The person in the office was trying to "cut the chase" and understand the nature of the problem..so that they could expedite the repair. As it turned out, there was nothing wrong with the hot tub. I was simply an operator issue. You didn't know how to operate the 'air' switch button to turn the jets to 'high' . We immediately dispatched someone to the property, to show you how to press the button,,,its not like an electric switch that flips to an on/off position. The problem was resolved in less than 15 minutes from the time you called. Even though it was an operator issue (nothing broken), you were not charged for the callout. That's top notch service

We are not everyone's cup of tea. Sorry, you made a wrong choice. You paid 116/night. Hampton Inn in Elkins is over 200/night. Other big differences exist. We have a river view, and they do not. Not everyone agrees with you. Here's some other recent reviews from guests that stayed at the Lodge.6/27/22 5 star by Chip "Great Place to Getaway"5/13/22 5 star by Lisa "Highly recommend"5/7/22 5 star by Tammy "Would definitely recommend. We will be back ! "4/25/22 5 star by Tammi "A great location. Enjoyed. Will definitely be back"

thanks !

thanks !

we provided exemplary customer service.... dispatching our employee to town to expedite the return of your lap top, at our own expense.

These are quotes from emails sent to you on 5/22 & 5/29. This is about Covid mitigation. 1> "PROPERTY INTERIORS: We have removed all non-essential, decorative linens, such pillow shams, and foot scarves from the beds. We have removed extra blankets, and bed pillows, as well as decorative toss pillows." 2> "Below is a list of suggested items to bring: - personal BED PILLOWS" 3> "The hot tub at the main Lodge is a shared amenity. Because of the hazards of Covid, it has been ordered 'closed'. " This quote was also emailed to you on 5/29 4> "If you additional assistance is needed, please call us at (304) 636-2301. . If your call is not immediately answered, please leave a message. We monitor this phone 24/7, but we may be assisting others. For this reason, our return call may be from a different area code (910 or 336)" Lacked amentieis ?: a fully equipped kitchen with dinnerware to match decor ?, to include wine glasses Old ?: Our description described this building as "built in the 70s". Its in a constant state of renovation. I will disagree with you about the porch furnishings being "old"..they maybe be casual, country. I do admit the porch carpet could be replaced, but its a problem because it can only be done during warm weather...and no one wants to sit out on the porch and smell glues curing. We even have a problem staining decks for this reason. Shower not working ?: You are the first to report this. But the room has been rented, and there should be a picture showing how to switch the diverter. We will check that tomorrow to be sure it hasn't been removed. No bed pillows ?: Being very Covid conscious, we do not put them on the bed in the event that guests prefer to bring their own. Fresh pillows are in a white bag in a very conspicuous place (on top of dresser or in the closet). Not as pictured ?: We look exactly as pictured on 'our' website. We do not have an agreement with Hotels.com, A-Hotels, etc so we have no control on how they portray us. Sometimes these platforms spin off the reservations to Expedia. Regardless, the website address is available for further research. Noisy ?: We had a family group renting several rooms. We would have had no objection to tell them to lower the volume. All you needed to do was call the number provided to you. We have a 24/7 property manager barely 20 ft from the doors to the Lodge. He did not hear them, but that does not mean that you didn't. One of our cabins/houses would have been an option for you as they are private use (not shared) but they cost $219-$259/night. Its really too bad, that you didn't notify us of any of these issues....as a quick call could have resolved much of it. We are sorry we didn't match up to our expectations. Cheat River Lodge PS: If we are able to re-rent the room , we will be able to make a refund.

The pictures depicting our properties are not edited in any way.....they are as pictured. The Lodge building consists of 6 rooms, 4 of which were rented to a family group. WE have a property manager on premise just 20 yards from the building. You were also given our office phone number with your reservation papers. Sorry about the noise, but If we would have been notified we would have sent the fun police over.

you selected a room which is an economical accommodation as compared to the amenities of our private homes & cabins which are also located along the river.. The houses/cabins cost more than double of the rooms cost.. Sorry, the selection you made did not match up to your expectations, and desires.

