Perhaps if you are obviously wealthy or well-connected this resort lives up to its reputation. However, if you are a person of average means looking for a splurge, expect to get pegged as a sucker by a jaded staff that seems to care more about image than substance. My husband and I visited in April to celebrate our 10th anniversary. We scheduled spa services at the spa attached to the resort and also booked a loft suite for two nights, a loft suite being one of the more spacious accommodations available. The resort was nearly empty for the duration of our stay, but we were placed in an older section of the hotel. I suspected this upon inspecting the room, but had this confirmed later by the manager at the spa, who expressed surprise when told where in the resort we were staying. The room was still nice, but it had clearly received much use and seemed a little worn. Still wanting to feel good about the enormous amount of money we were spending to stay there, I chose to overlook this fact, but discovered something more unpleasant that night. Our large walk-in shower had a severely clogged drain that caused cold water to pool unpleasantly around my feet. I reported this to staff the next morning and was told that they would add the problem to the maintenance log. I foolishly assumed that this meant they would send someone to fix the problem, but realized by the following night that this was not going to be the case. Room service, which we used a couple of times during our stay, was efficient, but I could not shake the feeling that we were not the kind of guests the staff was accustomed to serving. The attendants were college age kids and seemed condescending and cold.
On our second day of our stay, I received one of the worst pedicures I have ever gotten in my life at their spa. The aesthetician who performed the service was a very nice girl who confided to me that it was her first day on the job. Needless to say I was disappointed, especially since my husband and I had received services there the previous day. Since there were other clients there with presumably more experienced staff, I was left to wonder why I was yet again getting sub-par treatment.
Upon check out that morning I mentioned our problems with the shower to the front desk clerk and asked to talk to the resort manager. Rather than being gracious, the clerk responded defensively to my request and curtly informed me that the manager was unavailable. To the manager's credit, he did contact me by phone several days later as a formality. He also sent us a 50 dollar gift certificate toward another stay, but honestly I will never stay there again. The whole experience left me feeling as though we were most unwelcome. All I really wanted was for someone at Walden to acknowledge that a clogged shower drain, especially at a five star resort that sells its showers as one of the highlights of the room, is unacceptable. And I wanted a sincere apology. Although not upper class, my husband and I know about first class service. We did not receive it at Walden. .
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
15 November 2010
Dear Traveler,
I find it diassapointing to find that this review was posted 7 months after their stay. All of our room maintenance issues are always check after an issue is brought to our attention. In this case the person made a comment upon checkout which was looked into and address. A gift certificate was an appropiate response on the Inn's part. I am so sorry this guest didn't feel they belonged and for some reason they didn't get any satisfaction. All of our rooms are always continuley refreshed and our staff is highly trained.
Please take us up on the gift certificate you were provided and hope to see you in the future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC