We spent Valentine's Day weekend at Bonnie Castle for a weekend hockey tournament and could not have been more disgusted. It began when we checked in around 3pm and found the room we booked to wreak of smoke. It smelled like someone had been chain smoking in there for months, which turned out to have been the case. We let the room air out with open doors for 6 hours while we went to watch some of the hockey games. Then the fun really began.
We went in to turn all the lights on and check out the room, and when we got to the bathroom, we found the light fixtures had hundreds of dead bugs in them as pictured with this review. I told my girlfriend to stay out of there not wanting to ruin her weekend, and went down to the front desk to get the problem handled. When I got there another couple was in front of us with a ceiling that was leaking and they were given when I was told was the last available alternate room. I was then told the woman at the front desk would get on the phone with the manager and figure out a solution.
An hour later nothing had happened so I took pictures and went down to show them this wasn't a small issue. The woman came up and took pictures herself for the manager, but told us that there was no maintenance staff on call as they went home at 10pm, and that the manager wouldn't be coming back so there was nothing they could do until morning. We ended up simply closing off that room and staying with her parents in another room until morning.
Morning arrived and we waited for management, who never showed up. I went to the desk again and was told once again maintenance was coming. Someone did finally show up and he was as shocked as we were. When he disassembled the lights hundreds of dead honeybees fell into pieces all over the bathroom. We left him to finish and left for 3 hours to go watch another hockey game.
When we got back, we couldn't believe they had simply left the mess in the bathroom. Nobody from housekeeping had come to clean up the debris and pieces of bugs all over the bathtub, shower, and floor. I ended up having to go down to the desk once again, and they seemed shocked we wanted someone to clean the mess. It was now nearly 1pm, and it had taken 16 hours from the time we made them aware of the issue to finally get it resolved.
The manager finally called to apologize for the issue and seemed shocked I was upset and not pleasant with her after she neglected her job. I told her in no uncertain terms that she should have been there last night dealing with the issue when she was called, not waiting until morning. She thought "it was just a couple flies in a light fixture", but when a customer comes to you repeatedly to tell you it's a larger issue, You don't disregard that. The mere fact that there is no one available from maintenance from 10pm till 8am and only 1 staff member for an entire resort on a holiday weekend just shows complete disregard for their customers. We won't be back and we hope for your sake you stay away as well. Absolutely disgusting hotel with even worse staff and service.
- Official Description (provided by the hotel):
- Located on the shores of the St. Lawrence River in Alexandria Bay, New York, Bonnie Castle Resort is your gateway to the breathtaking beauty of the Thousand Islands.A world of beauty, history, and relaxation awaits you at Bonnie Castle Resort. Enjoy fine dining in our Manor House Restaurant, grab a sandwich on the dock at The Pointe Bar and Grill, relax by the pool, or simply sip a cocktail on our expansive decks overlooking Boldt Castle on Heart Island. Visiting by boat? Take advantage of our full-service marina.Whether you’re looking for a fun family getaway or a perfect spot to host your wedding or other event, Bonnie Castle Resort and the Thousand Islands region offer something for everyone. We look forward to making your stay as enjoyable and relaxing as possible.Please note that Bonnie Castle Resort is under new ownership and management as of May 2012. Come visit and see what’s new as we update this property in a manner deserving of its rich history. ... more less
- Also Known As:
- Bonnie Castle Hotel Alexandria Bay
- Bonnie Castle Alexandria Bay