There is a schism in what they’re trying to be - Mohonk Mountain House New Paltz - Trade Reservations
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😒 3/5 - There is a schism in what they’re trying to be
By 👻 @Larkus86, 02/28/2024 3:00 am
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This is not my first stay at a high-end “luxury” hotel so I’m writing this from that perspective. There are really odd disconnects across the board. The valets who greeted us - awesome. Wouldn’t change a thing. Friendly, down-to-Earth, efficient, asked all the right questions and gave all the right guidance as to next steps. Check-in: bizarre. There was a woman whose job must’ve been to greet guests and keep everyone moving along, but nothing. “Checking in or out?” She asked. “In.” Then nothing. The queue was non-existent and it was just a mass of people. It was also a ‘kids stay free’ weekend and completely chaotic. When we got to the desk, the young man was civil, but robotic; and he was the best of the bunch. We had booked a suite for a few grand for just 3 days and two nights. It was our first trip in six years so we decided to splurge. The place is confusing and although they give you one paper map of the place at check-in, the signage inside the hotel is sparse to say the least. Nothing in the elevators. The place is palatial and it wouldn’t hurt to have a discreet and stylish version of a mall map (trust me - it’s complex enough to warrant it). I get they don’t want to ruin any of the history, but at the same time - they could find nuanced ways to enhance the visitor experience on that front. As far as ambiance, it’s beautiful old world charm…with more bare bulb fixtures blaring at you than you could ever imagine. At the time, that was the best you could do after gas light fixtures. But if the place evolved from gas light to bare bulbs (as they became available), I’d suggest it’s time for your next advancement because the bare bulb thing - is abrasive and overwhelming - every corridor, every room, the main gathering places. An endless sea of lightbulbs. And dust! I’m 6’4” and I don’t think anything was dusted over the height of 5’10”. Cobwebs on our bathroom light fixtures, that sort of thing. Was just unexpected. And clutter on all the hallway windowsills every day. As they’d service a room, they’d use the windowsills in the corridors to pile napkins, used dishes, etc. Really took away from the character and views. Services - the spa was great! Two of the best massages I’ve ever had - but the culture in the spa was completely different from the main building and the dining areas to the point I was left wondering if indeed it’s run as a completely separate business; it felt that way. Breakfast and lunch felt as if we were on a cruise ship, with fewer choices. We arrived mid day and our first meal was lunch. The food was barely warm. The only hot thing we had was the soup - which was delicious. Then came dinner. When we booked the suite, they made SUCH A FUSS about men wearing collared shirts, slacks, and proper shoes to dinner. We have friends who stayed here years ago and they wouldn’t seat the husband unless he changed into slacks. So we took it seriously and packed accordingly. Seated next to us was a guy in a hoodie, blue jeans, and sneakers. If you’re not going to enforce your rules, don’t make guests feel badly and force them to pack according to a policy you don’t bother enforcing. You made this guest resentful and left a bad impression. Room service - inconsistent experience. First time, great. Second time, we asked for tea for two; chamomile. “Oh, we can’t do that unless you buy a box.” So we had to buy like a dozen pouches of Egyptian chamomile tea in a wooden box. Ridiculous. I could walk into any office break room in America and get a couple bags of chamomile tea. We ordered coffee the next morning - no one answers the phone in room service BTW - you have to leave a message, then they may or may not call your room back (and wake everyone up) so you can confirm what you already left in your message. Waited an hour - nothing ever showed up. Went to breakfast, came back to the room and room service had cleared the prior night’s tea service, but we left a note not to leave the coffee in case they ever showed up. Weird and not the glitzy experience they advertise and charge for. So in the end, everything was disjointed. I wasn’t going to go into all this detail, but when I told a friend about some of these oddities, she said “After a hundred years, you’d think they’d have it all worked out by now.” And she’s right - after a 100 years, I’d think they’d have it all worked out by now. The grounds - so impressive and beautiful. But I wouldn’t go back. Do a day trip. You’ll get the best of everything.
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