Dear Deer Path Inn,
My wife and I were really looking forward to our stay from 20-22 July 2018, but after our two nights, we left disappointed and offended by your staff.
We would like to share some feedback.
My wife was in the Lake Forest area for work. She travels a lot and we hadn't seen each other in 3 weeks. We were looking forward to a luxurious weekend together. Prior to our booking, we had compared many hotels in the area. And after a thorough search, Deer Path Inn sounded like a dream. It had everything we were looking for. Nearly 5 stars from hundereds of guests. The upscale, refined, and elegant descriptors wooed us. But what sealed the deal were the raving reviews about how fantastic the service was. "Phenomenal service," "wonderful staff," "above and beyond" were just a few of the words previous guests had used. We booked our stay.
On Saturday (21st July 2018, around 10:10 AM) my wife and I made reservations and walked down to The English Room for breakfast. The waiter, who greeted us by checking his watch and grimacing, silently handed us the menus. Less than a minute later he hurried back, looked at his watch again and asked if we were ready. I needed another minute. He finally spoke to us and said that the kitchen was closing. So we quickly made decisions and handed the menus back.
The food was delicious and the ambiance was beautiful. Our waiter did not come back to check in on us. Roughly a half an hour later, a party of six were seated at the table next to us. Their waiter approached them with the same breakfast menus that we were given, they weren't told that the kitchen was closing, nor were they rushed to place their orders. The kitchen was surely closed by now--we wondered.
Curious and offended as to why we were treated so disrespectfully, we asked to speak with our waiter. We politely let him know that he was rude when he communicated to us the kitchen was closing by looking at his watch--not once, but twice before speaking with us. And when we asked whether the kitchen actually closed since the table next to us leisurely ordered from the same menu more than thirty minutes later, he didn't have an answer for us.
The hostess wasn't at her station when we left the restaurant, so after returning to our room, my wife called the front desk to give them the same timely feedback.
Shaken up by the incident, we restricted ourselves to ordering room-service for the remainder of our stay.
Unfortunately, there was another incident of offensive behaviour.
On Sunday (22nd July 2018, around 10 AM), my sister was coming to pick us up. My wife called the front desk prior to let them know of her arrival. When my sister approached the front desk, she told the gentleman behind the counter that she was there to see her sister in room 323. He examined her (a 5-foot tall Indian woman holding a baby) for a moment and probed her, "Is she staying at *this* hotel?" (with an emphasis on "this"). Taken aback, my sister repeated that I was staying in room 323--really. There was no suitable reason for him to ask her that question unless he thought she didn't belong--even after the mention of my room number.
Your website states, "The one thing even more memorable than the Deer Path Inn's iconic architecture is our legendary reputation for personal service. It is this unmatched service and the personal attention we give to each of our guests that has kept them coming back for over 85 years."
The service was certainly memorable. Losing two customers may not have an affect on your bottom line, but we strongly recommend that you evaluate your staff against your brand's commitment, to make sure that they are aligned. Who knows how many others have crossed Deer Path Inn off their list without having shared any feedback.
Sincerely,
Moitri & Nekisa
23 July 2018 read more