06/08/2019 TamTamGeorge, Tacoma, Washington
If you intend to visit this property, and you have an understanding of what the standard is for a BW Premier Property normally is, I highly suggest that you lower your expectations. This resort fails ... more
If you intend to visit this property, and you have an understanding of what the standard is for a BW Premier Property normally is, I highly suggest that you lower your expectations. This resort fails miserably even though there is so much potential. This property is lackluster at best.
It is nestled in a wonderful area on Toledo Bend and the grounds are beautiful. The golf course is well kept and the view driving up to the property is amazing. The issues surround the the hotel and the staff.
Originally, I stayed here a year ago for my first time and I was so excited but there were so many issues during that stay and I left extremely disappointed. I filled out the survey that was emailed to me by Best Western and voiced the issues that I encountered. I was contacted by management and offered a complementary stay in the same type of suite that I had booked for my first stay at Cypress Bend. At first, I declined the offer. However, the manager was very compelling and explained that many things had fallen through the cracks because a management employee had been off for several months due to an illness. I decided to accept the offer and basically “redo” my stay so that I could try and give an honest opinion of the property to fellow travelers. I actually waited until the complementary stay almost expired to allow them time to rectify any issues caused by the leadership being out due to the illness.
In July 2019 I checked in for my complementary stay. Upon arrival, the main entrance doors were filthy just did this they had been the year before. As I approach the front counter, I noticed that the spiderwebs were still hanging over the clerks head in the corner. I decided to start taking photos to document the problems at this property in hopes that management actually did want to do something to correct it. The front desk clerk was extremely polite and very kind and she handed us our cards to our room and I was very excited to see that it was the exact same room as the year before as it would make it very easy to compare. As we approached our room the hallway was at least 90°. There was a Nother traveler who was having trouble using her key to enter her room. She was very friendly and told us that they had been back to the desk three times and none of the keys were working. We tried our key and it did not work either. We went back to the front desk and got another key which did not work as well. The front desk told us that someone from maintenance Was on their way to assist us. We waited in that sweltering hallway for over 20 minutes and when we called back to the front desk we were given nothing but attitude. Finally, a very helpful maintenance employee gave us entrance to our room to cool off while he continue to work on the issue and he resolved it within 15 minutes.
We were very hot and frustrated but excited to get into the room with AC. Things just deteriorated from there as we noticed there was trash left in the trash cans, several of the lightbulbs did not work, the sheets appeared dirty, the carpet was filthy, the patio was infested with spiders and an ashtray that was overfilling with cigarette butts.
It was at this point that I decided to give an honest review of the property and everything I encountered. It was a complementary stay to try to make up for the issues of the year before but I looked at it as an opportunity for management to see their property through the eyes of their guests. My viewpoint seemed to have been received and I was given a cookie cutter response so I don’t believe anything will change. Why would I? Nothing has changed in the year between the 2 stays.
Rather than complain I just documented the issues with this property for the remainder of my stay. Another huge issue that they have is inattentive staff in their bar. We walked in and there were two staff members in the corner discussing the events of a personal nature from the night before and did not greet us and did not stop their conversation. Once they were finished with their discussion we were barely acknowledged and offered a menu. After we received our wine, both staff members disappeared and we had to search for someone to pay our tab so that we could leave.
It is a tarnish on the name BW Premier to even associate Cypress Bend with that collection of high-end properties. I have attached several photos that I took of issues with the property is cleanliness. I will not be going back. less