We checked out this resort in May for our friend's Terri Tweedle's upcoming wedding in September. Had a fabulous time in May, mediocre time in September and slightly disappointed. But of course I'm only talking as a guest not the bride so please keep this in mind when choosing Hidden Valley for your special day. It truly is a beautiful place for a wedding.
I know personally that they have changed chefs and that is reflected in some of their dishes. As always the atmosphere in the Birches Restaurant was very beautiful, relaxed and picturesque with very personal service however we were let down this time. We didn't have our past servers over the weekend but on Thursday our group was blessed to have Candace. She was very attentive, listened to the requests of her table and was very sociable. However the other tables that didn't have Candace didn't have the same warm welcoming hospitality. We
were a very large pre wedding day group that comprised of the wedding party, their spouses, family and guests. So based on the numbers that were checking in I thought management would have staffed the restaurant accordingly. However they didn't and we certainly heard about it from their server Chris. Chris unfortunately complained to the MC of the wedding that "for a group this large we should have made reservations". Chris continued to display his frustrations by telling guests that it was past 9:00 pm and actually removed plates that had food on them away because it was 9:00 pm. So not impressed with his service or professionalism. With that said, if you plan on getting married at HVR I suggest that you request Melissa and ensure that the restaurant is prepared for your arrival. I truly think this should have been managements job but if you don't want to be disappointed then I suggest that you take control of that situation. Melissa is very knowledgeable and very, very patient and open to suggestions. The wedding bartender Scott and his lovely wife Peggy (reception coordinator exceptionaire) was super nice and accommodating.
So kudos again to the amazing manager John for his super funny and personal customer service, need for improvement is the hospitality suite (Rm 323). We were in and out of that room from 9:00 am- 3:00 pm on Friday and not once did any hotel staff offer to clean the room or offer hospitality items like water, tea or coffee. Housekeeping staff were around most of the day and saw us coming and going through out the day and even offered to help us open the door when the keys failed. I appreciate that it is not their job to supply the hospitality suite with "hospitality" but perhaps with better communication between their team and management, "hospitality" could have been provided to this suite. Again kudos to Mark from
Birches for the amazing made to order breakfast, was perfect, especially liked that they accommodated my gluten free diet.
Overall review, if you want the best in service for an over night visit, then go in off seasons and always ask for room is in the 210 or higher if you want hot water and water pressure.
Room 2010 or farther for hot water, water side the best on the 3rd floor.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for your review of our resort on TripAdvisor. We are glad that you enjoyed your time here attending your friend's wedding and the lovely comments on the service you received by the majority of our staff except for one individual. I apologize for the service you received from this person and I have shared your comments with him. We hope you will return to Hidden Valley Resort and thank you for your business.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.