Greg Eisen

Review of Wentworth by the Sea a Marriot...

I don t generally leave reviews. But, as a mgmt co...

I don t generally leave reviews. But, as a mgmt consultant I felt compelled to share my experience. The location, amenities, rooms (we stayed in the marina suites), food quality, and views/setting have the makings of a 5 star resort. It s truly a wonderful property. Just beautiful. BUT, there is a missing piece that runs through the operation and severely impacts the guest experience... As a broad generalization, the staff don t care, lack training and are too policy driven (as opposed to customer driven). The inconsistent level of service showcased itself around every corner. There were a few shining stars, don t get me wrong. Our bellman lugged bag after bag down the long stairway to the pool level suites with a smile on his face the whole time. Our waitress at latitudes went all the way up to SALT to get us something off their menu. The housekeeping staff rushed down when our fridge wasn t working (and we need for allergy issues with kids). The mgmt was very accommodating when we had some issues and bent over backwards in an effort to resolve. But, consistently we had and observed experiences that could/should not have happened as a result of poor service. How does an employee walk out of a public restroom, while I m walking in, and leave garbage on the floors and counters? If he really cared he d have straightened up when he saw the mess. How does a bartender act so rude that a couple came over to us at dinner and complimented us for our patience as they observed the entire encounter? How does a dinner take ~2.5 hrs and they forget to bring the entire appetizer course? How does housekeeping leave dirty dishes in the dishwasher from the prior room occupant? There are many more examples.... The bottom line is this operation needs a mgmt and culture overhaul and if they get the right leadership in place, this can be a 5 star experience. Until then, expect inconsistency in a beautiful setting.