Defiance House Lodge

After more than 30 years of staying here, this was our worst visit, and we're so disappointed. The room was clean and fine, and the staff were friendly, but they weren't accommodating. Although I asked the reservation agent three times to confirm the room we'd requested because my mom has physical disabilities, we weren't given the room we were promised. The front desk apologized but wouldn't move us. The pillows were completely unusable, and the restaurant food was almost inedible. Armark seems more focused on profit than the guest experience, and isn't doing a good job running the resort.

Amber, who heads maintenance, was awesome when the air conditioner in our family unit trailer stopped working. We got back from a long, fun day of boating at 8:30 pm, and she spent a long time trying to fix it. She couldn't get it working that night, so she arranged a couple of rooms for us with the Defiance hotel staff. She fixed the problem the next day. Thanks, Amber!

The restaurant patio has AMAZING views, and the sunsets are always beautiful. We appreciate how convenient it is to stay at this hotel and come back several times each summer. The rooms are clean and the staff friendly, though it's not a five-star hotel. On this recent visit, the food seemed a bit lower in quality than in past years. We'll be back.

The rest of the park is top-notch, with great people and great service. Sherry at the lodge was awesome and tried to help. But the reservation service on the 1 800 number is a friggin joke. Jacob answered, and the phone was on for less than 15 seconds before he hung up before I could even say what I needed. The next woman said her name so fast I couldn't catch it, and she was just as rude. RV park reservations are another joke. The reservation center people obviously don't know what they're doing. I'm not impressed, and I'll bring this to upper corporate's attention. Fix that line, because those issues are going to cost you business.