My husband and I just returned from a stay at Wintergreen Resort, and we wanted to convey our disappointment with several aspects of our stay. We stayed in a one-bedroom condominium in 3 Ridges units.
We knew in advance that the weather was not particularly ski-friendly, so our complaints do not involve ski or slope conditions.
Check-in: Our complaints begin with the disorderly and chaotic experience at check-in. The lobby and concierge area, in particular, were disheveled and in disarray; the check-in staff was not warm or welcoming.
Accommodations: Although our condo was spacious, we were greatly disturbed at the lack of housekeeping. For example, there was small trash scattered about the place, such as clothing price tags, a mess of half-used matchbooks and fire-starter atop the mantel, the tiling in the bathroom had clearly not been washed since the last guest, but worst of all – there was a pair of DIRTY MENS UNDERWEAR left on the floor next to our bed! This was completely unacceptable and inexcusable.
Wintergarden Spa: The facilities at Wintergarden Spa were sadly disappointing. The staff was not friendly and did not behave like professional, experienced spa staff. No one offered to take our winter coats. The locker rooms were not luxurious in the least bit. The lockers themselves were too small. The footwear was unpleasant clunky plastic rather than soft slippers. The robes and towels were coarse and uncomfortable rather than soft and comfortable. The Spa could not even offer soft toilet paper or tissues in the women’s room – opting instead for rough, low-budget paper products. The women’s steam room smelled horrendously foul. The men’s steam room was completely out of order. The women’s shower lacked housekeeping entirely; for example, a used razor, plastic wrapping and even a toothbrush were strewn about all three showers (I checked each one, hoping the next would be better). The Spa Lounge area was a nice concept; however, it was raucous Gymboree rather than a relaxing lounge area. The massage itself was pleasant; however, I paid $249 total for our Couples Massage, and we do not believe that the Spa deserved even a fraction of that amount.
Black Rock Market: The grocery/market was not up to the caliber it should have been for a supposed top resort. The deli served poor-quality meat and cheese cold cuts. On Dec. 30th, it was sold out of dairy products and did not restock until 10 am on Dec. 31st.
911 Call: Upon returning to our condominium at 8:45 pm on Dec. 30th, we noted a strong smoke smell. We attributed it to a neighboring condo having a fire in the fireplace. The smoke smell continued to grow to the point that we open the sliding glass door and even front door to ventilate; however, it was very cold. We were getting headaches. We contact the Resort Operator to inform him of our problem. Instead of asking if we were alright or suggesting a maintenance person come to our unit, he barked at me, would not calmly discuss the situation or circumstances to get more information, and patched through a 911. So, at 10:30 pm on Dec. 30th, a fire engine arrived at our unit. The fireman immediately noted the smell and was able to determine that resort housekeeping had not closed the flue in our fireplace, so the neighbor's smoke was coming right into our living room. Did Wintergreen Resort follow up with us that evening or even the following day? No. We contact the Resort ourselves to let them know the situation.
Fitness and Aquatic Center: The exercise facility was too small for the number of guests, several machines were out of order, and the quality of machines was very poor because they were so old. Finally, the whirlpools were unavailable; there were three or four outdoor whirlpools; however, only one was working. At a peak holiday time and a premium key resort amenity, only one 6-8 person hot tub functioning is unacceptable. The one functioning whirlpool was continuously occupied with 6 or more unaccompanied underage (i.e., preteen or possibly younger) rambunctious children. My husband and I patiently waited for staff to ask the children to exit the whirlpool or to wait for use; we never had an opportunity to use the whirlpool.
Although we did enjoy a lovely dinner at Devils Grill on Dec. 31st, that was the only quality service provided to us at Wintergreen. All in all, our experience at Wintergreen Resort fell far below “sumptuous luxury” as advertised on Wintergreen website and promotional materials. The amount of money charged and that we spent for accommodations, spa, and dining throughout our stay was not comparable to the quality of resort amenities or services offered at Wintergreen Resort. We will not return to Wintergreen Resort, and we certainly will not recommend or refer the resort in the future.
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