Sun Castle Resort

BEWARE! Five star resort
LOW-​CLASS disrespectful management! When we found squalor and garbage in between the mattress we immediately alerted housekeeping and management expecting a hearty «Thank you for letting us know» in our wildest dreams we did not imagine what would come next! On our last day we discovered open liquor bottles, pills and other garbage in between the mattress in our room. The mattress was soiled. It was as though instead of throwing out garbage someone used this area as a garbage can. We immediately alerted the guest service manager, Laurie, who said she will look into this and get back to us. We expected a thank you. Instead, we received a callback from Frank, owner/​general manager, who was angry and defensive to say the least. Frank accused our family of two adults, senior citizen and two young children of purposely staging the scene for monetary gain. He accused us of purposely soiling the mattress! He even went so far as to say that he will «find proof» we did this because he knows many people file false claims. He said it was «convenient» we found this on the last day of our stay. He even went as far as threatening to sue us for «ruining the mattress» No amount of reasoning would get him to back away from his accusations. We felt completely humiliated. Thousands of dollars spent on this «five star» hotel when so many other options were available and in the end a vacation ruined by humiliation and wild accusations. Please stay away from this place no view is worth paying to be treated like a low life criminal. The worst possible customer service!!!
And our family enjoy Lake George from 1986… NEVER AGAIN AT THIS CASTLE OF DISRESPECT !!!

I had a pretty bad experience trying to make reservations here for my wedding. When I originally booked my wedding in the area, I was told by the reservations manager, Debbie Regan, that she could reserve as many townhomes or villas as needed for my wedding guests – and to simply let her know when we had more information. She provided me with all of the prices and information to secure reservations, all of which I typed up and entered into our wedding website. When I tried to contact her two months later to secure the townhomes and villas (10 months before the wedding), I was told she no longer worked there and I was informed that the entire property was placed on hold due to an event the owner was holding the same weekend. I asked when the hold would be released and if I would still be able to reserve rooms there, and was told they did not know, but that I would come second to the other guests. As a bride-​to-​be, it was incredibly frustrating to be told they would accommodate me one month and then tell me I’m no longer a priority the next month. I was then encouraged to reserve rooms at the business owner’s other property. We had several family members and friends coming from out of state – some in the military coming from other countries– and the last thing we wanted was to be pushed to the other (and frankly, cheaper) property. Why would I support the business of someone who disregarded my prior request and placed me on the back burner with no notice? As a result, I had to start from scratch and find a completely different property (which has been wonderfully accommodating).
Update: I received an apology from The Inn at Erlowest (my wedding venue and a business partner of Sun Castle Resorts). They seemed to genuinely feel bad, took down details of the events, & gave me a free hotel room at The Inn the night before my wedding in an effort to make up for some of the trouble. I have yet to receive any word from Sun Castle, however. 5 stars to Erlowest for trying to help out! I’m sticking with 1 star for Sun Castle because I have yet to hear anything from them.