We (a group of six adults plus three kids) stayed here in June 2021. In summary, we had a great time but did experience a few hiccups in our service. Based on the level of service that you expect from a place where you are paying premium prices, I would rate this a 3.5 but rounded up to 4 because I think a lot of those hiccups were caused by being short-staffed due to COVID. Nemacolin was clearly in the hiring and training process while we were there, so hopefully this will improve soon. (We saw signs for a training session while we were there, and talked to a few staff that had started only a few weeks before.)
The staff was very friendly, and I always received a "good morning!" or good afternoon!" when I passed a staff member in the hallway, and they were very helpful and gave good advice about things to do. We arranged for a babysitter in the evenings for the three kids for three nights, and I was glad it was the same person every night so we would have consistency. Crystal was caring and patient with our toddler, who was upset when it was time for us to leave, especially the first night (he is rarely watched by a non-family member, so a babysitter was a pretty new experience for him). And she brought a bag of toys with her, which was awesome, since you can only fit so many distractions in a suitcase when you are traveling! We also really enjoyed the turn-down service and the robes and slippers in our room.
Here are some of the activities we enjoyed (all listed below were complimentary):
- Mini-golf: Our two year-old had a blast and requested to go back many times. He is really too young to really play, so it was nice that this was included and we didn't feel like we "wasted" money only playing a few holes. Mini-golf was never busy, so we had lots of freedom for our son to drop his ball in the the same holes over and over. (He loved the ones where the golf ball drops in a hole and the ball gets spit out somewhere else.) Tips: (1) There is a carousel nearby that runs on the hour from 12-8pm. We were never there when it was running, so can't tell you how it was! (2) There is a shuttle stop at the entrance to the mini-golf, so you don't have to walk there and back.
- Indoor kids pool: There is an indoor kids pool that is 3 feet deep. We were so excited by this find because the weather was supposed to be rainy and chilly for most of our stay, so we thought our son wouldn't get to swim at all. The bottom of the pool is a bit rough (my knees and our nephews' feet were scratched up afterwards), so I recommend bringing swim shoes.
- Outdoor pool: We played at the outdoor pool that had a slide. I was able to slide down it with our toddler in my lap and stand up immediately after being dropped into the water, so our heads didn't go under, and our son absolutely loved it, as did the other kids we saw there the first day. There is also another pool nearby for adults only that looked nice.
- Walked past the animals (shuttle will take you there): They have lions, tigers, bears (oh my!), buffalo, sheep, and goats. There is also a nice playground and swings in that area.
Examples of some hiccups we experienced, as I mentioned, seemed to be due to being short-staffed and/or staff still going through the training process:
- Housekeeping came at a different time each day (in the late morning or early afternoon one day, around 4 or 5pm the next day, around 1pm the next day), so it was hard to figure out when to shower, and we always seemed to time this wrong.
- After turn-down service came one day, one of the caps to my contact case disappeared (maybe it got mixed in with the washcloths they took to be laundered). When I asked the front desk if they had a replacement, they told me I could buy a case in one of their shops. Maybe I wasn't clear in my explanation about how it had gone missing, but I really thought it should have been on them to replace it.
- When we had tea, it took about 40 minutes after we ordered to be served tea or food. We didn't know what the hold-up was until they came out with the tea and food (hot water machine stopped working). I think that with more training (or more staff to help with the serving), the person waiting on everyone would have let us know what was happening and made we were able to wait longer than expected. read more