Just recently came back from the Civic Long weeken...

Just recently came back from the Civic Long weekend stay at the resort. We booked the Summit Lodge which are larger suites and in a higher category than the standard rooms. Surprisingly being in a higher-category (more $) standard housekeeping was NOT included. Having a young child it would have been very convenient if someone came to tidy up and/or put our room together, even just replenish our towels without having to call guest services and wait forever for someone to show up.

While we did think the grounds and property itself is very nice, the service overall was just very mediocre. The hotel was run by teens who simply don't have experience in life to know what true customer service is all about.

Upon arrival we were not given our room or offered any accommodations even though we arrived only half hour before our check-in time of 4pm. Instead we were asked to leave our # for the staff to text us when the room was ready. No body called or texted. Only after coming back just a few minutes before 4pm which we were still told nothing can be "guaranteed" till 4pm resulted in us getting more firm with the staff, which led to them offering a similar room with a notification to transfer later on when our real room was ready. # 1 you should offer this without us having to get frustrated and get more firm with your staff (it shouldn't be a wild card), # 2 if you say you will text or call follow through. Twice upon arrival empty promises.

The room was good enough as it was similar to what we reserved (minus a few small hickups which we again alerted the staff at the front desk but no body bothered to come replenish the supplies or check on) we were too tired from the long trip and wanted to rest and start to enjoy our weekend.

The next day we took a shuttle to the local petting farm but unfortunately a shuttle never came back to pick us up. After having the staff radio one in and waiting restlessly for over half an hour - one of the nice staff working at the farm offered to give us a ride back in her own personal car which we appreciated but still left us frustrated and unimpressed.

Another important point to mention - when initially reserving the Summit Lodge we were told on the phone we will receive a golf view which in fact was incorrect as the view was a partial view of the back of the property instead of the parking lot which is apparently considered an upgrade and more money?! Overall it is sad most of the staff who are in their teens and perhaps with very little life experience, are just not able to provide the customer service to be expected from such an establishment that charges just as much as competitive resorts like Taboo Muskoka or JW Marriott Muskoka. For the same $ we'd rather just visit those places next time and truly feel the customer service to be expected at that price point.