All they had was a room for Friday night, so I call and ask "If we stay Friday night, can we use the resort all day on Saturday?" "Absolutely!" "Do I need to book through you, or can I book online?" "Either is fine!"
I book online.
The room is beautiful, the security guy who lets us in is very sweet, the bed is downright heavenly... I remember actually saying, "We will be back here." Breakfast was nice and simple (pastries were sort of Safeway quality, but the fresh OJ and eggs were good) and the chef/waiter was lovely.
We pack up and head to the resort for a day of exercise and pooling. The young kids say we can't go in because we had checked out. I explain and they promptly try to find a manager. They were just doing their jobs and I totally understood.
Then the "Banquet Manager" shows up and things go south. Fast.
I explain and he cops attitude. I start getting upset and he says, "If you called the Ritz, they would say the same." Um, huh? The short story is the resort charges $50 a person, a day for entry. I had just spent over $300 for a night in their Bed and Breakfast and wanted to be a repeat customer. Was it worth $100 to the resort to ruin this potential relationship and inherent marketing? I was ready to leave a glowing review...
Then the "Banquet Manager" got even cockier.
I am a very calm and friendly person. I actually love people. Therefore having my blood pressure raised so dramatically for the most ridiculous reason is extremely frustrating. I work in customer service as an advertising exec and rule number one is to treat your client as you would your friend. Build good relationships, build your business. I had to demand the "Banquet Manager" go talk to another supervisor. All of this for $100. How much is marketing worth? These days of Yelp and Twitter, etc. all businesses need to be wary of whom they put in front of their customers. Not the kids at the counters, as there is an understanding that they are young and learning, but the management is a different story.
The "Banquet Manager" came back and begrudgingly apologized that the woman I spoke to had remembered the conversation and he was sorry he took my time. Not sorry he was a jerk, mind you. Just that my 15 minutes was wasted on his need to exercise what little power he possesses in this world.
So, I was furious and could not calm back down for a good hour. All for what? $100?
I truly hope the "Banquet Manager" takes some management classes to learn how to treat potential repeat customers. This experience was unacceptable, ESPECIALLY in a place that claims "exceptional service".
- Official Description (provided by the hotel):
- Treat yourself-or your guests and clients to a retreat at The Villas at Arden Hills, a World-Class bed and breakfast inn. The opulent decor is reminiscent of southern Italy or the Provencal region of France with its sweeping iron marble staircase, wood beam ceilings, stone fireplaces, lavish bathtubs and richly designed rooms. Guest are treated to a gourmet breakfast and traditional Afternoon Tea. With full access to Arden Hills' restaurants, swimming pools, tennis courts, fitness pavilion and wellness seminars, you can stay in luxury as you enjoy the many pleasures of Sacramento'€™s premier wellness resort. ... more less