Timber Ridge Lodge and Waterpark

It was very beautiful, Very big, and was quiet! Kids loved the water park, the water slides & arcade ! They loved the room we stayed in ! Made it feel like home !

we loved everything! But I do have to say It is expensive, no free breakfast ! Restaurant was expensive ! We spent every penny on just booking a hotel room and water park passes so we weren’t able to afford any restaurant food or anything because it wasn’t free and was way too expensive! It was all ok though ! Kids and myself and husband had fun though !

I like that everything was in one place Frost time there and it was great. Will be back again

No problems

Location and activities for the kids

Clean

Room temperature fluctuated a lot-sometimes too hot/sometimes too cold. Engineering was informed.

It felt like we were staying at a log cabin!

That we couldn’t stay longer!

I’ve reached out to upper management to share this same information, but never received a response. I would like to begin by acknowledging the positive aspects of our recent stay at Timber Ridge Lodge. The gift shop staff were consistently kind and welcoming to both my children and me. In particular, Jessica in the arcade was exceptionally thoughtful and engaging with our daughters. Her warmth and professionalism helped offset some of the disappointing experiences we encountered with management. Unfortunately, several significant issues led me to not recommend Timber Ridge Lodge. Our family visited to celebrate our daughter’s sixth birthday, but the stay was marred by multiple concerns. On our first day, our daughter slipped and fell in the bathtub/shower due to a visible slippery residue on the floor. She struck her face on the bar, resulting in a gash near her eye. While accidents can happen, the presence of the residue made this preventable. Additionally, the television in our room did not function properly, preventing our children from watching their usual programs before bed. While not critical, this was frustrating given the cost of the stay. The most serious issue occurred in the parking lot, where one of our daughters picked up a used PICC line (a medical device). As healthcare professionals, my husband and I immediately recognized the biohazard risk and had her drop it. We reported this to the front desk, along with the other concerns. Front desk staff were responsive: they sent someone to address the television and had security assist with an incident report for the fall. We were assured that a manager would contact us regarding these matters. However, we received no follow-up call despite keeping our phones with us throughout the day. Later that evening, we stopped at the front desk again and asked to speak with a manager— we were introduced to Margaret. From the outset, she appeared disinterested in addressing our concerns. She focused instead on scolding our six-year-old daughter for reaching toward crayons near the front desk—crayons that are routinely provided to guests. When I intervened, Margaret commented that our daughter had a runny nose and should not touch anything with “germy hands.” Our daughter has severe seasonal allergies, which were active at the time, but was not ill. Margaret’s tone and remarks were inappropriate and unprofessional. When we raised the PICC line incident, Margaret stated that someone had looked for it but it was no longer there. She offered to remove our resort fees and suggested we pursue a refund through Priceline, indicating she “wouldn’t fight it.” She also mentioned the possibility of future credits, but given the overall experience, we have no interest in returning. I strongly recommend that Timber Ridge Lodge provide additional customer service training for its management team and consider installing security cameras in the parking areas and other common spaces to better ensure guest safety, particularly for families with children. While we appreciated certain staff members, the serious safety lapses and poor handling by management left us deeply disappointed and concerned.