The Sagamore Resort

Extremely disappointing experience at The Sagamore. Before we even arrived, our original room was canceled, and we were then placed in a much smaller room. The air conditioning wasn’t working properly, the vents were filthy, and at one point our room filled with a concerning fire/burning smell. The bar was completely shambolic—you could barely get a drink, and the overall service was chaotic and disorganized. The food was mediocre at best and certainly not what you would expect from a resort charging luxury prices. We regularly stay at properties such as the Ritz-Carlton and Four Seasons, so we understand what a true luxury hotel experience should feel like. The Sagamore simply does not deliver at that level. The rooms are outdated, the property needs significant attention, and the prices are far too high for what you actually receive. For a resort positioning and pricing itself as luxury, management needs to do a much better job of reading its guests and delivering an experience that matches the rate.

We booked our stay early in the year for June to celebrate my husband's 50th birthday. Unfortunately, while driving to the resort, we experienced a medical emergency and had to cancel the trip. When we called the Sagamore, I was genuinely impressed by how empathetic and accommodating the staff were on the phone. Instead of enforcing a strict cancellation policy, they allowed us to reschedule for a later date when we were ready. Many businesses would not have been so understanding, and they deserve full credit for their excellent customer service. We eventually rescheduled during peak season. While that wasn't ideal because it cost nearly twice as much as our original June booking, we viewed staying at a resort like the Sagamore as a once-in-a-lifetime experience and decided it would be worth it. Check-in was smooth and efficient. We received a map of the property and information about resort activities and amenities. Our villa was farther from the main resort than we would have preferred, but the walk was scenic and enjoyable. We stayed in a Hermitage Suite, and I wish I had paid closer attention to the layout before booking. There is only one bathroom, which is located upstairs and accessible through the master bedroom. Having no half-bath on the main floor, especially where the secondary sleeping area is located, is a poor design choice. Additionally, if our son slept on the pull-out sofa, it completely blocked access to the patio, where we had hoped to relax in the evenings after he went to sleep. Since there was plenty of space in the master bedroom, we asked whether cots were available, but they were not. We ended up creating a makeshift bed upstairs using couch cushions. It wasn't ideal, but it allowed us to enjoy our evenings without being confined to the bedroom for the entire week. Our biggest disappointment, however, was the lack of soundproofing. The walls were so thin that it felt as though the units were separated by curtains. We could hear everything from neighboring rooms: conversations, children yelling, people running up and down stairs, alarm clocks, televisions left on all night, and more. For a property positioned as a luxury resort, this was extremely disappointing. There were also several smaller issues throughout our stay. The toilet paper holder constantly dropped the roll, the thermostat repeatedly reset itself to 75°F, the Wi-Fi was unreliable, and the TV frequently lost signal. We only contacted staff regarding the Wi-Fi because I needed to handle an urgent work matter and about the TV because our son wakes up very early, and we hoped to let him watch a show while we caught up on sleep. The resort grounds themselves were pleasant, though not exceptional. We enjoyed spending time at the lake. The pool, however, appeared cloudy on our first visit and could benefit from additional maintenance. We appreciated the complimentary rides on the Morgan ferry and wish we had taken advantage of all three tour options to experience more of the lake. The recreation center was also a nice feature for families with children, although some of the equipment and facilities could use repairs and upkeep. I want to remain fair because the resort was so accommodating when we needed to reschedule. However, based on our experience, this did not feel like a true luxury property. Service throughout the restaurants was disappointing, with staff often appearing disengaged or uninterested. What stood out most was that during our stay, we greeted dozens of employees while walking around the property and received only one response. At a luxury resort, that level of indifference is surprising. The resort hosted several large events during our visit, which appeared to be weddings. While it's easy to understand why the property is an attractive event venue, it often felt as though those events were the primary focus rather than the resort guests. Ultimately, this was the most expensive family vacation we have ever taken, and we left feeling exhausted and frustrated rather than refreshed. One final observation: I have noticed management responses to critical reviews often focus on defending the resort rather than acknowledging guests' experiences. Whether management agrees with a review or not, people are entitled to their feelings. A more empathetic response would go much further in demonstrating a commitment to guest satisfaction. I truly wanted to love this resort, especially given how accommodating they were when we had to reschedule. Unfortunately, our experience did not live up to the expectations associated with the price point or the luxury reputation. Looking back, I wish I had paid more attention to reviews describing similar concerns, as many of the issues we encountered do not appear to be isolated incidents.

