Phoebe C.
Yelp
Beautiful location, disappointing service and amenities
The property itself is stunning, but the staff's customer service was some of the worst I've experienced and many of the amenities advertised simply didn't work.
The wine card system didn't function, and when we asked for help, a staff member watching us pour said, "You must have already used it you can go to the bar."
We were told bikes were available for two hours per guest. The first evening there were six bikes, only two of which worked, so we were lucky to get a short ride in. The next morning, the same issue six bikes out, but only one available. When we informed the front desk (with four staff members standing by and no guests waiting), we were told, "It's a third-party company I can give you the number and you can call them if you want."
At dinner in the Lantern Room, we were one of the first tables sat, but three tables that arrived after us were greeted and served first. When we mentioned it to our server, Carlos, he said, "Sorry, I'm really busy with other tables,"
They also advertise s'mores, but two of the fire pits were broken.
To top it off, there was no fridge in the room something you'd expect at a resort of this level.
Overall, this property has incredible potential but fails completely in execution. The location and design are beautiful, but the lack of hospitality, accountability, and attention to detail made the stay frustrating rather than relaxing. For the price and the promise, we expected much more.