FAMILIES BEWARE. We booked TWO nights at The Abbey Resort for my birthday and my son's birthday,…read morewhich are one day apart. What should have been a special family weekend ended with us leaving early, my son devastated, and me spending my actual birthday dealing with a dirty room, missed housekeeping, maintenance issues, and a reservation the resort somehow could not find.
We booked by phone in early July because we had a certificate for the first night that could not be used online. The call lasted about 30-45 minutes. The representative explained that we needed two separate reservations: one for the certificate night and one for the second night. We discussed BOTH nights, rates, room options, possibly changing rooms, and activities for the entire weekend. She even transferred me to the activities department.
This was NOT a "miscommunication." We booked two nights.
We checked in Friday around 3 p.m. When we returned around 8 p.m. after s'mores, we discovered visible dirt rings, hair, and grime in the bathtub.
I called the front desk at 8:07 p.m. and was told housekeeping would arrive in 10-15 minutes. No one came. I called again at 8:37 and again at 9:07. After about an hour and a half, with two exhausted children waiting for baths and bed, my husband and I gave up and cleaned the bathroom ourselves. I have photos showing the condition of the tub and how dirty the towel was after cleaning.
About two hours after the first call, night manager David came to the room. David was kind, apologetic, and genuinely seemed concerned. He provided dining certificates, promised a $40 credit for the cleaning supplies we had to purchase, and scheduled housekeeping for 10 a.m. the next morning.
We NEVER received the promised $40 credit.
Housekeeping also did not come at 10 a.m. We returned from swimming around 12:30-12:45 and the room still had not been serviced. They finally arrived around 1:30, when our children were getting ready to nap.
The room had other issues too. The refrigerator was not cooling and had to be replaced. Our two-queen room for two adults and two children had only two towels and two washcloths. The bathroom vent was dirty, the shower leaked, and the showerhead sprayed water in multiple directions.
The indoor pool was also closed for scheduled maintenance on Saturday despite the cool weather. We were told the outdoor pool was heated to about 87 degrees. It absolutely did not feel that warm.
Then around 1:45 p.m., management came to our door asking when we were checking out. We explained AGAIN that we had booked two nights. Management later texted that they could not locate the second reservation and called it a "miscommunication."
It was not.
Their solution was to charge us $189++/$235.23 total for another night or give us a "complimentary" 2:30 p.m. checkout. After more discussion, the rate was eventually lowered to $129.99.
At that point, I was done. I was not paying more money to stay somewhere where I had spent my birthday cleaning, calling the front desk, waiting for housekeeping, dealing with maintenance problems, and defending a reservation we absolutely made.
We packed up and left around 2:45 p.m. My son was devastated because this was his birthday trip too. I was emotional because this all happened on my actual birthday.
I have the photos, videos, call history showing 8:07, 8:37, and 9:07, and the text from management.
FAMILIES BEWARE. If you are booking The Abbey for a birthday, anniversary, or family getaway, document EVERYTHING.
