Jessica Y.
Yelp
Mohonk's guest relations manager Brian, had such an egregiously low EQ and atrocious attitude that it is simply appalling he works in hospitality.
My family and I have visited Mohonk before and always had a wonderful time. It was for this reason that my brother chose to plan his surprise proposal there for his girlfriend.
On the day of 5/19, we had explicit instructions to meet Diane at noon to walk through the path, 90 minutes before the surprise was supposed to take place. However, when we showed up at 12 sharp, no one could find her. Alec Golden, a nearby employee, helped us look for her for 17 min. After 27 min, it was communicated that Diane would no longer be available for us, AT ALL.
If you fail to plan, you plan to fail. I've now learned Mohonk operates under this motto.
Hearing the news on Diane not showing up and that no one else had any of the notes my brother worked on with Regina, my dad asked to talk to the manager.
Brian from the very beginning trudged his feet on the floor, looking acutely annoyed as if he would rather be any other place in the world than with us, even before anyone spoke a single word. My dad tried to explain the situation and communicate how upsetting this entire thing has been on supposedly one of the happiest family days, and Brian would not even listen, just kept interrupting my dad to haphazardly say "ok so how can I help" like a painful and overpriced broken record. My dad again tried to start from the beginning, and Brian switched his nauseating loop to say " so it's only a couple minutes past, what's the problem? Diane has very important guests that she had to tend to " which means to me that (1) somehow 30 minutes has become "a couple", (2) my time is not valued and (3) we are not "important guests". Then he looped back to "OK so, how can I help"
This is unacceptable for 2 reasons.
1. You don't ask a customer how to solve the problem that you caused; you bring your expertise to the table and you debug.
2. As a manager, you take responsibility for your team's mistakes. Artificial apologies without fixed behavior is called manipulation. "I'm sorry BUT" is called an excuse.
- In the hospitality industry, I expected a very basic minimum bar be not only reached, but surpassed. With Brian, there was 0 heart, accountability for his job, integrity, collaboration, or basic human kindness.
On top of all this, Brian never made eye contact with either of my parents or expressed any sort of genuine remorse for putting us through this ordeal, and then when my mom was in the middle of her sentence, he started walking away. I even tried smoothing things out to tell him "hey, this is a really stressful situation, I'm sorry if my parents voices are raised but you have to understand how big of a day this is for us, and we don't want to ruin my brother's surprise by being on the hiking path when they check in". I know with 100% certainty that I held a respectful tone, and level volume. Even then, it did not change his aggravated and extremely rude demeanor.
Alec who ironically is relatively new working at Mohonk, was the only one that showed empathy. Understanding how stressed and upset everyone was, he sprung into action, becoming the singular reason the proposal was saved. He read the documentation my brother sent us, quickly got up to speed, and physically walked with us to the path identifying new hiding spots to optimize around viewpoints and consideration for my mom and my brother's girlfriend's mom being in their 60s. HE was the epitome of care, de-escalation, proactivity, and execution that I would've expected Mohonk to employ as a gold standard, the shining light of the day.
It is frustrating and absolutely heartbreaking to see my parents be bullied by such a small, ignorant man as Brian, who is supposedly representing a venue as nice as Mohonk. I sincerely hope Mohonk deeply reflects on its identity to evaluate the quality of service they provide. 1 poisonous individual is the most infectious virus, as the chain is only as strong as its weakest link.