Postcard Cabins Western Catskills

Don’t usually write reviews, but this place was AMAZING!! We stayed here this past weekend in October and absolutely loved it! This cabin was so cute and perfect for our getaway. There were so many amenities including a s’mores kit, fire supplies, and many drinks and snacks. The view was beautiful and my favorite part was that our cabin was super clean, especially for being in the middle of the woods. Spotless on arrival and we can tell the staff pays attention to the small details, which i really appreciate when traveling. Not only this, but there were surprisingly no bugs (maybe the season) and the shower water pressure was amazing. The customer service was great with and easy check-in process and quick responses to our questions. Overall, this was an amazing experience and we cannot wait to return!

Used to love going to Getaway when it wasn’t Postcard aka Marriott owned. Little changes bothered me. No sponge to wash dishes. No bowls or treats or poop bags for the dog. No sticks for the smores. Required to pay for food (instant oatmeal, trail mix) and firewood whether you use it or not by way of an additional 35 dollar DAILY fee. The lantern wasn’t charged so we couldn’t use it for nighttime visibility and no cord was in the unit so we had to struggle with a phone flashlight. There was light with a dimmer knob over the counter that wouldn’t turn off - just stayed on no matter what we tried - so we slept (or didn’t sleep, rather) with a light on all night. Booked for two days. Left after the first. After going here dozens of times with the previous owners, we won’t be back. Felt like 1000 papercuts. Perhaps the fault is in having the previous experience and comparing it to the one we had with new ownership.

Visited during new years eve and got some snow fall, so it was quite charming. The room came with s'mores for two, tea and coffee, water bottles, and a kitchenette. The cabins were spaced apart well so you felt like you still had privacy while getting to enjoy nature. We even saw some deer run by. The shower was fine and what you would expect for a small cabin, but just not the most comfortable or roomy. Overall a great experience!

(That response is completely unresponsive. I’ve already escalated this to Customer Care, so let’s continue the discussion there.)

I am writing to express my deep disappointment with my stay at Postcard Cabins Western Catskills from December 26–27, during a severe snowstorm in New York State. I rarely leave reviews, but the seriousness of this experience compels me to do so.

I chose this property based on my long-standing trust in the Marriott brand, having stayed at many of its hotels over the years without major issues. This was my first time booking a Marriott property using my personal account.

Upon arrival, I never received the required contactless check-in instructions. I had to make multiple calls while waiting in my car on an unplowed road during the storm. Staff struggled to locate my reservation, and no email was sent as an alternative. After roughly 30 minutes, I finally obtained the cabin details.

The access roads and cabin area were not plowed or lit, making navigation extremely dangerous. With no visible signage or markings, my car fell into an unmarked ditch while parking. Emergency support initially advised me to wait until morning despite the car sinking further into mud and posing a safety risk. Only after insisting was a tow truck dispatched. I paid $300 for the tow and sustained damage to the vehicle.

After being advised to park in the staff area, I was denied a ride back to the cabin and had to walk through the storm late at night. Upon departure the next morning, I witnessed another car accident near the cabin entrance, confirming the ongoing safety issues.

This experience reflects serious failures in communication, safety preparation, and guest support. It was the worst lodging experience I have had, and it significantly undermines my confidence in the Marriott brand.

To start, we only booked for two days. I called prior to check in to let the staff know that I’ll be arriving late because of the heavy snowfall earlier that day. I arrived shortly after 12am. I was assigned a cabin that was in a “foot traffic only” area and I could not park in the reserved parking section for my cabin (Freya) because two other vehicles parked improperly and used all the space. My phone had no service and it was pitch black outside because there are no lights. I then drove around and found one of the red emergency phones and dialed the number on it and that’s when I was connected to Ed. I explained to Ed that it is pitch black outside and we can’t park in our reserved section due to the other guest parking incorrectly. Ed instructed us to park FURTHER away and then walk to our assigned cabin (Freya). Yes, the phone operator told us women to park further away and walk in the dark to our cabins with our suitcases. This was truly unsettling and far from safe. We plead with Ed over the phone and asked for a cabin that is not placed in a “foot traffic only” area and after going back and forth with us… he finally re assigned us to a new cabin (Doris).

Once we were safely inside, we noticed the toilet does not flush. We called back and Ed again instructed us to use the toilet but do not flush. This was hard because the cabin in small and we didn’t not want the smell to linger. After urinating in the toilet at night, we urgently had to use the bathroom in the morning. We called the main office and spoke to Brianna who told us to walk 10 minutes to the main office to use their bathroom and told us the maintenance will arrive around 11am to fix the toilet. At 11am I followed up and Brianna said someone will arrive within 30 minutes. At 12 noon, no one came. I called the main office and Brianna said “oh yeah, no one is coming in today so we might just move your cabin”. This was extremely frustrating because we felt that we just were not having a good experience. She didn’t even reach out to say no one is coming, Brianna left us hanging unless I reached out to her. Closer to 2pm I call Brianna back to follow up on the new cabin to see if it is ready. She says yes it has been cleaned already. Again, Brianna never reached out to keep us updated. I explained to Brianna that we have wasted our entire morning and had of the afternoon waiting on her to get back to us with information and she didn’t. Eventually, we were assigned to a new cabin again (Madonna).

Everything was fine from there on but we missed out on snow tubing because we were waiting on maintenance that was never coming to begin with. I truly feel robbed of my experience and the staff was very lackluster about handling issues. The two days we were there we spent switching from three different cabins, walking 10 minutes away to use the restroom, and sitting in a cabin with a used toilet. I truly enjoyed the view but the service was not the best at all. I was robbed of a beautiful experience and this was our first cabin trip.