The Ozarker Lodge in Branson, MO

I had a pleasant enough stay at the lodge and wasn't planning to leave a review, but the aftermath has been so frustrating that I feel compelled to share my experience. Here's what happened: I accidentally left my wallet at the hotel during checkout on May 8th. The hotel called to let me know they had it, which I genuinely appreciated since I'm in Northern Illinois and couldn't drive back to retrieve it. Totally my fault, I have voiced on every single one of my phone calls how I understand it is my fault, and thanked them for working with me. Even asked if I should source someone local to pick it up for me and mail it themselves. Crazy, if you ask me. Fast forward to June 2nd - I still don't have my wallet. Every phone call feels like starting from scratch with different staff members. Even employees I'd spoken with previously would be so unaware of the situation that there was just no accountability or follow-through, only to discover it was still sitting there. Was there no outgoing mail for multiple weeks? This happened repeatedly, even on days when I was promised it would be shipped the next day or that I would receive a call once it was completed. No follow-up. Despite calling at least 15 times, the manager has never once gotten on the phone with me or tried to care about this. Last Saturday (before Memorial Day), I was told the wallet had finally been sent. I waited patiently through the holiday weekend, understanding that mail delivery might be delayed. Today, I received a call from a mailing center in Branson saying my wallet has been sitting there waiting for payment to be sent out. How was I supposed to know WHERE they dropped it off or that I was supposed to call to pay? Literally - huh? As someone who has managed teams and businesses before, this level of customer service is unacceptable. A manager should be involved in resolving issues like this, not leaving customers to make endless phone calls with no resolution with staff that is clearly new or don't care about their customer service. I begged for an ounce of putting themselves in my shoes and asked them, I am confused, what else can I do to expedite this? Nothing. This experience has completely soured my opinion of this location. Looking back at the stay itself, there were several issues I initially overlooked: the soaking tubs were out of order our entire visit, the fire pit by the pool wasn't working, and the rooms had noticeable gaps around the doors letting in outside air. While the beds were comfortable, the rooms felt sterile with blank white walls. The door gaps and thin walls meant you could hear everything happening nearby. I genuinely loved the overall vibe of the place, but the poor customer service, both during our stay and especially during this wallet situation, has been incredibly disappointing. The front desk staff I interacted with, particularly two male individuals, showed little interest in providing quality service, let alone normal human interaction, even before this drawn-out ordeal began. Management needs to focus on customer service training and actually step up to resolve issues when they arise. Experience is still experience, whether before the visit, at the visit, online, over the phone, or after the visit. And mine is the dumpster (probably with my wallet lmao)

Richard did a wonderful job cleaning our room. such a cute little place to stay and we loved the vibes. it was just close enough to everything nearby and not a bad drive to downtown either! beautiful location and great ammenities. :-) thanks!

The staff was excellent. Anne, Jessica, Bobby, Jeremy, and I have forgotten the other gentleman’s name.Clean facilities. Pool and hot tubs great. Continental Breakfast a nice display. Close to other activities. Would stay again. Enjoyed our stay.

Excellent, place. Had a great time. The staff was super helpfull and friendly. Dog friendly, the coffee/bar excellent servi ce. Jeremy and Brad were great takung care of the fire and the fire.pits. They both went over and beyond to take care of us, Awesome place will be back.

The staff was extremely helpful and nice. They have fire wood , washer and dryers and even soap for clothes that are all complimentary. The coffee shop is outstanding. This is a pet friendly place and you never smelled like an animal, very clean. Beds were comfortable and pillows were fluffy. Over all a fantastic place to stay. I would recommend it to anyone.