A disappointing experience for a resort that has so much potential. The location is perfect, the restaurant good, the food very good. The management? uncaring, uninterested and uninvolved. They are nowhere to be found 99% of time, and when they are present, it seems strictly to ensure reservations are made for the restaurant that has more than ample room for all guests. We have stayed twice now at the guesthouse, and sadly we will likely not return after this experience. In no specific order:
1 - The rooms were in very poor shape: bathroooms atrocious and in desperate need of remodeling (with exception of the suite, which was very nicely appointed), no A/C , and there was very minimal window shades to keep out early morning light. One more note, apparently towels are extremely expensive to clean in WV, we were given 2 bath towels for the entire weekend, and even after room was "cleaned", wet towels were still left in place on the floor. Trash never emptied, and some of our companions didn't even have beds made. Just to emphasize again, the rooms are sadly outdated, and really not pleasant to spend much time in.
2 - Lodge: assorted collection of broken and mismatched games available for enjoyment, lots of sitting areas, but aside from pool table not much in form of inside recreation. The latest brilliant idea is to put in an "honor bar". What a complete slap in the face. Not only are we to suffer mediocre accommodations, lackluster service and poor amenities, we're also supposed to PAY additional if we'd like a glass of wine in afternoon? A supreme example of poor poor judgment. I don't go looking to drink anyone dry, but every single B&B that i have stayed in, particularly in such relative proximity to VA wine country, provide a complimentary access to economical beverages. Major FAIL
3 - Grotto hot tub: outdated remnant from earlier wilder days of the guesthouse, that is completely underused, primarily because the whole room smells like a dirty sweat sock. steamroom gave me the creeps and reminded me of an old refrigerator that was sealed shut for 20 years.
4 - Pool: this was the best amenity of the establishment, and if the owner wasn't so cheap and actually turned on the heat during usage, it would be very pleasant during the chilly days and nights (and provide an excellent opportunity to offer bar service more than once on sat afternoons, the magic day when everything seems to be available). (footnote: we spent 10 minutes tracking down someone from mgmt to ask about the pool heat one afternoon and were succinctly told its only used on saturdays when pool is full. a perfect example of how these owners do NOT care about their guests, only what little it takes to keep the place running. an awful response and disappointing end to our trip. PS - really was too bad, we had a half dozen guys looking to spend the afternoon by the pool with bar service, looks like more sales opportunity missed out.)
5 - Breakfast: and speaking of breakfast, this was also sorely lacking. The food was adequate, nothing special, but I'm not a real breakfast snob so give me some eggs and a starch and i'm fine. The staff seemed to take cues from the owners, and were also barely conscious to guests. Absolutely nothing was brought unless specifically asked. A minor nuisance perhaps, but when a table of 10 hungry men sit down, it would be appropriate to occasionally check the coffee and water pitchers, offer to bring more dishes if disappear too quickly, and once again, be at least slightly interactive with your guests.... i promise we don't bite and actually wanted to be there.
6 - Restaurant: a very nice feature of the resort, the bar staff were friendly, the wait staff delightful, and piano entertainment fantastic. This was highlight of our stay. My only criticism here is that this was a pretty high end cost, cheaper options would be nice to have, perhaps served up in the lodge area.
7 - Overall service: this is really what is most heartbreaking, owners who provide a thin veneer of interest in comfort of guests. Zero interaction with anyone, even when dining at the very next table from us, your largest party of the evening. Breakfast is a key opportunity to at least say hello to guests, bid a fond farewell to those leaving, and perhaps offer some local insight to those staying. Nope, not even present.
All in all, i sincerely hope the guesthouse owners read this and take this all to heart. Having traveled extensively across the country, and even in this area, i can honestly say this resort has the potential to be grand and a jewel of the area, but it requires so much more than keeping a critical eye on costs, staff hours and utility bills. Customers are hungry for a social experience in this environment, especially when they arrive as groups to experience together. Show some interest, care about what guests are receiving, and be present to fix what I've outlined is lacking. read more