When I booked my stay at the Biltmore, my expectations were high as the hotel and reputation allows for. The first impression was a bad one. Although I paid a supplement to have a room with view on the golf green, I got one with view on the back garbage of the kitchen, plus 2 big aircos so noisy that I couldn't sleep. In such an hotel, you couldn't even imagine that such rooms do exist. But... the reception desk did the best to move me in another room so that I got another one the second day. Here the feeling was very different with a nice room and view on both the golf and the swimming pool.
My second and biggest disappointment came from the swimming pool. The biggest in Florida for sure, but the smallest area for transats and the worst service ever. A 3.00 PM, no transats and no towels anymore. Fresh towels did arrive at 5.00 PM. In the meantime, a real chaos of transats and durty towels everywhere. The following day, being at the swimming pool at 8.30PM, no towels yet. I -and many other people- had to wait 30 minutes before the first towels were available.
I have seen several other reviews pointing out the same issues, with a comment from the GM telling that it was a busy week-end. So what ? Never heard about planning and anticipation, Sir? This is the basis of good management. I have been in many bigger hotels in my life, and never saw such a disorganized and badly managed swimming pool.
Now, this is a real pity as the Biltmore is a nice hotel with unbelievable architecture and history, and superb service (top rating for the outstanding reception, concierge and valet service). But small details make big differences, high time to seriously re-think the organization and staff of the swimming pool to move from good to great.