I genuinely never go out of my way to write negative reviews, but after this experience, I feel…read morelike I have to. My family, along with the other families we traveled with, left this hotel feeling extremely uncomfortable, disappointed, and completely unsatisfied. From check-in all the way through check-out, we were made to feel like we were a burden rather than paying guests.
I honestly cannot believe that a property in the hospitality industry allows its employees to treat paying customers this way.
The front desk experience was awful. With the exception of one woman who was darker-skinned with dark hair, the majority of the front desk staff we encountered were incredibly rude and unwelcoming. There were eye rolls and attitudes when we requested things that we needed, and rather than having them brought to our room, we actually walked downstairs ourselves to pick them up. The complete lack of basic courtesy and hospitality was shocking.
The experience at the grill started out completely differently. We were a group of about 14 people, and initially we were having a GREAT time. The bartender who was working that evening, a gentleman with what sounded like an English accent, was exceptional. He was friendly, attentive, and made the experience enjoyable.
Unfortunately, that changed quickly.
We were sitting outside on the patio with the door open so we could hear the music from inside. A woman came over and started aggressively slamming the door shut. We would get up and open it again, and she would come back and slam it shut. This happened multiple times.
Instead of simply communicating with us like an adult and saying, "Hey, I'm really hot. Would you mind keeping the door closed?", she became extremely confrontational.
Eventually, she started yelling at us, singling me out and calling me a bitch, even though I had not gotten up from my seat, had not said anything to her, and had not personally confronted her at all.
Someone from my group finally explained that we simply wanted the door open so we could hear the music. Again, rather than having a reasonable conversation, she continued to escalate the situation and started yelling that she worked at the bar, even though she was apparently off at the time, and that we had to close the door.
At that point, it wasn't even about the door anymore. It was about how aggressively and disrespectfully we were being treated.
And this is where I was especially disappointed in the staff.
Peyton, the bartender working at the time, shame on you.
We asked for the woman's name and were not given it. We asked to speak with a manager and were told there was no manager available to speak with us. Instead of making us, as paying customers, feel heard and respected, it felt like the staff was more interested in protecting their employee than addressing the way we were being treated.
We were not asking for special treatment. We were asking for basic respect and customer service.
Then came the situation that honestly broke my heart as a mother.
My 4-year-old son was excited about getting the free breakfast. We went downstairs around 8:55 AM, and my little boy simply wanted one waffle. There was still a waffle sitting out, and he wasn't asking for anything unreasonable. He just wanted one waffle.
Instead, one of the continental breakfast employees yelled at him.
My son immediately started tearing up.
He's FOUR years old.
I looked at him and told him, "It's okay. Let's just go buy you something somewhere else."
That moment really summed up this entire stay for me. We were paying customers. We were there with our families trying to enjoy ourselves, make memories, eat breakfast, and have a good time. Instead, my family and I repeatedly felt like we were unwanted, inconveniencing the staff, and being treated as though we didn't deserve basic courtesy.
I cannot adequately explain how upsetting and embarrassing it was to watch my young child become upset over something as simple as wanting a waffle at breakfast.
Hospitality should make guests feel welcomed. This property made us feel the exact opposite.
We spent our money here. We chose this hotel. We brought our families here expecting to have a fun and comfortable stay. Instead, we left feeling angry, embarrassed, disappointed, and honestly just emotionally exhausted from having to deal with unnecessary hostility from the people who were supposed to be providing customer service.
What should have been a fun family trip turned into an experience that we will unfortunately remember for all the wrong reasons.
What a miserable and disappointing experience.
I sincerely hope management takes this review seriously, because no paying customer -- and especially no child -- should be made to feel the way we were made to feel during this stay.
We deserved better.
