We planned an overnight stay at Kingsmill including a half day at the spa for four. The Accommodations--Although the two bedroom suite was clean and nice, we were told that breakfast was included. Unfortunately, after we had already received our food, we were told it was not. The employee that gave us the information happened to be there that morning. We spoke with her and the manager concerning the confusion. Although the employee admitted telling us that breakfast was included, she said she was incorrect in telling us that. The manager would not comp the breakfast which I thought was poor business sense, considering the employee even admitted she conveyed the information. The Spa--At the time, Kingsmill was running a special, for every $50 coupon purchased, the cost was only $35. There were coupons for the spa, accommodations and golf. They ran out of the spa coupons, and the employee that we spoke with stated that it did not matter what the coupon was actually for, they could be used for any service or retail purchase. (Yes, same person that misinformed us about the breakfast) When we paid for the 1/2 day spa day for four, we were told that we could only use the coupons that stated "Spa". The spa manager was called and after we explained what we were told, she reluctantly said they would do it this one time. After that embarrassment at the desk in front of other patrons, the spa was only ok. The bathrooms are outdated. There was trash on the floor of the bathroom. I witnessed two employees on separate occasions using the facility and did not even pick it up. In addition, the individual that performed my manicure clearly just came in from having a smoke outside. On a positive note, the facial and massage I received was great. No complaints.
Overall, extremely disappointed in Kingsmill. Even with the current special, the cost was high in relation to the services received. I have been to Kingsmill many times for PGA and LPGA golf tournaments. I do not think that the Spa lives up to Kingsmills' reputation.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 16, 2013
Dear Andrea T,
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Our sincerest apologies for your experience during this stay Kingsmill. Regarding breakfast being included in your reservations; generally at the time of booking it would be confirmed if you were on a package with breakfast, followed by a confirmation email stating if your reservation included breakfast. We do have packages available that include breakfast.
I was also able to review your feedback with the Spa Manager and I saw that she was able to honor the save 30 coupon but I do understand your frustration, especially when you were given the incorrect information in the beginning, then left to sort it out at the end. We also acknowledged and addressed the issue with your manicurist, which should have never happened. We thank you for your kind comments about the service you received with your facial and massage, as well as your comments about the cleanliness of your suite. I will be sure to pass that on to our Housekeeping team, they will greatly appreciate it.
We are currently making improvements to the locker room facility that is scheduled to be competed at the end of March. I am sorry that this stay did not live up to your expectations, as you know this is not the typical experience for our guest and I thank you for your feedback. As a return guest, your feedback is extremely important to us, because with out it, we cannot continue to improve our services. Please feel free to contact me if you wish to discuss this any further.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.