First off, this is a great place to come stay. The resort itself is very nice, comfortable beds, large rooms, nice amenities... but we were really disappointed by the service. I'm usually not someone to care about this much, but it was so consistently bad that it was hard to ignore.
First off - the hostess staff for the restaurants were plain rude to us. We had called down for the call ahead seating in the Tavern and were told that they had a table ready for us and to come down. We went right away - probably about 5 minutes to get from the room down there, and when we got there we were vaguely told "there is a wait, you can go to the bar and see if you can find seating there". Thats it... no, sorry we don't have a table ready and this is how long we expect you'll have to wait, or you can get a drink at the bar and we'll let you know as soon as we have a table. Nope, just kind of, "you're on your own". I had a hard time letting this go, so when I talked to the hostess about how to make sure this didn't happen again, she first defensively said "there are two hostesses and sometimes communication doesn't work perfectly". Later, she finally said, "I didn't know how soon you would be coming down, so we sat another couple at that table". I'm not sure their bad attitude was entirely their fault - they have an odd set up here where the hostesses have to seat for both restaurants AND bus/clean tables. They were clearly a little stressed and their hostess services definitely suffered.
I was also very disappointed by the maid service - not their cleaning, but the noise they made. They had their radio/walkie talkie turned up full blast first thing in the morning in the hallway. I was woken up both mornings by this, as well as the maid's slamming things around in the next door room while cleaning (literally dropping the toilet seat repeatedly and ramming the vacuum cleaner into the walls adjoining our room).
We had late checkout as part of our package, and when we returned to our room after breakfast our last day, we were locked out - a reasonable mistake, but when we went to the front desk to ask for our keys to be reactivated, the staff did not say anything to us to apologize for the inconvenience or anything really for that matter besides asking for our room number. Its not a huge deal, but irritating since we were in a separate building and had to walk all the way back to the main building where we had just been for breakfast - and I had just called that morning to verify we had late checkout and spoke to the very woman who reactivated our keys.
The only structural problem we had was the heat in our room. We could not get the thermostat to cooperate several times (turned the heat "off" and it just wouldn't turn off) and whatever we set the temperature to was either overshot or the AC would turn on instead of just turning the heat off. The unit was also very loud - we ended up sleeping with it off, but were freezing by the morning time.
Having stayed at several nice resorts/hotels, I really liked the place, but the staff was incredibly sub-par. If you're paying this much for an experience, the whole thing should be at least enjoyable and comfortable. They could really use some training in customer service, or really just some common sense in how to interact with people.
- Essex Vermonts Culinary Junction
- Essex Vermonts Culinary Hotel
- Inn Essex