This is an undeniably beautiful property with stunning aesthetics. However, after a recent stay, it feels like a classic case of a resort with a historically great reputation that has become complacent. They no longer seem motivated to evolve or enhance the guest experience to match the premium price tag. I do want to acknowledge the positive interactions. The Valet and Bell Staff were absolutely amazing. Every single interaction was a pleasure. The Golf Staff were also very friendly and appear to run a great operation. I can't compliment the Pavilion Lakeside Wait Staff enough. Our servers on Monday night were wonderful people who went out of their way to make us feel welcome. The Tuesday Morning Hotel Manager exemplifies how to do that job. I brought several complaints and a pending situation to his attention, and he handled it with genuine professionalism, care, and understanding. Unfortunately, the service in other areas of the resort was glaringly inconsistent, particularly at Caldwell's. While we did interact with a few helpful people there, other encounters were awkward and uncomfortable. One early morning, with plenty of open tables available, we asked if we could sit and order a cappuccino (which is apparently only available as a breakfast order). This was treated as an incredibly difficult request. The hostess seemed visibly annoyed and irritated, walking us back to the self-serve coffee area to the point where we just sat ourselves back in the appropriate section. Later in our stay, we asked for a cappuccino not realizing the breakfast computer system was down, and a staff member met us with a harsh, dismissive "No!" Given the steep nightly rates, the lack of internal investment in the facilities is hard to justify. The rooms and hallways need attention—specifically the carpets, which seem to have absorbed years of scents and odors and are in desperate need of a deep clean or replacement. Because the Sagamore is a seasonal property, there is really no excuse not to utilize the off-season to implement a more efficient cleaning plan and update the tired interiors. I appreciate the manager hearing out my concerns regarding the room and these incidents, and I hope they are actively being addressed. The Sagamore has the potential to be a five-star experience, but management needs to step up, invest in the property, and ensure consistent hospitality before they completely lose their reputation.

The property is stunning, spent many a summer on lake George. We are actually still here… the on staff and in house concierge and management is awful truly the worst I have ever seen. Having staff that makes the guests work harder than the hotel to get things done, I asked for the GMs email and was given a woman by the name of Alina who has not responded, it’s been 48hrs. We decided to come back next year but renting a house versus sagamore. For what we are spending for a condo I shouldn’t be directed to a dumpster near the staff living counters because housekeeping never came. Do not recommend hotel but the lake is amazing!

From the moment you walk into this stunning resort in Bolton Landing, you are transported into a world of beautiful scenery, exceptional service, and a most relaxing time. Surrounded by the exquisite beauty of the Adirondacks, the Sagamore offers a chance to relax and recharge and enjoy outstanding food, activities and attention to details. We began our trip on Sunday, July 26th with a quick and delicious lunch right at the resort on the water followed by checking into our rooms and preparing for dinner that night at the Club Grill Steakhouse. There we were greeted by the most wonderful Dina who made sure our experience was made so special. Joseph, the incredible mixologist made the most delicious drinks, Craig who as the GM of the restaurant made sure our evening was perfect and gave wonderful suggestions and recommendations and his attentiveness was exceptional, Petra a most friendly and personable waitress, Shelby the 5 star chef and all of the incredible kitchen staff, the night was magical and so special. It is truly one of the best dining experiences we have had and we have traveled both here and abroad. The steaks and the sea bass were truly some of the best we have ever had and the five layered carrot cake was unparalleled. I also want to give a shout out to the wonderful shuttle driver SherryLee who is one of the most outgoing and friendly staff. This was just the first night of a memorable weekend! The next day while our husbands golfed and were treated to a well maintained and beautiful golf course with again exceptional service by everyone, we shopped a bit and walked around the beautiful grounds. So many small details done well, ample clean pool towels available, a crystal clear pool, plenty of seating including an adult section, and beautiful flowers. After the afternoon at the pool enjoying the incredible scenery, we had a light lunch at the poolside grill with service by the exceptional Maddie and another gentleman, Eric?, but they were both friendly and handled a situation where our food did not come out (kitchen mixup) professionally with Maddie personally going to kitchen and bringing our lunch down. Our on last night, we enjoyed another exceptional meal at LA Bella Vita with Emery as our attentive and personable waitress. Each one of our dinners at this restaurant were incredible but the star of the show may have been the very best strawberry shortcake I have had. From beginning to end, another fine dining experience. As far as rooms go, we were in one of rhe lodges and although we did not have a water view, the room was quite large and clean and comfortable. Next trip, I would love to enjoy a water view. Every person we encountered provided exceptional service and we look forward to another trip back to the resort! If you are looking for a beautiful resort nestled in a stunning part of the northeast, The Sagamore is a place to put on your travel list!