am extremely disappointed with our experience. We spent over $3,000 for two nights during Valentine’s weekend in the Grand View Suite for our son’s 17th birthday celebration, and the level of service and cleanliness was completely unacceptable for what is advertised as a high-end resort.
From the moment we arrived, the front desk staff was unfriendly, unwelcoming, and not accommodating. Unfortunately, the issues only continued from there. When we entered our bi-level suite, we found pizza crusts, wrappers, and dirt in the corners both upstairs and downstairs, clearly left behind from previous guests. It was obvious the room had not been properly cleaned. On top of that, the windows were dirty, which was disappointing in a suite where the view is supposed to be the highlight.
We had specifically chosen this suite because we were hosting a birthday gathering with catering, something the hotel staff was very aware of ahead of time. During the celebration, the electricity in the main entertaining area (the dining and living room) went out twice, forcing us to call maintenance in the middle of our event. To make matters worse, the downstairs bathroom — the one intended for guests — clogged three separate times during our stay.
For a stay costing this much, the most frustrating part was that no manager or supervisor ever addressed these issues. Not once did anyone reach out to check on us, apologize, or attempt to resolve the situation in a meaningful way. When you are spending over $3,000 for just two nights, especially for a milestone birthday celebration, you expect a basic level of care and hospitality. That simply did not happen.
Even before our stay, we had difficulties with the property. We asked numerous times prior to booking if we could view the suite to see if the layout and square footage would work for our birthday plans and catering setup. Each time we were given the runaround. Eventually we were told we could view it the day before the celebration at noon. When we arrived, we were told we had to wait outside for nearly two hours while cleaning finished, which honestly felt like an attempt to discourage us from viewing the suite at all.
Overall, the experience made it feel like the property cares more about collecting money than about their guests’ experience. For a resort that promotes itself as a high-end family resort on the bay, the service, cleanliness, and lack of management response did not come close to matching that claim.
We have still not heard from management regarding these issues, despite the amount spent and the problems encountered throughout the stay. Unfortunately, based on this experience, I cannot recommend staying here.
