I would love to say really really good things about this place because it has real potential; but it did fall short. The saving grace was my husband had a GREAT time golfing.
My room smelled like smoke when I arrived. They kindly and quickly changed my room-no harm, no foul. I needed them to remove the down bedding-they addressed this quickly. It all fell down with the spa experience. The changing room was really nice and stocked with nice amenities. The massage was average-not great, not the worst. The plus was they had eucalyptus oil to help with my congestion. The staff in the quiet room was friendly. However, there were old cups scattered about-the room should be monitored regularly for cleanliness. They used plastic cups which was surprising considering how upscale the spa appeared to be-use glass. Better for the environment and more economical. And they had a fireplace but it was "broken"?!? The room was chilly and the fireplace would have really added to the ambiance. The final kick was with the bill-outrageous considering a 50 minutes couples massage was included in my package. I should have been paying only for an upgrade to 75 minutes and a gratuity. The tag was so high I lost my post massage glow. Fast forward to the next day-when I checked out, I found out my bill had not been credited correctly. My friends who joined me experienced the same problem--between our two rooms we were charged over $1200 for 2-75 minute couples massages. It took 30 minutes on site and a phone call to rectify the mess.
We next went to On the Potomac for dinner. Raun the bartender greeted us warmly and helped us all choose a wine for the evening. Then the wheels fell off the bus. The restaurant was not busy. The waiter took his time greeting us. It took 20 minutes for him to take our drink order. 30 minutes for bread. 45 minutes for appetizers and over an hour for our main course. This was enough time for the guests to leave from the table behind us, it was reset, another group came, and surprise, their food came practically the same time as ours. We ordered lobster tails and were informed they were out, and we'd received lobster claws instead. We weren't served that, we were given what looked to be a half a lobster tail a piece. We informed the manager of the slowness and of the lobster, he offers to give us the "tails" for free. But the slowness continued, the food was cold, and then we were charged for food we never received. At that point my husband was livid. He pulled aside the manager again and he took care of the bill for us. We were so disgusted we turned down the free dessert offer and went to our room. It was so late in the evening at that point we couldn't even do anything else.
The next day I went to the clubhouse and order a martini and truffle fries. The fries never came. I'd understand if the place were busy, but it wasn't. There were only four of us sitting there at the bar. Come on, really?!?
So when you put all those things together you see why it was just okay. The golfing was great. I really enjoyed the buffet breakfast. Like I said, Raun gave impeccable service. And Kristen at the front desk did a great job cleaning up the spa's mess with the bill. But it was an anniversary present that my girlfriend and I were giving to our husbands and it just turned out to be real hassle. Too bad really, this place has a lot of potential.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
April 19, 2013
Report response as inappropriate
Thank you for staying with us and I appreciate your comments with regards to your stay with us. We hope our guests enjoy every aspect of their stay, so we are truly disappointed to read that you felt your stay could have been improved upon. It is also disheartening to learn that you felt the service you received was amiss during any moment of your time with us, we are truly sorry if you experienced anything less than our best. We will be certain to share your comments with all members of our team in order to explore areas of our guest experience that may be improved upon. Our goal in fact is to make you feel welcomed and everything to be working properly. We have addressed the issue you experienced in On The Potomac and Crooked Billet with our Director of Food and Beverage. Thank you again for writing and we sincerely hope that you allow us another opportunity to demonstrate our true level of hospitality and service.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.