Outstanding customer service

Employee at Grand Timber Lodge serving drinks on platterOur family recently enjoyed a week at Grand Timber Lodge, the first night however, was a little rough. My teenage daughter had a difficult night sleeping on the pull out sofa sleeper and my husband and I couldn’t get to sleep because there was too much light shining in our room from an outside lamp post. The next morning I called Annie at the front desk and she assured me that she would contact housekeeping and maintenance to see what could be done so we would be assured of a good nights sleep. She did just that… she contacted housekeeping and they brought us a mattress cover, unfortunately it didn’t do the trick and the problem was quickly elevated to the housekeeping manager, Jeremy. Jeremy said he would do whatever he could to locate an egg crate mattress by checking the three properties at his disposal, he assured me if they couldn’t find one he would go to Wal Mart and purchase one so she could sleep well. Meanwhile, Mike from maintenance had stopped by and realized the light that was causing us issues was coming in from right outside our bedroom window; he went out of his way to make sure the light was turned off every night of our stay and he helped Jeremy find a brand new sofa sleeper mattress when an egg crate could not be located. The staff at Grand Timber Lodge went above and beyond to help make sure our stay was pleasant and restful! The entire time these three individuals were helping they never seemed to be bothered or hassled by helping us, they were all very courteous and understanding. I highly recommend GTL to anyone that is looking for a great vacation with superb customer service and a knack for detail!

Name: Laura Sandy
City: Colorado Springs
State: CO

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