Over the top!
Posted Sep 18, 2016
To start, the check in desk upgraded us to a 4 bedroom Villa! The hang up was that when we booked, I specificlly let Expedia know that my wife uses a wheel chair and we needed ADA access. The master suite in a 4 bedroom Villa is up stairs so we couldn't use it. Now that is likely poor execution by Expedia, but does a disservice to Pelican Hill. Next, a Butler? An overly friendly 50 ish fellow guides us to the villa. He's a bit overly solicitous and leaves us both with the feeling that he came from the used auto sales industry. He did teach us how to use the patio door locks, way to complicated! First thing on entering the villa was the sight of two, apparently dirty dish towels wadded up on the kitchen island? The carpets were stained as was the sofa cushions, not unusual for the Holiday Inn Express, but for a grand/night house with a view, I don't think so! We ordered dinner from "Dinning service", read room service, and a very nice fellow came quickly and the food was brilliant if pricey. In the middle of dinner, two hours after we had arrived, the door bell rings and guest services delivers a welcome tray of fruit and cheese. It was a nice gesture which was mostly wasted by bad timing. I decided to treat my wife to a few days away and am not complaining about the cost, but you do have, or should have, a high expectation for such a grand property. On the patio, the cushions of the lounges were stained and ripped with the padding leaking out. The patio walls were separating.
Comment from Hotel Management
Sep 20, 2016 by Giuseppe Lama, Hotel Management
Thank you for sharing your detailed feedback on our Expedia page. I am disappointed to read that your Villa accommodations fell short of your expectations and our Five-Star standards. Please know that I have personally addressed your concerns with our Villa management team and maintenance staff to improve the areas you mentioned. We appreciate you taking the time to share your feedback and hope to welcome you and your wife back to the Resort for a much-improved visit soon.
The Resort at Pelican Hill