We have firm bedding without the fluffy pillow tops

thank you very much for taking the time to post a review. Most people only take the time to review when they have bad things to say. But I want to take a moment to brag on our staff :-). They have never missed a day since the threat of Covid became apparent. We have worked thru it, making adjustments to provide a safe environment for our guests as well as our staff. No "Help Wanted" signs have ever been posted, so our staff is tenured, and care to do a good job. For many in the hospitality industry the lack of employees is leading to a reduced level of service, and poorly cleaned & maintained properties. So thank you again for recognizing our effort in this regard. Operating in a rural location is challenging, and its good to hear that we are meeting our goals

thank you. Our staff is tenured....no help wanted signs hanging here ! and they do a great job.

simple...YESsss!! ..where your well worn hiking boots, and your furry traveling companion are your best friends. Where a comfortable rocking chair, with a grand view of the river will greet you after a busy day tromping around in the forest, or playing in the river. Don't forget to put the beer on ice. We'll leave the fancy stuff to the cities, where life is complicated for many reasons. Thank you for you comments, it gives an opportunity to elaborate

It offers a great option to a crowded campground ! .....or a franchise hotel where the view is a paved parking lot :-)

BELOW ARE QUOTES FROM THE EMAILS WE SENT YOU: <<<<<"We monitor our phone 24/7, and can be contacted at (304) 636-2301. Though my staff may avoid contact, we will not ignore your needs. COVID: PROPERTY INTERIORS: We have removed all non-essential, decorative linens, such pillow shams, and foot scarves from the beds." >>>> We did not get notice of your need for a first floor from Expedia. The only FIRST floor kings have full kitchens. They cost more, and you opted to go the lessor route. In addition to 24/7 telephone monitoring, our property manager resides just 25 ft from the entrance to the main Lodge where you stayed. Our staff was also present on premise, and they get rave reviews for their helpfulness. Thank you for your review. If you would have needed something badly, you would not have to have looked far for assistance.

FYI: the structure was built in the 70's, and it is a constant state of upgrades and updates. Unfortunately, contractors like many employers are suffering from a lack of workers so our projects have slowed I am happy to say that ALL of our employees continue to work for us, when many businesses in the hospitality industry have been forced to cut back services, or close. We 'personally' erected the "children at play" road signs. We did this in hopes that the few cars that travel this narrow county road (where two cars can barely pass one another without dropping a wheel on the berm) would travel slowly as pass through the area.

thanks :-) we are not perfect, but we are happy to say that we have some great employees that have opted out of the government freebies, and care enough to try to meet the needs of our guests. NO "help wanted" signs here....if something is wrong, we will do our best to make it right. thanks again for your patronage.

This is slanderous lie. This matter has been turned over to our attorney. You NEVER entered a room, because you gave us THREE different credit cards...ALL of them were declined !! You made an attempt to defraud an innkeeper which is a misdemeanor in WV. We will be watching for your slanderous comments, as anything in print WILL BE USED AGAINST YOU. We will PUBLISH all of the attempts to collect...as well as numerous emails and calls notifying you that your payments were NOT clearing. We will also publish security camera videos showing that you did not enter our rooms...and the bizarre behavior of your female companion's aggressive behavior to you while on our premise. Your bizarre behavior has caused us to contact the sheriff, and order a "no trespass". You will be arrested if you come near our property.

thank you

Our towels are of hotel quality & size. Describing yourself as "plump" , suggests that you have special needs...and something that you should inquire about when selecting accommodations. The Lodge is etched into a rocky hillside, and on the river. Our environment produces lots of moisture...like staying waterfront at the ocean...you can smell the ocean in the air. Our policies state that this conditon exists, and warn allergy sufferers to be aware. We provide dehumidifiers, and the rooms have individual controlled heat and A/C. Given the threats that Covid presents, this is a preferred arrangement as the air is not co-mingled with others like a central system. Lastly, I might mention that you did not call the office, or address the issues you compain about with the on premise personnel.....and that the problem apparently was not bad enough that caused you to check out early as you stayed for multiple days. If we had be made aware of your issues, we may have been able to mitigate them. BTW, black mold is NOT PRESENT....and we have had our air quality tested...and the interior of the rooms are better than exterior readings, but we have experienced unprecedented preciptation.

