My husband booked a night at CordeValle for our anniversary, towards the end of our summer vacation this July. The arrival at the private gate set up high expectations. Our names were on the list, we were welcomed and given a personalized car sign to display on our dashboard.
This is a small, luxury property with some 45 guest suites and villas. Arriving at the hotel lobby we were greeted by polite and kind guest staff who assured us they'd be happy to do anything they could to make our stay enjoyable. Check in at the front desk changed the vibe immediately. Cool and aloof, we were told we were "early" and our room was not ready. Well, when my husband called from the airport 2 hours prior to confirm driving directions, that would have been a nice time to share this information. Mind you, we arrived at about 3 pm.
The desk person reviewed our package in complete detail with my husband, I was by his side as she confirmed that he had selected the "romance package" that included among other things a nice amenity and turn down service with flower petals. 5-stars to my sweet husband, 0-stars to the ditz who just showed his wife the entirety of our package! We were told the room would be ready in a while, after it went through it's final inspection. This was a Thursday night and the resort seemed very quiet but I guess they needed until after 4 pm to get our suite ready.
The room was fabulous, spacious, comfortable, even decadent. No complaints there. A nice wine amentiy was included with our package. Again the guest services staff were polite and kind, taking us up to the nearby winery for a tour and making small talk with us as we asked questions, etc. When we later returned to the room to get ready for dinner, we decided to open our bottle of wine but found no wine opener. Hmmmm, guess they missed that in their room inspection. A phone call and 10 minutes later, a wine opener was delivered.
We had originally made reservations at their fine dining restaurant, but made the mistake of deciding we wanted more casual service and to try the grill instead. The menu looked nice and the upscale casual setting on the terrace very inviting. We had a young, inexperienced waitress who was very kind and took the time to answer or get answers to our questions. She took our orders and all was going well right through wine presentation. She opened the bottle, poured a taste, and promptly recorked the bottle. This is a restaurant with an expensive, expansive wine list. That was the last we saw of her. Food was efficiently delivered by back waiters. No one ever asked how our meals were. No one ever poured our wine (we did ourselves). I finally had to ask for a blanket as the evening grew colder. All the while, each table around us was receiving a higher level of service. Around 10 pm we picked ourselves up along with what was left of our bottle of wine and went to sit inside by the fire. At that point the bartender asked if there was something he could do to assist us. Yes, could you tell us where our server is? We've been outside for almost 2 hours and haven't seen her in over an hour. OMG... I sent her home, I am so sorry. REALLY? Great attention to detail. Can we just get our check, we'll go back to our room soon.
Despite the fact that there was no surprise in the turn down service, I was still looking forward to the romantic arrival back to our suite. But guess what? Yep, they forgot about it! No turn down, no petals...All this may have spoiled someone else's night, but for us we just laughed and realized we'd have some funny memories.
We ordered room service the next morning, which arrived approximately 20 minutes after the delivery time we were given. They offered to set it up on our private courtyard which sounded like a lovely idea until we were attacked by yellow jackets. We moved ourselves inside and enjoyed our morning. They are prompt about check out and my husband had a tee time, so when asked we were specific about when we'd like our breakfast items removed so that we'd have time to shower, pack and leave the room. Guess what? They didn't come back for the dishes. We wound up moving them back outside for the yellow jackets to give us some more room to get organized, so it would have been easy for them to pick up and leave.
At check out we were asked about our stay by the similarly aloof front desk person. Lovely room, ok service. Still glowing from a great vacation and happy marriage, I played our experience down and was surprised when my husband who normally doesn't complain pushed the issue a bit and let the desk person know how disappointed we were. They knew he had a tee time and I was going to use the pool/spa for a couple of hours before needing to leave for an engagement. So they offered to "buy me 2 drinks" at the pool. At 11:00 am. Ummmm, ok but no thanks. I would have appreciated a heartfelt apology much more than the assumption I wanted to go tie one on at the pool. I left the property around 1 pm, and asked the staff to make sure to get my husband and friend's drink after golf.
Now, here is the FINAL kicker. My husband had a great round of golf with a dear friend from nearby. Chatting about our night and experience, the friend started asking leading questions. When my husband didn't answer as expected, he asked directly: "so, did you get our gift"? Gift? Noooooo.... He and his wife had ordered a nice bottle of champagne for us along with a personalized card to be delivered to our room. Oopps, I guess they forgot that too. But they didn't forget to charge him for it!
What makes me most upset about this experience? That my husband and I both LOVED the setting, the accommodations, the location and amenities. The tale unfolds slowly, and before all this happened, we talked about coming back for more than 1 night, playing golf together, hiking, horseback riding. Now that's all spoiled. I don't picture us ever returning.
The management needs to get their act together.
- Official Description (provided by the hotel):
- Located in the foothills of California's Santa Cruz Mountains, CordeValle is a luxury retreat in an extraordinary setting between San Jose and the Monterey Peninsula. The resort is infused with country club charm and superb amenities including a luxury spa and 7,169-yard championship golf course by legendary designer Robert Trent Jones, Jr. Clos La Chance, the on-site winery and vineyard, offers guests the opportunity to experience California's famed wine country. ... more less
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- Also Known As:
- Cordevalle, a Rosewood Hotel San Martin
- Cordevalle a Rosewood Resort