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The property was beautiful overall, but I encountered a staff member who was unfortunately very rude. Although I am 18 and booked through Expedia, the hotel policy requires guests to be 21. Expedia verified my age, and I didn’t encounter any issues until I arrived. I checked in and paid the remaining balance for my two-night stay, but was then confronted by a man who claimed there was an issue due to the age policy. He did not speak to me kindly, leaving me on edge for the remainder of my stay, fearing I would be evicted over a discrepancy with their Expedia listing. To make matters worse, the sauna was broken, and the breakfast was inadequate. Furthermore, checkout is at 11:00 AM or earlier; when I went to check out at 6:30 AM, there was no staff present, so I simply left my keys on the counter to get to work. As someone who works in customer service, I would never speak to a guest the way he spoke to me; if not for that interaction, I would have had a pleasant stay.

This stay was disappointing. The owners seem to be trying, but so many things were wrong that we wished we had stayed elsewhere. The good: Great location for exploring the Catskills, especially in Fall, and convenient for skiing. Our Franklin Suite was spacious, beds comfortable, bathrooms remodeled, Wi-Fi good, and gym nice. Staff responded promptly to complaints. The bad: Check-in required uploading photos and credit card information through a separate link despite booking through Hotels.com. With no front desk, finding our suite was difficult. Two junker cars blocked the signage and belonged to staff, who started them at 6:30 a.m. outside our window. One apparently had no muffler! The room was more run-down than the photos suggested, with deferred maintenance, a hole in the ceiling from a previous leak, and sliding doors nearly impossible to open. The “fully stocked kitchen” had one wine glass, two forks, dirty dishes, lipstick-stained glasses, and few supplies. No ice trays; we were told to buy ice. The dining table seated only four, although the suite sleeps six or more. Cleanliness was mediocre, with crumbs, dead bugs, and dirty dishes left behind. Even facial tissues were missing. Bottom line: Staff were responsive, but cleanliness, maintenance, and attention to detail fell short. This might suit a group of guys on a casual ski weekend, but for a romantic Catskills getaway, we’d look elsewhere. Albergo Alegria or Wylder Windham, both nearby, looked much better.