We had high expectations but unfortunately our stay fell short due to several service issues, especially for a resort of this caliber.
Positives:
*The resort grounds are stunning and well-maintained.
*Staff at the bonfire were friendly and attentive, ensuring our comfort.
*Limited amenities around resort and things close early
Negatives:
*Check-in Delay: We arrived at 4:35 pm, but our room wasn’t ready until 5:10 pm. No efforts were made to make up for the delay, only a “sorry we’ll text you”.
*Shuttle Confusion: The shuttle for the bonfire was late, arriving at 7:15 pm instead of 7:00 pm, and we had to follow up to inquire.
*Lost Item / Lack of Follow-Up: The most frustrating part of our stay came after we checked out. We accidentally left a shopping bag containing personal gifts in our room. After realizing our mistake within 90 minutes of checkout, I reached out multiple times via text and phone calls, but communication was poor. No one answered at housekeeping or lost and found, and when I did get a response it felt like no one was truly following up. After several hours, I finally spoke with at the front desk, but after checking we were told nothing had been found. It was abrupt and left us feeling like our concerns weren’t prioritized.
I reached out to the General Manager directly to express my concerns but never received a response. I feel that for a resort of this caliber more attention to customer service & better communication would go a long way.