Surfside on the Lake

Very bad customer service

2nd summer at this hotel. Can’t beat the location and price. Private beach on the lake is what brings my family here every year. This year we stayed in a different suite with water view. This hotel is older so some parts are new and modern while others can use a major glow up. The building we stayed in also houses the breakfast bar. The rooms, and the building itself, can definitely use a big refresh. The hallway of our building / staircase is pretty dirty with gross carpets and ick stair rails. Our room was clean and perfectly fine, but could benefit from some enhancements like an updated bathroom or a layout refresh. When you compare this hotel to the other others with a private beach, you just can’t beat it for the price.

When looking into Lake George, I was recommended Surfside by someone who had stayed there years ago. I booked it and hoped for the best. As the trip got closer, I began reading the recent reviews which were absolutely horrible. Upon arrival of our one week stay, I was anxious about check-in due to reviews highlighting how awful the front desk staff were BUT my experience was GREAT! Front desk staff were super nice and helpful. Furthermore, the staff around the property were all very kind and welcoming! Our SLF room was clean and perfect location for my kids to have access right to the beach and playground. The location of the property right on Canada St can’t be beat! I think it’s important to note that if I had only read the reviews (which is what I typically do) and not received the recommendation from someone, I would have never booked Surfside. I’m so glad that I did because our experience was so positive and unlike any of the negative reviews. When we return to Lake George, we will absolutely be back at Surfside!

Check-in was great with a friendly staff member! The rooms in the premiere building are nice; clean and comfortable. Check out was disappointing since the front desk agent was on the phone and didn’t acknowledge me and kept looking at her computer, She finally stepped away to a back room and finally said she’d be right with me but when she returned she went back to the caller, She could have answered my quick question at this point. Finally I had to leave since she was taking a very long time on phone.

They were very helpful with everything. Chris was Outstanding.

Here on a group reservation. My name was not on list. According to Mark GM and his staff, there was an error on his /hotel's part. He acknowledged that. He did not comp or discount the room. Since it was his error, I had to pay for the 2 nights. Totally unforgiveable. I discussed the situation with him and the front desk team. Since I used a room, I have to pay - no exceptions, even though it is the hotel's error. The customer is not right. That is why I gave it a terrible rating - customer service was horrible. They defended their decision without any heart for the customer. They knew I would give them a bad review and they could care less.