Ashten H.
Yelp
Rosewood CordeValle and their staff ruined my wedding night. My husband and I had everything we dreamed the day of our wedding at Clos LaChance Winery that is located just behind the golf course. We were booked to stay in a bungalow at CordeValle for our wedding night. We are very proud dog owners and put the love of our life...our 2 year old Black Lab Goldendoodle, Jesse in our wedding as a Jr. Groomsdog. One of the reasons we chose them other than proximity was the fact that they prided themselves as a pet luxury resort..sounded great. However, after a friend took our dog back to the resort following the ceremony, at some point he was let out and ultimately led to him getting hit by a car and passing away on the night of our wedding. The resort NEVER contacted us to inform us he was out of the room and missing, instead they tried to chase him around on a golf cart and he just ran from them scared. The wedding was less than 10 minutes away and the resort and their staff were very much aware of this and had the winery's and our contact information. The manager apparently looked for him, but then left when his shift was over, without a second thought and did not attempt to contact us prior to leaving. When we were dropped off that night, the night manager took me away from my husband and family to "finish checking in." Not mentioning that there was any issue. She put a pet waiver in front of me that I had not seen or signed before when I came to drop off our things and get the keys earlier that day. After I handed it to her she actually asked me if my dog was trained to open doors, after I responded "No," she then informed me he was missing. I was with her periodically over the next hour or so..she never even said "I hate to tell you this," or "I'm so sorry, this must be so hard." Not once, in addition she kept saying she thought she heard a dog barking and she was sure we would find him, after he'd been missing for hours. I still can't understand how she could've been so cruel in this moment. My husband and I immediately went and searched for him drastically I ran around the golf course in my wedding dress and heals and my husband ruined his entire suit and shoes from running on the wet golf course. I do not recall the name of the woman who checked me in, but she came around on a golf cart and was asking me to get my husband, as he was much faster running than I was and had taken off looking. I refused and said we needed to look for our dog. My husband had called his family and they were on their way back to help when they found him, as the police had just arrived on the scene. My father-in-law had to hold me as I collapsed to the ground in tears. My husband and I, in addition to our entire family were completely heartbroken. To add to the tragedy, the resort never apologized for their negligence, or even recognized how difficult this must be for us. Not a single person I spoke with to arrange things beforehand ever reached out, after we had booked a bungalow for that night and a room for a 40-person family brunch scheduled the next day that we had paid and arranged for in advance. They did reimburse us as we did not stay there or have the brunch. However, an apology and recognition of what they had done is what I expected and never received. There were many points of disheartening negligence that were revealed over the next several weeks to our family as we asked questions. My husband and I were robbed of the chance to recall our amazing and beautiful wedding day, or enjoy the night alone with each other for a single second, and that is all thanks to this horrible and heartless resort.
I'm seeing a lot of wonderful reviews and wish that had been my experience, but the customer service I experienced was not only awful, but hurtful. I have never written a bad review to this extent and would normally never write a detailed description of my experience like this. However, the magnitude of the consequences of their actions I felt deemed this necessary. It has taken me months to get the momentum to write this without getting too emotional. I urge you not to stay at Rosewood CordeValle at all, but especially with your dogs. I wish so badly I could take back the decision I made to book this for our wedding night and we would still be able to have Jesse in our lives, other than just in our wedding photos.