My husband and I went to Fortune Bay from June 27th through the 29th. When I called to make the reservation Leigh was awesome! She was kind, helpful and eager to help as we were just married April 19th and really just wanted our first weekend away as a married couple. We had the King fire place suit room 512 just beautiful! I had read that the staff was very well with customers however that was not our experience. My husband and I arrived around 5:30pm and there was no wait to check in but they have a rope that forms a line and we went through that since it was there. James checked us in but was very rude about making us feel like idiots that we went through the line since there was no wait. We did not no he was ready to help us and though it would be rude if we just approached as he was on the computer. He was short with us and gave us our key and that was it. he did not expalin where our room was our how to get there. We then thought we would have a nice steak dinner at Sunsets Steakhouse. We walked up to the sign that said please wait to be seated. We were treated poorly asking if we had reservations. We did not and had no clue we needed them. It was very quiet in there 2 open booths by the bar and many high top tables empty. He seemed over whelmed with thefew customers in there so we left. We did go back the next night but called first. We had told the bartender that maybe the front desk should inform it's guest that they need resevations or at least put it on a sign out in front. He was much friendlyer Saturday and did agree with us. The food there was very good! We had never had a Tim hortons coffee or pastry so we thought we would buy some. We walked in around 10am on Saturday morning and there were 2 staff members working the skinny lady with the dark hair was leaning over the counter discussing hours with 2 other employees and Brittany was also discussing hours. No one greeted us or asked if they may help us. I made sure to tell Brittany a word of advice that when you have a paying customer in front of you help them, greet them smile at them. (Customer Service was so poor at this resort it is so sad. The resort itself is lovely. I have worked with some of the best customers service trainers around the country and your staff needs training. It's such a simple thing to smile and greet people to say hello. The old saying is treat people how you want to be treated is false. Treat people how they want to be treated is the way to be sucessful. We did have a lovely stay and will be back due to the few people like Leigh that really add value. Business meetings about work shifts when customers are present is very rude and I beleive that the staff doesn't even get it nor care. We felt very unvalued and Management should take note. Perhaps even doing shops on certain areas to see how the staff is doing may help. I hope that our next visit we will see a change in how the areas that I brought up will be improved on.
We really enjoyed our stay as the room value was great and we loved it out on the lake!
- Official Description (provided by the hotel):
- Whether you enjoy gaming in our exciting casino, relaxing by our pool, fishing on beautiful Lake Vermilion, dining at one of our fine establishments, or playing our championship golf course "The Wilderness." Fortune Bay Resort Casino offers a little something for everyone. ... more less
- Also Known As:
- Fortune Bay Hotel Tower
- Fortune Bay Resort