First off, we did not actually get to stay at Riverside Lodge so this review is purely in regards to their (lack of) customer service. I booked a room for a Saturday night so that my husband and I could do a nearby hike on Sunday. About two weeks before our trip something came up and changed our plans. For the next two weeks I called almost every day, multiple times a day trying to change our reservation to the following weekend. No one EVER picked up the phone even during the listed check-in hours. The voicemail box was ALWAYS full so I was unable to leave a message. Because the hotel was non-refundable through hotels.com I could not change my reservation using the hotels.com website. I finally emailed the hotel and they told me I had to make changes with hotels.com. I called hotels.com customer service and they were unable to change anything without authorization from the hotel.. whom they were also unable to reach. I emailed the hotel again, explained the situation, and asked if we could please change our reservation or cancel. No response. The day we were supposed to check in they called me and asked if I was coming. I explained the situation and there was no offer of a refund or to reschedule. So we wasted money on this place and didn't get to stay there. It may be a great place, but don't expect to reach anyone. Ever.