Shannon F.
Yelp
I'm really bummed about this review because we were hoping to make this place our yearly splurge getaway. We stayed in a cabin that came out to about $1000 a night, and at $2000 for two nights (some peoples rent for the entire month!) we just expected the experience and the service to match the price. Unfortunately that was not the case.
On day two, we were out all day exploring and came back at almost 4 pm to an almost immediate knock on our door, housekeeping. We were one of the only people left on the property that night as it was an off night, so it's unfortunate they did not prioritize our room and clean it during the day while most people would be out and about, but no worries we said let us get our coats on and we'd head out for a stroll. They said they'd be right back to clean it. We went out, came back, they still hadn't come, so we headed out to dinner. We came back late around 9:30 and they had never come back. So we had no fresh stock of the items we had utilized night one, no fresh towels, no waters, no new sticks for s'mores, no coffee/creamers, hot chocolate, etc. It was pretty disappointing as we were planning on coming home and having coffee and s'mores by the fire. Keep in mind, you're out in the woods and we had been hiking and in nature all day and night so a fresh hotel room isn't too much to ask when you're paying Four Seasons in Hawaii level prices.
I have a feeling housekeeping didn't know we were staying in that room because the front desk never communicated to them that we had decided to stay another night. For our second night, we were going to stay in a smaller, more affordable room but decided to inquire about an upgrade as we really loved the tub in our cabin we were in on our first night and with the 3pm and 11 am checkout we barely got to use it. It was also a Sunday night so we were one of the only guests staying on the property that night. Not only did they shoot down any kind of discount on the price of the upgrade(another $430 on top of the almost $500 we had already paid for the second night and the $1k we paid for the first night of the cabin) and even though the cabin was going to be unoccupied for the next few days anyways, they said flat no and didn't offer any alternative options like a later checkout (she said 11:45 was the best they could do but the cabin wasn't booked for days and housekeeping clearly didn't come until 4) other room options with a lower price, heck not even a bottle of wine or something to make us feel better about it, no incentive at all, and honestly she pretty stone faced and cold about the whole exchange. I tried asking about the room we had booked, was it smaller, etc, and she didn't offer any information, just said they're different rooms. Just pretty rude in general and made me feel uncomfortable. We decided to bite the bullet and upgrade, but it was a big splurge for us. So when we didn't get housekeeping that night and in turn no restock on all the amenities you are paying for with the price of any room on the grounds, we really regretted our choice. It was too much money to be handed a key and pushed out the door. That kind of price point requires a basic level of accommodation and service or even just warmth that really was not there.
Next time if we are going to splurge we will really just splurge and go to Post Ranch Inn or Ventana.