby and asked about the microwave and fridge (we had brought food planning on using them), and was told it would be taken care of. The family across the hall who checked in about 15 minutes after us didn't have one either - they called down and got theirs in about 20 minutes. It took 4 visits to the front desk and about 8 hours to get a fridge, and we had to borrow the microwave from one of the other families who wasn't using theirs, after the front desk told us they had no more available - the NEXT DAY. If you are going to book rooms and guarantee microwaves and fridges, PLEASE make you have enough to make good on your promise.
Parking was also a serious issue. When we made our reservation, we were guaranteed there would be enough parking for 1 vehicle per room. We only brought one vehicle. We had NOWHERE to park, and were told by the front desk there were simply no other places available. We parked out on the street because there wasn't even public parking anywhere, and ended up with a $25 parking ticket, which the hotel refused to cover. I also requested a discount based on the issues we had with parking and the microwave promise, but the hotel refused to budge.
Other families had similar issues with service. The rooms were dark, ours was somewhat dusty, the walls were cracked and ceiling tiles stained in the stairwells. The pool was old but clean and decent at least. Based on the hotel itself, this is about what I would expect for a cheap, older hotel. For what we paid, it was a terrible value. But what really destroyed it was the service.
On one good note (for hockey teams anyway), we felt perfectly welcome to stay up as late as we wanted, hanging out in the halls, and making as much noise as we felt like. Although they were not willing to assist with anything, they also didn't take much interest in what we did while we were there. Just generally not concerned at all.
All in all, a very poor hotel for such a great tourist town.
Room Tip: Does "don't bother staying here" count?
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
6 December 2011
Thank you for your feedback regarding your recent stay here at the Summit. I would like to apologize that you didn’t receive a refrigerator for several hours after your arrival and that you had to borrow a microwave from another of our rooms for your stay. We will have to look into updating our inventories of these items. The problems from parking stem from the fact that we have not enforced parking passes when we have large groups of people in house. I spoke with several members of your team who had more than one vehicle per room which created congestion in the parking lot. In the future, we will have to begin enforcing that policy in order to alleviate this problem. Unfortunately, you parked in an area in Lake Placid marked “Permit Parking Only” and got a ticket. There are areas in Lake Placid that have additional parking without permits or fees.
As far as the rooms, I’m confused about your comments. You mentioned that it was nice to have the two bathrooms. Those rooms have 700 square feet of space, with four beds. Then you said it was a horrible value? Those rooms were sold at $130/night plus tax. You could not possibly find a cheaper rate than that in Lake Placid on a weekend for a room that size. Especially at a property with an indoor heated pool, hot tub and at that time, a complimentary continental breakfast.
Concerning your last remarks on us not being concerned at all about your team making noise; I am very concerned about that. I have addressed this point with my overnight staff and expressed to them the importance of keeping the hallways quiet after 10pm. Going forward, we will be using a security person to monitor the halls to ensure that a quiet and enjoyable stay may be had by all of our guests; as we had several noise complaints that weekend on Sunday checkout.
Lastly, I wanted to touch on your comments regarding customer service. We pride ourselves on having great customer service. You pointed out that because it took 8 hours to get a fridge, we weren’t provided a good service. Then said that the rooms were dark. Where I do see where we could use a few more lights in some of our rooms, I don’t see how that’s related to customer service. We have some very courteous, professional and dedicated personnel on the front desk and in our housekeeping department. As far as old ceiling tiles, we are, as we have mentioned here before, updating the property on an ongoing basis. We also just finished re-painting the hallway you were staying in; which until it was finished, looked like it needed updating.
I hope that, considering our great rates, great location and the fact that we are always trying to update our offerings, that you would re-consider staying at and recommending the Lake Placid Summit.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC