We arrived at the resort at 10:00PM on Friday night and we planned to stay for the weekend. The woman who greeted us was very friendly and assured us that we would love the area, since this was our first time visiting the dells area. She further stated that she would be leaving soon, however, someone would be taking her place that we could speak to, if we had questions.
About three hours later, my boyfriend and I, take the dog outside for a walk and to play in the snow. We exited our room through the backdoor and somehow, the wood prop fell and we were locked out of the room.Long story short, we go upstairs in the lobby area, only to find that it is completely locked and boarded up. We search for the security guard and after about 10 minutes realize that he must have left too. We see on the door, there are a couple numbers to call in case of an emergency. The first number, no answer. The second number, was to the security company and they told us that a security guard would come open the room door for us. We sit on the damp carpet in front of our room, which is located next to a side entrance to the building (not safe at all with the door being unlocked and no staff or security on-site) and wait, wait, wait and 40 minutes later there is a security guard.
I did not feel safe the whole night, mainly because I knew the front desk would once again be unattended, and who knows what could happen. I woke up at 8:00AM, eager to go speak with someone at the front desk. The woman was preoccupied in trying to defend the security guard (saying he must have been there the whole time) and the establishment and did not show any consideration towards me. I cancelled my reservation for saturday night and stated that in all fairness, there should be a discount for Friday night (10 hours we stayed) because of all the inconvenience and the overall terrible experience. She did not discount the night and even had the audacity to say that we should have had a key on us to prevent that from happening. Our conversation ended with the woman saying "well this has worked for us for years" referring to not having the front desk staffed at night or security personnel on site. I commented that customers expect for a resort to have front desk staff and security- its not a camp site, its a resort. The woman said verbatim "well everyone knows that we are like this here" and my next comment " well if they don't, I promise that they will now, after my review".
I am so glad that we left because if we didn't, that would have been the worst birthday weekend for me. It was absolutely awful there, and unless you want to be treated terrible, then please don't waste your time or your money on this place. More importantly, this place is not safe at all, secluded area, no security guards, minimal cell phone reception and multiple open acess points to the building- talk about a recipe for disaster.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 15, 2013
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I am very sorry that you had a bad experience at our hotel. It is true that we do not have a 24 hour desk. Many smaller resort properties do this. We do have a security team that we use. Most of the time, they are on site after our desk closes. It was a very slow weekend when you stayed, so on weekends like that, we share an officer with another hotel in our area. This system works well for us and we have not had any problems.
When you called the first number, I did answer your call. I immediately called our security company. I then called you back to tell you they were on their way. They were on site in 6 minutes.
I can imagine that at a stressful time, 6 minutes may seem like 40, but it was documented that it only took them 6 minutes to arrive since they were just down the road.
Again, I sincerely apologize.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.