Erin Phillips

Review of The Elms Resort and Spa

We stayed here for my wedding weekend, October 25t...

We stayed here for my wedding weekend, October 25th 2019. My parents had issues with their reservation as soon as we arrived, as we were supposed to be on the same floor for getting ready purposes, photos and all those types of things. They were sent to a different floor and settled with it. That night after my wedding ceremony we all had dinner in the hotel restaurant. My parents were interrupted during my wedding night dinner and asked to switch rooms because they needed there room for someone else. They sent an employee to move all their belongings (which were all unpacked and a mess because we had gotten ready in their room) and he was very sweet and apologetic saying he's sure they would make it up to them. The customer service stopped there. The next room they were sent to was full of black mold which my mom is extremely allergic to. She went back to the desk to request a new room and the front desk was incredibly non chalant about the mold, didn't even ask where the mold was. My mom asked if they'd like to know where the mold was and she said oh yea we'll send someone to clean the shower (but the mold was in the vents.) My mom had already been in the mold room long enough to become sick. She was sick for my reception the next night. Upon check out a couple days later the front desk manager was extremely careless and all that had been offered were 2 breakfast vouchers. (She denied that they ever comp anything and the nice man who moved their room previously had no right to offer anything as an apology.) Not only is 2 breakfast vouchers not even enough to make up for all the trouble and poor customer service, my mom was too sick to make it to breakfast. It is now 1 day short of 2 weeks later, my moms is still sick with mold poisoning. She has had to take off work, and has had to visit a doctors office twice and be put on 3 different medications. And the Elms could care less. Do not stay here. It's dirty and the customer service is poor. As far as my stay goes our room service was expensive and gross. We received a caesar salad which came with rotten red cabbage in it. Even the lady who delivered it said that's not what the salad should look like. And we spent $700+ in the spa which would have been great if all the steam and other features would have been working but they were not. $700+ was spent in the restaurant with great food but also poor service. And my wedding, although beautiful and nice staff (for the most part) did not go off without a hitch.