I will try to make this a short as I can. My wife and I have stayed at the Dillard House many times and brought many friends and family to eat and stay at this establishment. I lived in the Dillard area for two years and ate there more times than I can count. Everytime I have stayed there I have received no less than excellent service at the hotel and the restaurant. However, this last experience was horrible and I will NEVER stay or spend another dollar of my money there again.
My wife and I decided that we would travel to the Dillard House (some 500 miles) to spend New Years Eve with some friends in the mountains of North Georgia, especially since the food is excellent. Upon check-in, everything seemed to go as smoothly as before; however, this quickly went downhill. As we arrived at our chalet, #23, there were less than 50% of the light bulbs working, few outlets worked at all and the room smelt of vomit and mildew. I discounted these items at first indicating that is was an old chalet and that I was sure that it would be taken care of the next day. The next day I notified the front desk of what was wrong also with the fact that I was the only one that had hot water and it was only for two minutes before it ran out. The temp outside was 40 degrees and the water was very cold. I was told that they would send the maintenance man up and they did; however, he doubled as the security guard and didn't know how to fix anything much less adjust a water heater. He finally adujusted it and we went about our day skiing and having a great time in the mountains.
The next morning there was NO hot water at all. I notified the front desk at 8:30 am of this problem and they stated that they would have someone there within 20 minutes. Thirty minutes later, I called the front desk to inquire as to when someone would arrive and they said that the maid would be there within 20 minutes???????? Did I need towels???? I advised them that I would need someone to fix the water heater and that the maid would not be sufficient; however, they disregarded my request and sent the maid who came in and turned the water on and said "No, you don't have any hot water." Finally, after three hours wasted in the morning, they finally sent a plumber who replaced BOTH bad heating elements in the heater and we had water. I notified the desk that I had wasted half of my day and that I could not pay for the room for the previous night due to the numerous problems we encountered with the chalet. The desk manager stated that she would talk to Mr. Dillard and that she would let me know the outcome of the conversation. I was never notified until I called back to inquire. I was staying with my friends and my family with a 1 year old daughter in which we could not simply give her a bath in 40 degree water. The next night I had to chase a squirrel around the room and finally get hime out. I spent more time dealing with that chalet than I do with my own home.
When I finally was able to have an answer about the credit, I was told that there would be a 25% credit for the one night even though there were two nights without hot water. I told the front desk that was not agreeable and that I would not pay for ONE night at $150/night. I was told that I would have to speak to Mr. Dillard about the credit. I was told that he would be on the property at 8:30 the next morning and I stated that I had to leave and requested that Mr. Dillard accommodate a guest and arrive a little early (he lives VERY close). The front desk lady became very rude at this request and stated that she would only leave a note for him to call my cell phone. Surprise, NO return call. I called twice the next day and finally talked to him the third time that I called. This becomes even more interesting as this goes continues.
When speaking with Mr. Dillard, I expressed my concerns and my reasonable request especially since I have spent no less that $12,000 at this resort over the last 20 years and that I would continue to come back and spend more in the future. He never tried to appologize or accommodate this request. Instead, he stated that he has already issued a credit, $37.50 over a $700 bill, and that no further credits would be authorized. I told him that I could not understand why this reasonable request could not be granted since there is a lot of future revenue at stake as well as the money that has already been spent. Mr. Dillard became VERY HOSTILE and called me a blank blank bully and stated that I was rude to everyone of his staff including the dining waitstaff and that he never wanted to hear from me again and slammed the phone down and hung up. I couldn't believe these are the actions of a business owner and sat there for a minute. If I was so rude to everyone, why did I tip the waitress $20 for a $60 meal? Because she was excellent. The friends that went with us will never stay there again and I will NEVER spend another dollar there again. We will dispute the charge with the credit card company.