Hope the old Eden returns!
Just got back a couple weeks ago from a three night weekend at Eden and weren't thrilled at all. We've been coming every summer for about 10 years now and we're looking forward to getting away, especi... more
Just got back a couple weeks ago from a three night weekend at Eden and weren't thrilled at all. We've been coming every summer for about 10 years now and we're looking forward to getting away, especially during the current situation. I totally understand that we're in a time now where things are not going to be completely up to par and I'm fine with that. However, if I'm paying the regular rack rate for a room, upward of $250-$300 a night, I expect it to be maintained and clean. Upon entering the room, we noticed the following: broken bathroom door, broken toilet seat, ripped shower curtain, broken remote control, along w hair in the tub and some sticky substance on the table and chairs. Thankfully, I brought Clorox wipes and cleaned all the surfaces.
We did call maintenance and they were able to rectify some of the issues. Later that evening, I noticed blood stains on my sheet which totally grossed me out. Totally understand that there is no housekeeping and was fine with that, however it was a complete pain to have to call the front desk three times a day to ask for more towels for our family of four. We would also leave our garbage and used towels outside the room and they would sit there for the entire day.
One thing that really bothered me was the inconsistency of enforcing covid safety. I noticed a good portion of staff, working inside the building as well as outside, not wearing masks at all, but then the one time my young daughter pulled down her mask for a minute to adjust it in the lobby, an older man came over to her and told her to put on her mask right away. Meanwhile, the same person watched and spoke to about 8 other people with no mask whatsoever.
There was also no nice little touches this time. No water bottle, no little bag of chocolate, nothing to acknowledge my husband's birthday. Every year we go and they give us a breakfast voucher for his birthday. When I asked, they said, sorry, we're not able to do anything.
I'm not saying that we will not return, however this stay really has me thinking if maybe we should switch it up a bit and maybe try the Amish View which gets superb reviews along w a major emphasis on it's cleanliness and customer service. less
Eden Resort Team, General Manager at Eden Resort and Suites, BW Premier Collection, responded to this review
Thank you for taking the time to leave detailed feedback. We sincerely apologize for any issues you encountered during your stay with us in August. We appreciate that you are long-time guests, and we are truly disheartened that we did not provide you with an exceptional experience, as such an experience is always our goal for every guest.
We rely on our guests to alert us to any issues they encounter during their stay so that we can address them immediately, and we keep records of such. Our records do not indicate the extent of the issues you raise here, but rest assured that our housekeeping department takes cleanliness very seriously, and we have implemented enhanced procedures, such as using electrostatic sprayers to disinfect guest rooms and public spaces. We would highly encourage you to alert us of any issues in the future to give us an opportunity to address them in a manner that exceeds your expectations.
I can assure you that the health and safety of our guests and our team members is our highest priority and that all Eden team members are committed to the special protocols and procedures we have outlined in our Frequently Asked Questions re: Our COVID-19 Procedures (available at EdenResort.com), including mask wearing.
We appreciate your feedback as it enables us to improve. We hope that you will consider returning for what has brought you back over the last 10 years, and if you do so for a birthday or other celebration, please let us know in advance—we’d love to help you celebrate.