“Extremely Poor Customer Service, Overpriced for What You Get and Some Run Down, often Broken Non-Functional Facilities”
We will never, ever waste our hard earned money on such a poorly maintained and overpriced holiday resort where we, unfortunately, experienced extremely poor customer service by the owner and his wife. Pow Wow was such a disappointment for many reasons.
Within minutes of arriving, to our horror, the whirlpool looked disgusting, non-functional and downright awful with a dirty looking film and muddy look to the water. What appeared to be protective caps on the drain pipes at the bottom of the whirlpool where taken off leaving the bare drains mechanisms exposed (possibly a neglected repair job in process?). There were no warning signs anywhere to be found. Scary stuff. We were so disgusted by what we saw, understandably, that we both simply refused to use the whirlpool at all for the entire duration of our time at Pow Wow in spite of this facility being offered in their marketing materials. The whirlpool jets appeared to be almost nonfunctional just sputtering out very small amounts of water/air. Unfortunately, this was but a prelude of things to come and an extremely poor and awful experience in a rundown and tired resort with, as aforementioned, the most downright awful customer service we have both ever experienced in all of our lifetimes.
Next we tried the sauna and it too appeared to be non-operational. Upon notifying the owner that the sauna appeared to be broken, he blamed it on "kids throwing water on it" yet there were no kids in the pool area and no evidence of water being used on the sauna or in the vicinity of the sauna. In fact, there were no persons in the pool area the entire time that we were there to the best of our knowledge.
Other simply unacceptable experiences that we encountered with Pow Wow's facilities were that the water would run cold in the shower unexpectedly and without warning and the lights and power in the room would go off for no-apparent reason when you would use a hair dryer to blow-dry your hair. We often had to go to breakfast with wet hair (the dining room is air-conditioned!).
Yet another example, my girlfriend almost fell on the ground because a beach chair she was attempting to sit on was broken.
Other examples would be that the tether ball was broken, old and appeared not to be replaced in ages. The tennis court fence has to been seen to be believed. It literally looks like it is going to fall over in many places where the bottom of the fence had lifted up considerably allowing the ball to roll underneath and into the water below.
One of the water trampolines had a non-existent (missing) and an obviously broken handle that made it next to impossible to gain access to the trampoline and appeared, as with many of the aforementioned facilities, neglected and not repaired inspite of the obvious impediment to the usage and functionality of said such devices and/or facilities. Simply unacceptable considering how much money we were charged. In fact, both water trampolines had exposed rust on many of the springs on the perimeter of said device and appeared, arguably dangerous to the safety of the children/adults patrons using the trampolines. One of the water park devices, called the Tower, repeatedly fell over and in at least one instance, threw a young boy unexpectedly off without warning from a height of at least 12-15 feet.
Instead of fixing and maintaining the various facilities offered as one would expect as a normal operational procedure, we were offered only vacuous excuses as to why they were non-operational or would operate in an inconsistent manner. Remember, we were paying a great deal of money for marginal service and facilities at Pow Wow. This made everything so much more infuriating.
The life jackets that were provided in the indicated boathouse were musty, dirty, old and many in very poor condition and of limited selection with respect to various sizes.
It appeared that the food was portioned controlled and we had to repeatedly ask over and over for coffee after seemingly being ignored and in all likelyhood forgotten. The same was for the small things like cream and butter as well.
In closing, when we arrived at Pow Wow approximately 12 noon on our check in date and our check in time was at 3:00 PM, the owner was at the front desk and informed us that, surprisingly, our room was available. He then stated that since they were about to have lunch (12:30 PM BBQ buffet) that we should join them for lunch without any mention of any type of monetary charge for said lunch whatsoever nor were we offered any selection of options with respect to any monetary arrangements and/or lunch credits with respect to said offer. To any reasonable person, we were under the very clear and, in the absence of any directives or instructions to the contrary, a goodwill offer by the owner of a pro bono lunch since it was an informal buffet/outdoor setting without any conditions or monetary charges attached attached to such offer (e.g. if you have lunch on the day of arrival, you will not be entitled to lunch on the day of departure). To our utter horror, upon checking out, there was a charge for said lunch on our final bill! We were speechless and felt that we had been treated in a deceptive and underhanded way as we were never, at any time, informed that there would be a charge for said lunch. The very clear impression to both of us was that the lunch was being offered, by the owner, at no charge and at no time was there, as aforementioned, any monetary charges discussed with respect to said lunch. We simply refused to pay for what appeared to be a hidden charge. The owner said he would take the charge off of the final bill but he would not honour our noon lunch meal on the day of our departure that we were entitled to as per our contract with Pow Wow! I stated very clearly to him that he should have cautioned us (a reasonable position under all the circumstances) that there would be a charge to the BBQ buffet lunch that he offered us on his own accord on the day of our arrival and that it was not being offered free. He said he would not budge on his decision and that it was final. I was perplexed as to why he would take such a position over a $25.00 meal and forego any future business and referrals from either ourselves or our friends and family and their respective friends and acquaintances.
Sadly to say, it certainly appeared that money ($25.00) was far more important to the owner than sound customer service, customer relations and repeat business (I should mention that we were model customers and never caused any hardship or trouble to the owner). We certainly will NEVER return to Pow Wow ever again and we will be certain to inform family and friends of our most unfortunate holiday experience. We deserved better than what we received, much better.
Unfortunately, based on our dreadful experience at Pow Wow we, regrettably, do not recommend it and will never spend any more more money there. You have been warned.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC