Qiana Thomas

Review of Renaissance Ross Bridge Golf R...

I don t understand how this hotel gets the high ra...

I don t understand how this hotel gets the high ratings that it does - I have had my share of stays at 4 and 5 star hotels and this one is about a 3.5 star at best primarily for the location and building. They are in definite need of customer service training/etiquette and a some updates to the overall appeal. A friend heard great reviews about this place and wanted to do a spa day there for her birthday! Let s just say it is a birthday that she will never forget and not in a good way.
-We booked the spa and stay package - the spa consistently called her prior to our arrival to see if she could take an earlier appointment (6pm) when in fact our original appointment was 5:30pm. Upon arriving , the staff at the front desk was very unprofessional and non-accommodating. Although we had already booked and paid for our room over the phone previously (over $500) the hotel wanted to place an additional hold on the account for the room fee and incidentals.
-When we arrived to the spa, we learned that they were running behind a lot and there is only one nail tech that works on the weekend who had been working since 8am without a break.
-The massage rooms were cold and not very relaxing, there were workers in and out of the resting spaces, and guests as well as employees talking loudly in the quiet room .
-The spa chairs are wooden and are so uncomfortable that it almost seems that the end goal is get you out of their quickly.
-We were almost double charged for the spa services because the lady told us that the spa and the hotel systems don t communicate with each other and no one told her that a spa package was included in our stay. Our day was spent pulling up confirmation emails on our phones to prove that our services were paid for.
-There was no hot water to shower with in our rooms. And the staff had a very nonchalant attitude about most everything.
-The property is beautiful, but certainly can use some updated furniture and maintenance.

I personally drove almost five hours as a first time guest here and I was not impressed - certainly overpriced for a lackluster experience. I would not revisit.