Brock S.
Yelp
I've stayed here many times and I've experienced the 5 star service they used to be capable of giving. The last few times, however, I just see this place becoming a beautiful property with poor service. In fact, the poor service is beginning to be the predominant piece.
We booked well in advance, and called the morning of to tell them what time we would arrive. They assured us the room would be available by the "guaranteed" check in, but possibly even earlier. Of course, it was not available any earlier, but also not even when it was "guaranteed. " in fact, it wasn't available until about 40 minutes after the guarantee time. Luggage to our room? I started writing this 1.5 hours after "guaranteed" check in and still didn't have our luggage. It finally came about 2 hours after guaranteed check in. And, we weren't in the room and the bell person left our door without being locked.
The room is a class that's supposed to have a view (vista luxury). We've stayed in that type of room before- usually beautiful views of the mountains or golf course. This view this time? A couple trees and the umbrellas of Jimmy's tavern. Noise all day long. Loud drinking groups of people. Main golf cart stop. Not at all what you would want to have peace on vacation. My guess is these are the worst rooms on the property other than the ones by the lobby facing the parking lot....and, this is like a 3rd tier rate, not one of the cheaper rates. Feels like a bait and switch on the room description and what you pay for.
I went to the front desk to see if they could change our room. There women in front of me were complaining about being late to check in and he gave them. $100 restaurant credit and was all smiles and helpful. With me, it was $25 parking and a lot of "I'm sorry you're not happy" and "unfortunately there's nothing I can do." If I hadn't seen him be a completely different person to the women in front of me, I wouldn't have thought much about it, but when you see the treatment change between genders, you also know there's a real lack of professionalism and ineffective management.
Ended up deciding to just let it go, but the noise level in the room around dinner time was so annoying, I called in to see if a different person would help. That person listened to me, told me she would take it to her manager and call me back shortly. Two hours later and no call. I don't expect one at this point. I just goes with the experience that it's all talk and smiles, but no real action to provide exceptional customer service.
I could go on with other pieces of the story, but it's our first day here and already just poor service after poor service.i saw this happen with Terranea Resort...a once beautiful and great service resort become overcrowded and staff just get worse and worse. Part of why I stopped going there was for the same reasons I will eventually stop going here. They care more about getting more people in the door and making more money than they do about true excellent customer service.its the fake smile with the bad attitude that gets me.
So if you want a beautiful resort that is kid friendly, dog friendly, and golf friendly...and outside of the main fray of greater Los Angeles, this is your place. Unless you care about customer service. Here, you'll find yourself frustrated multiple times in a single stay. Good luck.