I typically like to begin reviews with the positives, but unfortunately our incredibly negative check-in experience here ended up tainting our entire stay. I had booked a trip for father's day with a package through a third party site that was supposed to include multiple amenities, including an upgrade if available. Upon arrival, I was pretty disappointed to find that the cottage we had booked was much smaller and more rustic than is shown on the website, especially for such a high price point. I realized that we had not received an upgrade so we went back over to the front desk to ask about it, but were immediately met with a strangely defensive and unfriendly attitude. We were first told they weren't seeing an upgrade as part of the package, despite the fact that the food and beverage credit had been recognized, so seemed odd that only some of the amenities wouldn't be appearing. I pulled up the booking in order to show them everything included in the package, and the female working there then started repeatedly and loudly saying that upgrades are subject to availability. I explained I understood that, but they hadn't actually checked to see if there was an upgrade available for us. I also had already looked and seen there were cottages available for the upgrade. It then moved to her saying that there was an upgrade available but they would have to confirm with their manager first that we actually had that included in our package. We ultimately had to contact the third party booking site, who reached out to the hotel and confirmed the amenities and was able to secure the upgrade (which we then had to follow up on again ourselves after dinner). We requested to speak to a manager about the experience, but when we did, we received less of an apology and more of a defense of the concierge and even a suggestion that we were the issue, which was incredibly disappointing. Asking a hotel to recognize and provide an included amenity if readily available, which the upgrade in fact was, is not being difficult, and should never have been met with that level of attitude. For what is supposed to be a high end, and very expensive, resort, we were expecting excellent and friendly service, and the whole situation felt really unnecessary and frustrating. The Earth restaurant, spa, and adult pool were really the highlights of the stay. Everyone we interacted with there was friendly and attentive, the food was always tasty and the dinner in particular was excellent, and we enjoyed our spa treatments. However, it almost felt as if those were separate businesses independently run from the resort, and that is why they were so positive. We never saw staff around the main lodge or cottages unless we walked into the concierge; the one night we tried to go to the Back Porch Bar for a drink, there was no one working so we ended up leaving and going back to Earth. We had also expected a much wider selection of activities based on the website, but it seemed as though most of those listed are just activities available outside the resort in Kennebunkport you book and pay for yourself. The one morning we tried to go to yoga, it was cancelled for rain, which the instructor said had happened several times in the past week. It seems a little silly that one of the few provided activities would be unavailable so frequently, and that the hotel wouldn't have found a way to move it inside when that occurred, such as into the event barn. The cottage we were finally upgraded to was nice, and certainly an improvement over the first one, but really didn't rise to the level of its high cost, especially with the other things lacking at the hotel. The bungalows and tree houses looked like they might be newer and much higher quality, but we had booked the cottage for the extra space, and were disappointed that it would not meet that level. It’s possible that if you were staying in one of newer rooms, and without the check-in experience we had, it could still be a really lovely stay, but that was just not our experience. Based on our time there, I would recommend staying elsewhere and just coming to the property to enjoy the restaurant and spa.…
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.