4/10 Poor
Sergei L.
Apr 15, 2023
Liked: Cleanliness
Wonderful location and beautiful grounds, but incompetent and uncaring staff and management
Overall, this would’ve been a wonderful experience, but property management managed to ruin it through their sheer incompetence and lack of care. On the morning of the checkout, I called the front desk and reported that my driver’s license appeared to be missing and asked if the staff could print out a photocopy that I’d email them from my laptop. They said they’d be happy to and that it would be done within a half-an-hour. I reconfirmed the ETA because we were on a tight schedule to return our rental car at our next destination at the location that had no after-hours drop-off. When I stopped by the desk, they couldn’t find the printout, couldn’t manage to reprint it and held me waiting for over an hour, as a result of which I had to leave without any resolution and delayed to the point where I wouldn’t be able to return the car at the destination before they will have closed for the weekend. Now I don’t know what to do because I have nowhere to drop off the car until Monday and we have a train to San Francisco on Sunday morning. In addition, I don’t know if the photocopy of my license had already been printed and is now misplaced somewhere around the property and can precipitate identity theft. Granted this may be a unique situation and we just found ourselves in an unfortunate confluence of events, between losing the driver’s license and having a tight connection with the car rental, but the management’s inability to print out one page and to be honest about it made the whole situation infinitely worse and overshadowed what would’ve been a perfectly good vacation. My suggestion: come here if you are not likely to interact with staff or management at all, but if you should need them for any reason whatsoever, you may well end up having your whole vacation ruined. Names of people responsible: Monica Matos promised to print the one-page email attachment and Alinah Valdos is the general manager who made the whole situation as bad as it’s gotten.
Sergei L.
Stayed 7 nights in Apr 2023