We were very impressed with the design and landscape at the property and had high hopes for our week long stay - especially at $1200 a night. We loved the lodge feel - very impressive throughout- lots of places to hang out - games available in the high ceiling lobby area with huge windows overlooking the trout lake & breathtaking mountains. A sweet fire pit area to sit, chairs outside the rooms, a coffee & snack area - all great! Our bed was comfortable and the room was well designed. The grounds are beautiful and we enjoyed the Al fresco hot tub. What didn’t work for us was the service. We were there for a week and apart from the occasional ’welcome back’ as we came back from our activities, none of the staff seemed very interested in elevating our experience. Except for Tanner - who gave us some excellent personal recommendations of things to do in the area - he was interested, enthusiastic & knowledgeable - this is the kind of service we were expecting throughout our stay. Dinner at the fireside was mediocre and our breakfasts were cold. Breakfast service was good but in the evening servers were clearly overwhelmed as there clearly weren’t enough of them. We had the prawn aguachile starter and it was bland - it tasted like it was made with cucumber water - not zesty & fresh like it should be. The cocktails were excellent ! But again, service was lacking in warmth - we were expecting 5 star resort service with what we paid to be there and that isn’t what was delivered. And lastly, housekeeping - very disappointing. We had to ask for our toiletries to be refilled after 3 days waiting. It felt like they just did the bare minimum as in a quick wipe of the counter and make the bed. They didn’t clean our cups or replenish teas. Overall, we loved the property and really hope that they elevate their service or lower their prices to more clearly reflect their offering. I think they could be ‘that’ property but they need to work on investing in their staff to uplift their service. Happy staff makes for elevated service!
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