- 7 years ago
- Wedding: September 2010
We had an awesome wedding night but a pretty terrible end to the evening, due in part to Turf Valley! It started with stinkbugs, which are admittedly an issue in the area right now (but still shouldn’t be a huge issue at a “luxury” resort) and ended with us checking out and going home at 2 a.m. I would never recommend staying at Turf Valley and just want to advise anyone who is thinking about staying there about what we experiences.
See below for my letter of complaint to the resort for more information . . .
I made a reservation to stay overnight at Turf Valley on my wedding day. At the end of the night, we were so frustrated with the lack of respect and service provided to us by your staff, that we opted to go home rather than stay in your hotel. It was an extremely disappointing end to our special night, and I hold Turf Valley and its staff entirely responsible for that.
My husband arrived in the afternoon and was given a very difficult time by the staff about checking in because the reservation had been under my name and not his. After going back and forth with the staff and informing them that it was our wedding day and he had arrived to get ready, the front desk staff begrudgingly allowed him to get a key for our room.
Upon arriving in the room, my husband and his groomsmen noticed an inordinate amount of stinkbugs. Because of the time crunch the men had to get ready, they got dressed and chose not to complain at the time. However, later in the evening, we called the hotel, explained the stinkbug situation and asked whether we could be moved to a different room, one where we wouldn’t have to worry about sleeping in a room filled with bugs. The staff member who fielded our call essentially dismissed our complaint and simply stated that stinkbugs were a problem in our area with no additional explanation or move to honor our request. Again, we had to forcefully ask to have our room switched before she reluctantly agreed to switch our room and shift our items to the new one.
We arrived at Turf Valley after our reception and were excited to head up to our room and relax. We re-checked in and explained to woman at the front desk our conversation earlier in the evening. She told us that our items should have been moved to the room and gave us the key. When we arrived in the new room, we saw that our belongings were not there. Our bags had never been moved. At this point, we were exceedingly frustrated with the apathetic attitude we had been treated with that we decided it would be in our best interest to go home. I called down to the front desk, informed the woman of our frustration and told her that we were opting to check-out. We then proceeded back down to the lobby and were informed that we had to wait for security to arrive at the front desk before he would go up to the room and bring us our bags. Due to the incompetency of your staff thus far, we asked for a key to the original room so we could retrieve our belongings ourselves. When we left the key at the front desk as we were leaving, the staff member barely looked up from her computer. We were never given an apology, explanation or even an acknowledgement of the lack of quality service given to us.
Considering that Turf Valley touts itself as being a luxury resort in our area, we expected to be treated with respect and to have a nice experience. However, we realized that the service ended once we handed over our credit card to pay for our room. We were clearly not looked at as though we were guests to the staff at Turf Valley, we were simply profit. We paid $182.00 to be dismissed at every request, to be treated as though we were a burden and to drive home at 2:00 a.m. on our wedding night.
We will not only never stay at Turf Valley again, but we will be sure to discourage any of our friends and family members from staying at the hotel. No one deserves to be treated in the manner that we were treated, especially not when they are celebrating a special occasion.
Clearly, nothing can be done to take back our wedding night. However, I do hold Turf Valley and its staff responsible for the negative ending we had and the fact that we were not able to simply go, rest and enjoy our first night as husband and wife.