I am writing this review sitting on our balcony at the Sagamore looking at one of the most breath taking views of Lake George.
I also am writing this review after staying at the Sagamore 4 time since June of this year. We were guest from June 18 to June 23, again July 3 to July 22, Then August 1 to August 5 and we checked in for our last stay of the summer, August 15 to August 19.
Our first stay was not very impressive. We encountered a number of problems one of which was the air conditioning not working at all and then the hotel not being able to get it fixed the first night. The first night was pretty miserable and very hot. The first meal we encountered on property was in the lobby bar and it was one of the best burgers we have had in a long time, but the service was pretty bad. The next day, we were not impressed with the service or the food at “La Bella vita”. Overall, our first impression was the location of the property was amazing and the views are incredible, but the inside of the property was tired, dark and needs capital.
It is fair to ask, after the first stay (as bad as it was) why anyone would continue to go back and especially 3 more times? Well, I booked all of our reservation months earlier and since I had been told it was the only nice resort in the area, I booked all of our stays and prepaid, which made them all non refundable.
I spoke to several managers after our first couple of experiences and their responses were impressive. They immediately refunded the first night since we had no air conditioning and it was pretty miserable. They acknowledged they had work to do and that they were committed to 100 percent guest satisfaction. They also explained that it was early in the season and they were working to get the entire team, which includes a lot of temporary foreign employees, trained and ready for the season.
After our first stay we did not have high expectations, but for our second visit, from the moment we arrived on property we noticed a distinct difference. The valets (the first point of contact) could not have been more pleasant, helpful and friendly. Kaniel and kolin Both stood out as Wows. We entered the lobby and were greeted by Griffin, another “wow”. Griffin, Kaniel and Kolin then went out of their way to make certain we were happy and comfortable during our entire stay. Jodian, our housekeeper, was amazing. She serviced our room twice a day and she always made certain we had plenty of coffee, water and towels. She was very observant and noticed little things that made a huge difference.
Our entire second stay (22 days) was incredible and we could not have been more impressed. I would be remiss not to mention others that made our second stay incredible:
Aziz- Spa
Joseph- Valet
Chris- Front Desk
Greg- Valet
Lee- Valet
Austin-Valet
On our third visit, we once again had fantastic experiences with all of the valets and front desk representatives, they greeted us by name and always made us feel welcome, whether we were checking in or just going in or out for the day. During this visit; however, the housekeeping service was less than desirable. In fact, we called every day before leaving and requested service, only to return to our room later in the day to find that no one had ever serviced our room. Once or twice I could have over looked, but we did not get service one time during our third stay until we got home in the evening and called to get towels because our room had not been serviced.
One of the worst experiences we encountered was with Lisa at the Club Grill Steakhouse. Lisa could learn a few things about service delivery from the desk team or the valet team on property. My experiences with Lisa on the phone and in person was less than impressive. I spent 37 years in the service industry. I was also the President and CEO of a large hotel company. I share this only because I have held every job possible in a hotel and I believe I am more than qualified to say that Lisa is the type of employee that is more concerned about being right or being in charge than she is delivering “whatever It Takes” service. Note to management: You can’t train nice, you have to hire nice and train proficiency.
We are now in house for our 4th and final stay of the summer. Once again the valets and the desk team are awesome. The housekeeping service appears to be back on track and everyone has been pleasant and helpful.
The good news is management has done an excellent job putting smiling faces and people that really get service as the first points of contact, the Valets and the Front desk. Also, I have always believed that the “People” make the difference. You can have an amazing product and lousy service and guests will not come back, but if the service is amazing and the property is borderline, guests will come back only as long as the asset is still acceptable. I would argue that the Sagamore is very close to a tipping point. The point where people like Griffin, Kaniel and Kolin can only do so much to keep the guests returning.
It also takes a commitment from management and the owners to invest in the quality of the asset. Again the grounds, the view and most of the people are amazing, but the rooms and the corridors are very tired, dark and dated.
The owners and managers need to wake up and realize they are being carried by some amazing employees, but it is time to invest in the asset!
Based on my multiple stays, listening to other guests and what many locals that we have met in the last 2 months have had to say, I would not be surprised if this isn’t already showing up in the property’s satisfied intent to return or SIR scores.
I am writing this review sitting on our balcony at the Sagamore looking at one of the most breath taking views of Lake George.
I also am writing this review after staying at the Sagamore 4 time since June of this year. We were guest from June 18 to June 23, again July 3 to July 22, Then August 1 to August 5 and we checked in for our last stay of the summer, August 15 to August 19.
Our first stay was not very impressive. We encountered a number of problems one of which was the air conditioning not working at all and then the hotel not being able to get it fixed the first night. The first night was pretty miserable and very hot. The first meal we encountered on property was in the lobby bar and it was one of the best burgers we have had in a long time, but the service was pretty bad. The next day, we were not impressed with the service or the food at “La Bella vita”. Overall, our first impression was the location of the property was amazing and the views are incredible, but the inside of the property was tired, dark and needs capital.
