My wife and I were lucky enough to get married here recently.
I won't waste space and reiterate what has already been said, yes, the scenery, lodging, cabins, and food are amazing.
It's really unfortunate, that there is a huge disconnect between the beauty of the ranch, and the professionalism of the staff. We determined them to be on completely different levels.
My wife and I are extremely laid back and low maintenance, all of our friends would agree, yet experienced numerous issues with the staff, beginning with planning, all the way through to the Sunday brunch after the wedding that irked even us.
We were frequently perturbed with trying to get answers on the planning, and not having our calls returned, having to call multiple times, and always being given an excuse and an apology.
After the 3rd or 4th time, it gets old.
About a week before the wedding, in a call to Lindsay, the special events manager, she casually informed us that we would no longer to have our ceremony rehearsal at the Altar site, as there was a wedding that day. Waiting to hear where the new location would be, we were never given one, just that we couldn't do it at the Altar. So we ended up coming up with a Plan B on our own.
The night of our rehearsal dinner the tables were not set up correctly in the Hex Tavern, like the diagram showed on the BEO, or Banquet Event Order. As we would later find out, the BEO, created to detail almost every aspect of the wedding, was completely ignored multiple times throughout the weekend.
We were promised that our requests for miscellaneous tasks would be taken care of during wedding and since they were very simple, no fee required, and they were either forgotten at wedding, or we were told there was a cost, and as a result we had to have some of our family guests, jump in and handle these things.
The theme seemed to be that none of the staff communicated anything to anyone else, or followed through with their word.
Finishing off the wedding, we had discussed and reserved the Hex Tavern for a Sunday brunch, as a thank you to all of our out of town guests. It was on the BEO, nothing to worry about, will be a great way to end the wedding.
About 45 minutes after the brunch start time, still waiting for food, we were told that the restaurant staff was not notified, and that they would do their best to accommodate the large turnout of guests. The result was that people ended up waiting on average of an hour for food to come out, and multiple people had to send the food back, as it was cold. They simply had not staffed the restaurant sufficiently to deliver orders on time, and they ended up sitting in the kitchen.
Our complaint to the restaurant manager, as we had been unable to locate Lindsay all weekend, the staff person that set up the BEO, was
returned with the offer of removing the cost of the coffee. Wow. I guess at this point I shouldn't be surprised.
When I placed a call into the ranch after the wedding, and confirmed that they had in fact found a guests item left behind, I was relieved and was told it would be shipped to the address on file.
3 Weeks later a call into the ranch had the staff scrambling to tell me the status of mailing the item left behind. An apology once again was offered by the staff.
It really is unfortunate that such a beautiful place as Devils Thumb Ranch is plagued with some of the worst customer service I've experienced. If only the staff could extend the same level of detail that has been put into constructing and designing the ranch.
I would stay here for the weekend and probably not have issues, but I would never host such a large event again here knowing what I know now.
Hopefully in the near future they figure out how to manage events, as it truly is an unforgettable setting. read more