Jan O.
Google
My wife and I were treated so badly by the manager, Lamar, that when we experienced a serious problem with our cabin, and he escalated our discomfort over three visits to the front desk, that we checked out at 10 PM and drove the three hours home.
We went to evaluate the property for one night for an extended family and business gathering next year. Lovely location, great front desk help. When arrived at our cabin it was hot at 86°, and the a/c did not seem to work. We reported the issue.
Second front desk visit. Three hours later, after dinner we saw the a/c unit was turned off and our cabin was still 86°. No communication as to why or what was going on.
We are wanting to go to bed but sleeping in an 86° room was a no go. The manager explained to us that the a/c wasn’t working, and the coils were frozen, so they were waiting to turn on the a/c after the coils thawed. First we heard of it. We went for a walk while the maintenance worker went to the unit. Coils still frozen.
Third front desk visit. When we asked about another room, the manager became insistent that the problem was the non functioning a/c unit, not the hotel’s failure to offer a solution. All we wanted by that point was a room cool enough to sleep in,and the manger then started grilling my wife on why she thought there was poor service, after she commented that we were being treated poorly to have to beg for another room late at night. It got very unpleasant from both sides, we asked for a refund and checked out.
The manager never communicated what was going on with the room, never offered to us an alternative until we asked for it, and then became supercilious and offensive when it was clear we held him responsible for his failure to be proactive in the least.
At prices that are on a level with Four Seasons and Amangani, this is a complete failure. The manager is the problem, and they are clearly throwing away a great property on a poor employee.