Thanks !!! People either love us...or not :-) Thank you for taking thetime to respond with a positive review. Most persons only take the time to respond when they have a complaint. We appreciate the fact that you took the time to leave a review.

Thank you for taking the time to write a positive review, mostly persons with negative thoughts take the time. We are not for everyone, especially those who expect that we are like a franchise hotel.....how many franchise hotels can you set on a porch in a rocking chair,,,watching the river flow by...with your dog lying next to you !!!

you won't find any oher place that cares as muxh as we do. small time, & on the back roads of America

Karen Patty, you have made a gross exaggeration, calling this fast moving 'river' ....a creek ! It is not a lazy river. Enjoyed by canoers , kayakers, fishermen, etc ... it can cause a person harm if they under estimate its capability. We have the property under 24 hour camera surveillance, and a live-in property manger just 20 feet from your doorway. Security is NOT an issue on our premise. All rooms have security dead bolts. They are NOT activated by a key, pad, etc. They are set by the occupant from the room's interior. Because of the numerous junk calls, we have a voice mail system answer the calls 'after' hours. All you needed to do, was press the appropriate 'option' and it would have 'immediately' connected you with the office and we would have dispatched the property manager to your room. But since an 'emergency' did not occur, as you weren't being assaulted ..or robbed !!!! you had no need to call the office until the next morning.... when you said you were departing early. It was obvious that you weren't happy with your traveling companion and it compelled you to vacate early. Because of Covid, we are minimizing physical contact with guests. We sent you an email with 'specific' instructions about our check-in procedures. If you didn't like them ..you should have canceled at that time.

The double & king rooms are actually larger than many franchise hotels. But our kitchenettes (with kings) are largest, and more the size of a franchise hotel room that has a kitchen. Our multi bedroom cabins are more suitable for a party of 3 people. Thank you for the review.

We have many properties, and I am not able to see where you stayed. Our properties range from modern cabins to historic cabins (over 100 years old) to a 6 room 'sportsman' style' Lodge. The Lodge was built in the early 70s is constantly being upgraded, but will never be like a franchise hotel. But to be specific all of our properties have modern conveniences, to include indoor plumbing :-) Additionally, I have never seen a hot tub at a campsite :-) We do have plans to install walk in showers at the main Lodge this winter..when occupancy is low. No one wants to wake up to the sound of workers banging away. But with these improvements, will come price increases. ...and for now, outdoor enthusiasts can enjoy 'dog friendly' accommodations at a reasonable price. Thank you for your comments.

When you made the reservation 'online', you were immediately sent an email that notified you of the Covid restrictions....specifically that our 'communal' hot tub at the Lodge was ordered shut down by the governor of West Virginia. You are from WV,, and I am amazed that you are not better informed about the state's restrictions in this regard. We told you that we would make a refund if it re-rented. But as as you said, you were only there for a n hous...and with only an hour's notice....it did not re-rent. I am sorry that you did not read the email we sent. I would suggest that next time you book a reservation...anywhere...that you CALL...and inquire about the status of these amenities...and even then an innkeeper and hotelier is not going to be able to foretell the future about the use of 'shared' hot tubs.. Get informed about social distancing.,,,as Covid restrictions apply to businesses.

We checked on that, and found a quick fix.....the switch on the electric surge protector bar had flipped. Sorry, you didn't contact us about this while you were still on premise. We have staff on premise 24/7.

we've got a new roof, new stain on building, new slate floor entry..the exterior decks are solid. Picnic tables, and chairs were replaced last summer (this is their 2nd season). This is the 2nd season for the porch furniture. Dated ? We aren't a franchise hotel...and don't try to be. The 6 room Lodge was built in the 70s , and though a boutique type hotel, it is a 'sportmans' lodge.. where you can enjoy coffee on the screened porch...with your dog at your side....watching the river, and the occassional bald eagle while you enjoy your favorite beverage. The interior of the rooms were updated last year. Our office is located in our ol' 'Company Store'. It looks like an old country store. with antique refrigerator on the porch. Inside, you will find T-shirts, coffee mugs, and other collectibles displayed in antique display cases. If you are looking for the 'newest' look in hotel room decor....then a franchise type hotel room would probably best suit you. Thank you for your comments. Hopefully,, it will hope people select an accommodation that best suits their style. The photos of the interior..and exterior are current.

