Micheal Brillas

Review of Cove Haven Entertainment Resor...

We'd stayed at Pocono palace last year, so we were...

We'd stayed at Pocono palace last year, so we were prepared to find some cosmetic issues. Some things are to be expected, but in our previous stay, it was the staff that made the experience an amazing adventure.

This experience was the complete opposite.

The first room they placed us in didn't have a working sound system, and one of the TV's would power up.

When I asked to speak with a manager to discuss this, I was brought into an office with signs hanging on the wall saying things like "complaint line starts here" and "you say witch like it's a bad thing".

I explained my problems to the manager, who argued that l didn't know how to use the remote.

She then sighed loudly and went to the front desk and had them change our room.

I explained that my girlfriend and I had very stressful jobs and that we were there to relax. To this, she responded that she had just come back from vacation and that "this was her stressful experienced.

I was shocked by the dismissive, rude way we were treated. It was clear that nobody had inspected either room.

Over the next few days, we noticed a pattern of behavior that seemed disturbing.

In every staff interaction, we noticed that it seemed like we were a tremendous burden, we were consistently meet with defensiveness and an expectation of complaint.

When being seated for breakfast, we were met with bickering from our server about how many people were placed in his section. At dinner, it happened again, but with a different server.

It was though everyone was irritated at having to work there and were taking it out on the guests.

On our third day, we got locked out of our room, due to a mistake made when they programmed the keys for our second room.

When I asked what had happened, I was told that sometimes the keys demagnetize. When I replied that it wasn't something likely to happen to both keys, the woman behind the counter became rather aggressive and helped that "they wouldn't just turn off the keys".

When I responded that they'd had to give us a different room because of the problems with our first room. I was met by a demand that I "stop speaking".

I took our new keys and we walked all the way back to our room.

I love having the pool in the room, but after a few minutes we discovered the paint chip snowglobe that made us wonder how long it has been since last cleaned.

When management stops carrying about customer service, everyone stops caring about customer service.