I recently stayed at the Cove Haven Resort with my fiancé from February 17th to February 20th. Before I share my experience at the resort, I would like to share some background information, My parents have been coming to this resort since the early 80’s and have always spoke highly of the amazing times they had there. I would listen to the stories they shared, and watch the videos they took and I couldn’t wait to meet that special someone so I could experience and enjoy the resort the way my parents did.
About 2 years ago, I finally did get to meet that special someone and we recently got engaged and decided to celebrate by booking a trip to Cove Haven resort. We even considered Cove Haven as a potential spot for our honeymoon in the Champagne Tower Suites, and although we did partially enjoy our stay, there are a few issues that unfortunately will hinder us from coming back.
When we arrived, I was disappointed to hear that our request for an upgrade was declined because of the fact that the hotel was completely booked. This would have been fine because we know the upgrade is not guaranteed, but I was shocked when I checked the Cove Haven website and noticed that the Garden of Eden Apple suite was still available and remained available for the 1st two nights. This is not a huge deal, but it would be nice to know why we were told that it was completely booked.
Additionally, I informed the receptionist that my fiancé and I recently got engaged and were possibly planning our honeymoon, but she seemed disinterested and told me to ask the front desk about it on the day I leave.
We were satisfied with our room, it seemed to be thoroughly cleaned especially in the hot tub and pool which was much appreciated. However, there was an awful smell in the room but after spraying much air freshener, it became bearable. We also noticed much mold in the AC unit which was quite disgusting, and also a possible cause of of the smell. It also gave my fiancé itchy eyes and a stuffy nose as she has allergies, but luckily I brought Allegra.
Before we booked the trip, we were so excited for the ice skating activity. Coincidentally, the machines for the indoor skating was down, and had stayed that way much to our disappointment. Perhaps I should of called before booking my trip to confirm what activities were actually working. Also, the website is somewhat misleading, as it shows that Cove Haven has snowmobiling which we were also excited for, but we were told it’s not actually at Cove Haven, but at the other resort. This was another activity we could not participate in, which was also a let down.
On our 2nd night, we had reservations for dinner at 7:15 and we were not served until 9pm for the Steak and Lobster night. Our waitress came within 5 minutes after arriving, and took our orders, but somehow kept forgetting to bring me a water even though I asked twice. Twenty minutes after we were seated, a couple sat next to us and placed an order, ironically they also received their dishes 15-20 minutes before we did. When I asked the waitress how it was possible that the other couple was served first, she said “it’s a busy night, there are a lot of orders”. This explanation was unacceptable and rude, and as a business director I am aware that this is not the way customer service works to produce repeat business. Later that night at 10pm, we called the “Love Machine Van” and they did not answer the phone, it just kept ringing. When I tried again 5 minutes later, I got the same result so we just walked to the nightclub.
On Monday morning during checkout, I was surprised that the receptionist at the front desk did not ask me about my stay. It was actually my 1st time in 30 years that I was not asked that question, it kind of made me feel that she didn’t ask because she didn’t care.
UPDATE: I sent a letter to management, and their response was totally unacceptable. It seemed like they didn't care about the issues I presented, and I did not even get a simple apology.
You guys are talking about renovations, but the only thing that needs renovations is your customer service expertise.
Thank you for being the reason that my finance and I will not be continuing a tradition that has been in my family for over 30 years.
My point: If you value customer service, go somewhere else!