The hotel is beautifully renovated, the scenery is...

The hotel is beautifully renovated, the scenery is stunning, and the rooms themselves are extremely comfortable. The critical factor that is missing in this beautiful establishment is a sense of hospitality and strong customer service. I strongly believe that we should all be empathetic towards the challenges presented as a result of COVID-19. Despite these challenges, the hotel proceeded to sell 100% of their rooms (which is their business decision and good on them for being able to do so), but not having enough staff and capacity to provide food and timely service to guests and blaming it on the new public health guidelines is another thing.

We could not get reservations at the Nordic Spa or a massage appointment. We couldn t get a reservation/booking to use the pool. I think both of these events are reasonable based on the circumstances. What is not acceptable to me is we were promptly seated at the restaurant, it took >45 mins for our breakfast at the Forte restaurant. The French toast and chicken sausages were dry and cold. Although our server asked if we wanted to order an alternative, we did not have another 45 min to wait. Management came out to apologize because it s their duty to do so, but without any sense of empathy or understanding. The apology was insincere and the excuse was simply COVID . It would be better if the restaurant was up front about how long the wait would be prior to seating us. Many of the tables around us experienced the same situation and the discontent was palpable.

Another challenge we had experienced was when we were checking out. We have a $100 resort credit from our booking. On our folio, we did not see the $100 credit, so we decided to call the front desk after we had departed to verify. All I wanted was a clear explanation of the charges, but the staff took zero time to investigate and explain the issue. The statement Your Bill is right was provided but with no explanation.

I always viewed coming here to be a luxury experience, but I don t see myself returning to this beautiful property in the near future due to a culture that undermines hospitality. There are other establishments in the area where we can expect and experience better customer service for the amount of money spent. Perhaps do not sell 100% of the rooms if you cannot keep up with serving all of the hotel guests.