We booked our stay early in the year for June to celebrate my husband's 50th birthday…read more Unfortunately, while driving to the resort, we experienced a medical emergency and had to cancel the trip. When we called the Sagamore, I was genuinely impressed by how empathetic and accommodating the staff were on the phone. Instead of enforcing a strict cancellation policy, they allowed us to reschedule for a later date when we were ready. Many businesses would not have been so understanding, and they deserve full credit for their excellent customer service.
We eventually rescheduled during peak season. While that wasn't ideal because it cost nearly twice as much as our original June booking, we viewed staying at a resort like the Sagamore as a once-in-a-lifetime experience and decided it would be worth it.
Check-in was smooth and efficient. We received a map of the property and information about resort activities and amenities. Our villa was farther from the main resort than we would have preferred, but the walk was scenic and enjoyable.
We stayed in a Hermitage Suite, and I wish I had paid closer attention to the layout before booking. There is only one bathroom, which is located upstairs and accessible through the master bedroom. Having no half-bath on the main floor, especially where the secondary sleeping area is located, is a poor design choice. Additionally, if our son slept on the pull-out sofa, it completely blocked access to the patio, where we had hoped to relax in the evenings after he went to sleep.
Since there was plenty of space in the master bedroom, we asked whether cots were available, but they were not. We ended up creating a makeshift bed upstairs using couch cushions. It wasn't ideal, but it allowed us to enjoy our evenings without being confined to the bedroom for the entire week.
Our biggest disappointment, however, was the lack of soundproofing. The walls were so thin that it felt as though the units were separated by curtains. We could hear everything from neighboring rooms: conversations, children yelling, people running up and down stairs, alarm clocks, televisions left on all night, and more. For a property positioned as a luxury resort, this was extremely disappointing.
There were also several smaller issues throughout our stay. The toilet paper holder constantly dropped the roll, the thermostat repeatedly reset itself to 75°F, the Wi-Fi was unreliable, and the TV frequently lost signal. We only contacted staff regarding the Wi-Fi because I needed to handle an urgent work matter and about the TV because our son wakes up very early, and we hoped to let him watch a show while we caught up on sleep.
The resort grounds themselves were pleasant, though not exceptional. We enjoyed spending time at the lake. The pool, however, appeared cloudy on our first visit and could benefit from additional maintenance. We appreciated the complimentary rides on the Morgan ferry and wish we had taken advantage of all three tour options to experience more of the lake. The recreation center was also a nice feature for families with children, although some of the equipment and facilities could use repairs and upkeep.
I want to remain fair because the resort was so accommodating when we needed to reschedule. However, based on our experience, this did not feel like a true luxury property. Service throughout the restaurants was disappointing, with staff often appearing disengaged or uninterested. What stood out most was that during our stay, we greeted dozens of employees while walking around the property and received only one response. At a luxury resort, that level of indifference is surprising.
The resort hosted several large events during our visit, which appeared to be weddings. While it's easy to understand why the property is an attractive event venue, it often felt as though those events were the primary focus rather than the resort guests.
Ultimately, this was the most expensive family vacation we have ever taken, and we left feeling exhausted and frustrated rather than refreshed.
One final observation: I have noticed management responses to critical reviews often focus on defending the resort rather than acknowledging guests' experiences. Whether management agrees with a review or not, people are entitled to their feelings. A more empathetic response would go much further in demonstrating a commitment to guest satisfaction.
I truly wanted to love this resort, especially given how accommodating they were when we had to reschedule. Unfortunately, our experience did not live up to the expectations associated with the price point or the luxury reputation. Looking back, I wish I had paid more attention to reviews describing similar concerns, as many of the issues we encountered do not appear to be isolated incidents.
