The following is a condensed copy of the letter we sent to this resort after our stay with the…read morecomment card.
While the location of the resort is absolutely stunning, and we very much enjoyed visiting the area, we were time and again disappointed in the resort. The following is the list of problems we had with the resort.
First, we were unable to get the Wi-Fi to work. So, naturally, we wanted to call maintenance to see if it could be fixed, but the office hours are from 9-5. Frankly, when you are on vacation, you are out of the room usually during those hours - we went skiing everyday, leaving around 8:30 and back about 5:15 and so were never able to call and ask about it. This was a problem since we had planned on using it to pay some bills and buy Christmas gifts on line. We finally received a call Thursday night from Annette who wanted to see how we were doing. She indicated that the wi-fi didn't really work and anyway, no one would be out to restart the router till tuesday of next week - which did not help us at all. She did however send out the maintenance man to help us with our DVD player. He was very prompt and was there is 10 min. The office hours should be changed to evening hours at least.
Another frustration we had is that at such a resort with International visitors, there was no cork screw or wine glasses. We bought a cork screw at the gas station which broke after one use, and the subsequent one we exchanged it for broke before any bottle was opened. Annette on Thursday noted that she probably wouldn't have anything like that, however the maintenance man found us one straightaway. I wish I knew his name because he was the most helpful employee. Not in any of the timeshares around the world have we seen no wine glasses or corkscrew.
The quality of the pots and pans was also a disappointment, the large stock pot was missing a handle, which made it difficult and dangerous to handle when hot and the frying pan handle was about to fall off. The rear left burner on the stove did not work - and since we like to make gourmet meals for holidays, these things made it difficult. Additionally, the cabinetry in the kitchen was extremely old and needs refurbishing - there should at the very least be shelf paper in them because the glasses stored upside down had residue on the rims from the dirty shelves. Also, there was only the fork part of the salad serving plasticware.
The downstairs toilet had a tendency to clog and finally we were unable to use it at all. The downstairs restroom has a ventilation problem and no towel ever dried completely after hung up there. I should mention that this unit is supposed to house 10 people, however, there is only 1 towel rack in each room. Where are those 10 people supposed to hang their towels? Not to mention the lack of hangers in the hall closet for jackets, there are only 4. Additionally, the wall heater in the bathroom did not work and frankly, during a renovation should be removed as it is quite gross looking as well.
The front door had a problem with locking. Once it was locked, it was hard to unlock it from the inside. You had to use the key from the outside and the key we were given did not work the deadbolt.
Finally, we visited the hot tub on Thursday night and it was a perfect temperature; so on Christmas Eve (Friday) we decided to leave the slopes early to enjoy the hot tub before it got dark. First let me say that going to the hot tub is no small feat in 8 degree weather - since you have to go outside to get there. However, the door was locked and we were unable to enter. In all of the literature it said that the hot tub is open everyday 10am -10pm. So why was it locked? At this point, we were quite fed up with the resort and of course it was after 5pm, so we called the emergency number which apparently is Annette's cell phone number. She said that she wasn't in charge of the pool and there was nothing she could do. What great customer service! We would not hang up until we got something from her, but before that she said it is Christmas for her too. Finally, she relented and said she would try to call whoever was in charge of the pool. Of course nothing happened and on Christmas Day it was still locked and since there is NOTHING open on Christmas, we couldn't even go in the pool to break up our day.
Overall, this resort needs a complete renovation badly.