This email was sent in Feb. I have not had a response, so judge for yourself
Just letting you know how disappointed I was with our stay on Valentines night 2009 at the Whitestone Lake Resort. From the time we arrived on Saturday, until we left on Sunday, it seemed like we were imposing on you and your staff and not actually guests in your resort. I have detailed below the problems we encountered
. first and foremost when I booked this stayed I was very upfront that we had a member in our group with a dietary concern and I asked if you could accommodate this. You said you could, just to contact you about a week before we came, to make arrangements . I was very appalled to find out that when she contacted you, you could only advise that there would be something on the buffet that she could eat, and that you could not provide a special meal because it was your Valentines night buffet.
. second I don't think anyone that comes up to your bar for a glass of ice-water, should be told that the bar is closing and why doesn't she get a glass of water from the tap in her room. This is just not acceptable.
. third, when I found out that Valentines night was a buffet, I inquired if there was still a menu or just the buffet. Knowing we were supposed to arrive by snowmobile I was worried if we arrived late. You told me not to worry that serving was from 4:30 - 8:30. What you failed to mention was that by 8:00 pm, the time we were seated from our 7:30 reservation, over 1/2 of the dishes would be gone and we would have to make do with what was left. And our special diet person talked to your chef carving the roast beef, and he advised that the only thing she could safely eat was roast beef and mashed potatoes......not much of a choice.
. fourth when we arrived at approximately 3:30 we asked if the restaurant was still open so we could get some snacky food to tide us over till dinner. You said we could and we went upstairs to un-pack. When we came down between 4:15 and 4:30 and tried to get some food, the bartender seemed accommodating at first and then became quite belligerent after she came back from trying to place the order, stating that we could not get any food and that the owner had told us to come down right away if we need some food. I asked every member in our party if they heard you say this and none did. Luckily we had stopped at the corner store to pick up some chips and snacks on our way.
and finally some nit picky stuff
. you really need to update your website, if you offer a no snow policy or a cancellation policy on your website then you can't change the rules just because it's Valentines day and you are busy and have to turn people away. At a minimum if you are going to have different policies then please post them on the web or inform people when they make their booking, so that they can make an informed choice
. lastly I have booked rooms numerous, no hundreds of times and confirmed the stay with my credit card. You are the first to place a charge against my card at the time of booking, which was by the way 2 months in advance
and just so you know there was 1 bright spot
. the girls enjoyed their spa treatments with Nina
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.