It is fair to ask, after the first stay (as bad as it was) why anyone would continue to go back and especially 3 more times? Well, I booked all of our reservation months earlier and since I had been told it was the only nice resort in the area, I booked all of our stays and prepaid, which made them all non refundable.
I spoke to several managers after our first couple of experiences and their responses were impressive. They immediately refunded the first night since we had no air conditioning and it was pretty miserable. They acknowledged they had work to do and that they were committed to 100 percent guest satisfaction. They also explained that it was early in the season and they were working to get the entire team, which includes a lot of temporary foreign employees, trained and ready for the season.
After our first stay we did not have high expectations, but for our second visit, from the moment we arrived on property we noticed a distinct difference. The valets (the first point of contact) could not have been more pleasant, helpful and friendly. Kaniel and kolin Both stood out as Wows. We entered the lobby and were greeted by Griffin, another “wow”. Griffin, Kaniel and Kolin then went out of their way to make certain we were happy and comfortable during our entire stay. Jodian, our housekeeper, was amazing. She serviced our room twice a day and she always made certain we had plenty of coffee, water and towels. She was very observant and noticed little things that made a huge difference.
Our entire second stay (22 days) was incredible and we could not have been more impressed. I would be remiss not to mention others that made our second stay incredible:
Aziz- Spa
Joseph- Valet
Chris- Front Desk
Greg- Valet
Lee- Valet
Austin-Valet
On our third visit, we once again had fantastic experiences with all of the valets and front desk representatives, they greeted us by name and always made us feel welcome, whether we were checking in or just going in or out for the day. During this visit; however, the housekeeping service was less than desirable. In fact, we called every day before leaving and requested service, only to return to our room later in the day to find that no one had ever serviced our room. Once or twice I could have over looked, but we did not get service one time during our third stay until we got home in the evening and called to get towels because our room had not been serviced.
One of the worst experiences we encountered was with Lisa at the Club Grill Steakhouse. Lisa could learn a few things about service delivery from the desk team or the valet team on property. My experiences with Lisa on the phone and in person was less than impressive. I spent 37 years in the service industry. I was also the President and CEO of a large hotel company. I share this only because I have held every job possible in a hotel and I believe I am more than qualified to say that Lisa is the type of employee that is more concerned about being right or being in charge than she is delivering “whatever It Takes” service. Note to management: You can’t train nice, you have to hire nice and train proficiency.
We are now in house for our 4th and final stay of the summer. Once again the valets and the desk team are awesome. The housekeeping service appears to be back on track and everyone has been pleasant and helpful.
The good news is management has done an excellent job putting smiling faces and people that really get service as the first points of contact, the Valets and the Front desk. Also, I have always believed that the “People” make the difference. You can have an amazing product and lousy service and guests will not come back, but if the service is amazing and the property is borderline, guests will come back only as long as the asset is still acceptable. I would argue that the Sagamore is very close to a tipping point. The point where people like Griffin, Kaniel and Kolin can only do so much to keep the guests returning.
It also takes a commitment from management and the owners to invest in the quality of the asset. Again the grounds, the view and most of the people are amazing, but the rooms and the corridors are very tired, dark and dated.
The owners and managers need to wake up and realize they are being carried by some amazing employees, but it is time to invest in the asset!
Based on my multiple stays, listening to other guests and what many locals that we have met in the last 2 months have had to say, I would not be surprised if this isn’t already showing up in the property’s satisfied intent to return or SIR scores.
Very briefly, without question, this is absolutely the best hotel we have ever stayed in. They accommodate us with anything we may need, always without hesitation or problem. This is our 5th time here and are looking forward to many more stays with them. We also thank them for making our getaway so special!
We stayed at the Sagamore recently and I can say with complete honesty, I. believe this is the best hotel experience I have ever had! The staff, the room the Rec center , the pool , the restaurant were just unbelievable.. Every where we went, we were greeted and treated by such an accommodating staff. Our room was overlooking the Lake and was just perfect, It was so comfortable, clean and everything you could want in a hotel room. The kids had a blast everywhere they went including a special treat of Smores night with music and a bonfire. Chip the musician was just great with the crowd, taking requests and making it a fun experience for all. I would recommend this hotel to everyone as the best place to go to relax, enjoy and truly experience a getaway that is incredible!
I have read the other 2 comments posted here and it leaves me scratching my head. From the moment we arrived until the moment we drove out...all I can say is everything was just as promised. The service was great. The staff couldn't be more helpful. We booked a Govenors room with a premium Lake View 3 days prior to arrival. We enjoyed an early check in and a late checkout. And the resort was full. First time to the Lake George Area in many years. Very upscale and the other guests we met were exceptional. It was a joy to stay here and will do so again with the same type of room. It was a bit pricey but after you experience the Sagamore you leave feeling fulfilled. GREAT JOB...... WELL DONE
We booked a water view room!
Was not water view
Looked at trees, fence and walkway
Rm 134
