My family and I have been coming here for years, and have enjoyed this hotel. The rooms are clean and the staff has always been helpful and friendly. The pool area, which includes a warm water pool, hot tub and games, is great. Plus, the hotel is conveniently located right on the snowmobile trail.
Today, however, I changed my opinion about Rustic Manor because of a bad customer service experience. I canceled our reservation on short notice because I suffered a back injury in the last 24 hours. The front desk person at the hotel (Brian) showed no empathy and informed me that I would be charged for both nights.
I was disappointed and surprised by this (both the lack of empathy and the 2-night charge). In fairness, the hotel does have a 72 hour cancellation policy, and I fully expected to pay something (e.g., pay for one night) given the short notice. However, the hotel's decision to charge me for both nights--without considering the reason for my cancellation and despite the fact that I am a long-term customer--suggests that the hometown friendliness we've come to enjoy at Rustic Manor is changing.
This is truly a shame given our long-term connection to the hotel, but it's a good reminder how one poor experience can shape your opinion about a business. It is also short-sighted since it will definitely influence whether we return to the Rustic Manor in the future.
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