We stayed at Alderbrook last weekend. I had just come off a really busy four weeks at work and was really looking forward to some family time and lots of rest. My husband and I traveled with our almost-two-year-old son.
First, this place has a great set-up for kids. We stayed in one of the one-bedroom cottages, and right in front of the cottages is a big open area with a volleyball net and lots of fun games. Our son loved playing ball there. Would be really great for older kids, too -- the parents can sit on the porch and watch the kids play right there.
The service in the restaurant was great -- really nice waitresses.
However, our stay was marred by some really terrible customer service by hotel staff on the last night. When we were eating dinner, we saw a group of people heading out to the dock with cartloads of fireworks -- serious, professional fireworks. I went over to the front desk to ask what was going on, and they said a wedding happening on the grounds had fireworks. OK, that's cool, but... Turns out the fireworks were at 10:45.
Now, don't get me wrong. If my husband and I were on our own, or if our son was older, this would have been a bonus. But getting a 2-year-old to sleep isn't always easy, and he also wakes us up reliably at 6 am every morning. So this was less than ideal. I got a shrug and a "sorry" from the folks at the front desk when I said this, but that was it.
That night we were predictably woken up at 10:45 to the fireworks. I called the desk to ask how long they'd go on. Five minutes, they said, and that was true and totally fine. We all got back to sleep afterward.
Not long after, we were awoken again, this time by the fireworks guys parked about five feet from our bedroom window, loading up their truck. This must have been close to midnight, although I didn't look at the clock. This really upset me, because this was really something that should have been planned ahead of time by the hotel. I called, got another "sorry," then a manager called back and said she'd come over and check it out. She did, and then apologized and said she'd take money off the bill.
Let me back up here and say that I think it's really great to give people the wedding of their dreams. But I think a hotel like this, which is not cheap (we paid $450 plus tax for the last night we were there -- $350 after the noise complaint discount they gave us) should be a bit more proactive about keeping ALL their guests happy. It would have been nice to get a heads up about the fireworks, and a gesture like offering families free breakfast or something to make up for the disturbance would have gone a long way.
But as it happened, I complained to at least three different people before I was taken seriously. It sort of felt like dealing with customer service at an airline -- lots of empty "sorrys" but no real action to make a customer happy, or make up for the shortcomings of the stay. I know they finally did give us a discount, but for a two-day stay that totaled upwards of $1,500 (we got massages, ate at the restaurant and got room service), that was really the very least they could do.
A few notes about the cottage: It was nicely laid out and very functional with kids, and had great views. But again, for the price, it was pretty tired. It smelled horrible when we got there -- really musty. Things have been updated here and there, but the furniture seemed very old and there wasn't quite that luxury you expect from a place like this.
- Official Description (provided by the hotel):
- Walking hand in hand, you see an eagle soar overhead. You stop to skip stones across the water. Four, five, six skips. A perfect moment suspended in time. A story for dinner. This is the place where memories are made, where families come back year after year. Like having your own waterfront cottage, only better. Cartwheels on the grass. A game of badminton at sunset. Leather couches and a glass of Washington state Syrah. The sweet succulent bite of fresh oysters. Rooms that make you say “wow” when you open the door. Can this hotel be only two hours from Seattle? It can. Welcome to Alderbrook Resort & Spa. ... more less
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- Also Known As:
- Alderbrook Resort And Spa
- Alderbrook Resort Union
- Alderbrook Hotel Union