I apologise to Josette for the delay in leaving this review.
We decided that as we had both reached our 40th birthdays we would embark upon a 12 holidays in 12 months. Our trip to Wequassett in October 2012 was the last 3 days of our 2 weeks touring the east cost of America from DC, through New York and Boston.
Our agents in the UK had hyped up Wequassett so much that we had such high hopes for a fantastic end to our 12 months visiting some of the worlds most beautiful cities and hotels.
We arrived early afternoon and enjoyed a wonderful late lunch overlooking the bay in glorious sunshine. This was followed by a walk upon the deserted beach and jetty offering us some spectacular photo opportunities. We decided to eat in Thoreau's and it has an energetic and busy vibe when we arrived. It was very busy and there were a few couples waiting for tables so we ordered a bottle of wine and enjoyed this at the bar. It was not long until we were seated and started to enjoy the excellent fare. Unfortunately, there was a crowd of middle aged men (perhaps on a conference or golfing break) who were shouting and swearing and causing a lot of commotion for the staff to try and deal with. Duty managers were called but the volume and language continued until the pool bar was opened for them to have their own area to be loud in. We put this down to a one off and retired for the night.
We had booked the ferry from Falmouth to go to Martha's Vineyard for the next day, so we were out most of the day and decided we really could not be bothered to jump in the car and find somewhere to eat, so gave Thoreau's a second try. Oh dear, different crowd, same issue - too much to drink and they start to shout and swear. We can't hold the hotel responsible for the guests, but it could have been dealt with swiftly and efficiently for the other guests to enjoy their surroundings.
Again we retired to the room but as we were both upset by this plus a few other issues I won't go into, I chose to write down our concerns and drop these off at reception that evening.
We woke to a flashing light on the phone and a request to meet Josette Willis, the Director of Quality Assurance. Josette was well aware of the issues in Thoreau's and wanted to do everything in her power to resolve our concerns. I often judge the true quality of service as, how an organisation deals with matters when they haven't quite gone to plan. In this instance Josette wanted us to be able to leave Wequassett with the most wonderful memories.
Josette offered for us to be moved to one of the signature water view suites for our final night as well as laying on some extra special touches when we dined in Twenty Eight Atlantic. Josette arranged for James Hackney the Chef to come out and talk us through the food. Josette also laid on some very special touches as well as getting a call from the Director of Operations to apologise and say that all the staff wanted to ensure we had a wonderful stay at the resort.
By listening to our concerns and doing something about it, our impressions went from disappointment to complete amazement. Our issues had been acknowledged and the whole team wanted us to leave with happy memories.
Thank you to all the staff at Wequassett for helping to make our last few days of our year of holidays to celebrate our 40th Birthdays a wonderful and memorable experience.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.