I decided to surprise my husband for our second anniversary with a quick getaway. My husband works long hours so we didn't arrive to the resort until 6pm Thursday evening. We drove from Maryland. Upon arrival, the check-in was quick, the view was superb and the resort actually appeared larger than it actually was. We stayed in the Hemlock building, room 29. This room opens directly into the woods on ground level. This wasn't too scary until I read the letter in the room that stated there was a problem with unexpected insects. The room itself reminded me of a low budget Hampton Inn room. I am a hotel snob and this was a 1/2 star type of room---my shower curtain was ripped, there were spider webs in my shower, there were missing blinds, only two wash cloths, empty shelves, etc. Nonetheless, I didn't want my husband to see my disappointment. I just watched television until dinner time.
The dinner reservation was at 8. I was told when I booked the spa get-a-way package that was the latest. We arrive at the restaurant and there are two other tables---the rest of the restaurant is empty. The server stated it was the resort's busy season; however, he was lucky to have four tables total that night. The restaurant didn't close until 10 and there were no other reservations after 8. As you can see, we could have had a later reservation.
The food seemed like it was purchased from Sam's Club and reheated; however, we were told it was made fresh daily. The prices were more than fair, but I didn't enjoy my main dish. My Caesar salad and cheesecake were fine.
Upon returning to the room, there was a lightning and thunder storm that triggering the lights to go out. No fun sitting in a room in the mountains with no lights.
Fast forward to morning---after suffering from a night of insomnia due to the dated mattress, I get a call from the front desk (Brandi was her name). "Check-out is at 11am. Can you bring the keys down to the office now. We need to flip that room." I said, " I didn't realize you were at capacity, 40 guests." I was then rudely cut off, "That's not what I said. If you don't have the keys down here in the next 15 minutes I'll charge you for another day." She continued to argue. I sent my husband down to the check-in desk, with the keys. He pleaded with Brandi to let us stay another hour as we hadn't showered yet or finished breakfast from the Grille. She told my husband, "This is a hotel you know? Other people pay for early check-in's and your room happens to be one of them." She was so rude!!! I told my husband to request a refund for the spa service because I was misled. When I booked the package the spa could not accommodate us until 2pm---which means we have NOTHING to do for three hours. Or as Brandi suggested, we could walk the gardens or go to the pool and tennis courts.
My husband and I drove to Harrisburg mall which is 30 minutes away to kill time. The mall is horrible!!! We return to the 'spa' for our massages and pedi's. My husband and I frequent spas. This spa is no Red Door Spa; however, my aesthetician, Janis, was a very pleasant change. Although the services were subpar, they were tolerable.
I thought $399 for an overnight stay, dinner and spa services was an excellent deal. I would have preferred to spend double and have a better experience.
Also, my husband had terrible cellular reception (my iPhone was okay). The “Lodge” Wi-Fi network is a joke!!!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
29 June 2011
There is no excuse for your experience. In no way should an employee ever treat a guest in the manner displayed in your post. That will be dealt with. We are not in the business of treating people poorly.
It seems as though there was an issue in the kitchen over the weekend. Our food is prepared daily and what is shown in your pictures is not a representation of our fare.
I cannot blame you for not wanting to return. If you want to continue this conversation, please contact me. Your feedback will be put to good use.
Ryan Longenecker, General Manager
Felicita Mountain Resort
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC