So I never write reviews. And, I want to preface by noting that my stay was early August 2023 and there had been a month of off and on severe flooding in the area. I’m sure that impacted things, especially mood. And, no, I don’t think this is Twin Farms, but this is a town with a lot of tourism and this is theoretically the nicest hotel in the area. The service was consistently comically bad. - I tried to call to make spa appointments numerous times prior to stay. Called during the day when spa was open. No one ever picked up the phone. The message says they’ll respond within 24 hours. Called front desk thinking with a confirmed reservation they might be able to make an appointment for me. No, they told me to call back later. Eventually I was able to get the wildly clunky website to book my appt. It was confirmed by email immediately after. Not a peep from them on checking in or before appt to confirm. - First morning I wanted to order room service breakfast. Called in room dining 3 times and every time got kicked into general hotel voice mail. Called front desk and asked where I would even find the menu. On the TV. After the couple minutes it took to boot up and find guest services etc., no, no breakfast menu. She went to get one and called me back and I placed my order with her. - Forgot a toothbrush, was told I could come down to grab one. For the price of this hotel, bring me a toothbrush. - Had reservations at their very fancy, very pricey off site restaurant. Asked earlier in the day, how to get there. Take the shuttle (I had heard of this shuttle, see next comment). Ok, does it run on a schedule? Nope, just let us know a bit ahead of time when you need it. So 15 minutes before the one seating time of the fancy restaurant with wine pairing, I call down. Oh, the shuttle is booked tonight. Um, what? Oh yeah, they went to Simon Pearce. So, will it be available later? Probably not, don’t know. Taxi? Oh no, we don’t have taxis here. So I guess I have to drive. Well, yeah. To this dinner that comes automatically with 3 drinks. Yup. So I got there (by driving myself) and during the “cocktail hour” had to stand in a 20 minute line at the bar where one person is making cocktails. There were 4 cocktails on offer. I ordered one of them and he had to come around the table to grab the menu to look at the ingredients. He made my drink and then said, is this a room charge? Wow, ok. I guess so. There were no prices on the menu. I had assumed that since the “cocktail hour” was part of this thing, that after my 20 minute wait, I was getting one of the signature cocktails as part of this $200+ per person experience. But no, it was not included. I don’t know how much it cost because I never got an itemized bill. It showed up at the end as one full charge for whatever happened at Kelly Way. Maybe they added a tip. No idea. So… maybe have 2 bartenders, or make them ahead of time and pass them, or just don’t have a “cocktail hour” and pass champagne. The people passing apps also were very poorly trained - when asked what the item was, they said flatbread. I can see it’s flatbread, what is on top of it. - Right after checking in, I went down to the spa to ask to see the exercise facilities. “Oh, that’s about a mile or so down the road. You can take the shuttle.” So there is no gym on site, at all. And when the shuttle was “booked” that also means that if you wanted to go to the gym at 5:30PM, and you don’t have a car, you can’t?! There is a good deal, more but I think this conveys what matters here. The service is awful. These people have not been trained to serve this clientele. The facilities are fine but not user friendly in any way. The food was generally quite good. Skip the dinner at Kelly Way but go see the farm because it was quite pretty. …
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.