My first time staying at this hotel and spa in Sonoma. Gorgeous property and very peaceful. We stayed in a one-bedroom suite (we splurged!) and it was amazing. Large/spacious, clean, bed was super comfortable, and the jacuzzi/jet tub was awesome! Room service was top notch and the food was excellent (you know how sometimes room service food is not the right temperature by the time it gets to you, etc. -- this place had none of those problems). Paying upwards of $650/night for the one-bedroom suite, the reasons it's not a 5 - (1) Very disappointing spa experience for my friend who got a gentleman's signature pedicure (or whatever the highest level service one is) that was supposed to last 60 minutes. Not only did it last maybe only 45 minutes, but of those 45 minutes, the woman put the parafin wax on his feet and then proceeded to walk away for a good 15 minutes - just leaving him sitting there - totally unacceptable and totally not in accordance with high-end spas for which you are paying that much for the service - no attention to detail (wax was left on his feet), no attention to good customer service, etc... having had a lot of pedicures in my lifetime, I was shocked at the poor level of service. We reported it privately to the manager and were very nice about it and told the manager that perhaps the woman was having a bad day. The spa did comp the service for him, but the point was that the beginning of what was supposed to be a relaxing spa day, just sort of ruined the whole day for him because he felt bad about having to raise the concern even knowing that he needed to, and then stressed out about whether he'd have to run into her at all that day. Very disappointing service from that specialist (Maria). Want good spa/salon service at the Willow Stream spa? Looking for a good person to do your manicure or pedicure? Ask for Rudolpho - he was AWESOME; (2) the morning we were checking out, I could not for the life of me get the front desk to answer the phone - first guy picked up at around 8am and asked me if he could put me on hold, I said ok - after about 15 minutes on hold (I think he forgot about me), I hung up and called back -- finally at about 845am I called whatever extension I could get a live person (I think the operator), and they helped me with the matter I had a question on (again, not expected level of service for a resort/spa of that caliber); and (3) Supposedly cheaper and "lower level" hotels I have stayed in, provide expedited check out/customer service by slipping a copy of the final bill under the door (which could have been done/there was space) - when I called to ask for one, I was told I'd have to go to the front desk to get it (I found that kind of odd - because then that's not really express check out is it?).
Finally - and this may be just paranoia, but I am suspicious that we had such great customer service from all areas when we first arrived, and it was only after we raised a concern/complaint about Maria in the spa, that suddenly it seemed that the level of service went drastically downward. It was also after our wine tasting day - where we were given some great suggestions by the concierge and also some coupons/discounts for tastings, etc... we bought wine at the one place we really enjoyed the wines at and even took the $25/person tour that was suggested - but the other 3 wineries we visited and tasted at, had no wines that we loved enough to buy ... I have a feeling that there is some deal or connection with the concierge folks and the wineries that they will let them know if someone redeems the coupon and/or if they buy wine ... Part of me wonders if the reason for the rapid decline in service on that second full day, was about the lack of purchase at some of those wineries.
In anycase, great place but don't complain, and if you get coupons for the wineries, buy wine - otherwise expect your service to head downward rapidly.
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- Also Known As:
- Fairmont Sonoma Mission Inn And Spa
- Fairmont Sonoma Mission Hotel Sonoma
- Sonoma Mission Inn
- Fairmont Inn Mission Sonoma Spa
- Sonoma Fairmont