Wow ! thanks for your review. You found appreciation in all the good things about us. ....and I bet your dog appreciated its freshly made bed when he arrived !

thanks for your review. We are a small operation, a re-birth of a 70s sportsman lodge, but our staff to guest ratio is high. Because we are a vacation destination, with a properity of providing privacy & quiet...our staff may not always be seen. But assistance is only a phone call away, as we have 24/7 on premise personel. Thank you again for you review, and we hope you will stay with us again when you are in the area.

Thank you for taking the time to leave a review. You have had two reservations with us, and we look forward to your next. You are familiar with our staff, and know that we care. Thank you again.

We are a small operation, and our employees care. They realize that their jobs are dependent upon positive reviews. They are human though, and if they miss something, they are happy to make it right. Thank you for your review, it will be shared with the staff.

Thank you ! You will not find a place to stay where the staff is more concerned about you being content with the accommodations.

You left the dog in the room ALL day. Other rooms became very concerned at the constant whining at the door It was obvious to everyone that the dog was distressed, and needed help. We called the number on file. Its absurd to think that you can leave your pet unattended in a hotel room for even a brief period, much less 12 hours . You might have been enjoying your time on the train...your dog hated every minute of it.

Staff checked the room after someone related to you,...who was not staying in the room told us you left. The property manager checked the electrical receptacle...and ALL five worked. The bedside plugs can be controlled at the door, and you had turned the switch off. An easy fix. When the A/C is turned off, the dehumidifier which is provided can be used to personalize your comfort levels 'You' left without notifying us, so were not given a chance to remedy the situation. Our policies state, that we are located on a hillside, and on the river in a humid environment. The policies state "allergy sufferers beware".

The softener system on the water has been adjusted. Most people who come to stay with us, prefer privacy. The property mgr lives 20 paces from your room. Telephones are answered 24/7, so if you needed attention ..you didn't even need the comfort of your room. Its obvious that you didn't need anything so badly, that you did not seek us out. By the way, we offer discounts to guests who adopt a cat.

We do not have control over the layout of this online booking site. our cabins are actually 2-3 bedrooms, with private hot tubs etc..but they do not rent for $300 night...they are $191-$239. Though more expensive they do offer easier access...but the view from the Lodge perched over the river is quite fantastic....and the its cantilevered deck that overlooks the river is great. The Lodge is 2 story, 3 rooms on each floor with private entrances from a long common...screened & furnished...porch. Lodge rooms rent from $75-$100+. We are sorry if this online booking site gave the impression that for that price that you were receiving a totally private accommodation.

The structure is over 50 years old, built as a sportsman lodge not as a swank getaway. With its age, and rural location, and harsh environment renovations 7 repairs are never complete and always ongoing. Photos shown are accurate. Well water system is certified, and does not smell like the chemically treated water from many city systems.

Thank you !

Thank you for your comments. We look forward to your next stay !

We keep the store open on Saturday, and on Sunday too when we have a clerk available. The 'store' is actually an office, that offers a small collection of handmade items, and memorabilia. It is being renovated on the inside which attributed to a collection of debris that was being hauled away. There is a convenience store about 3 miles away that has general supplies. We have an on premise property manager that lives beside the office. Our phone is answered 24/7 by an employee....not an answering service. The last big project of the Lodge renovation of the Lodge are the porch carpets. Its not a matter of pride...its a matter of opportunity. They are glued down, and the weather must be such that the glue will be able to dry. Additionally, the glue will create an unpleasant odor and is best done when the Lodge is without guests. Rather than cancel reservations, which would create a great imposition to persons like yourself who would have a problem acquiring like accommodations elsewhere....we have elected to postpone the re-carpeting of the porches until September. As you note, the inside of the rooms are nice. For others that are reading this, the porches and decks are as pictured. Only the porch carpet will be replaced. Thank you for your comment, and the opportunity to explain