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  • The thing I loved about this place was the service at the elements restaurant. All of the staff at the restaurant were amazing! Now....... as for the rest.... So my mom and I were checking in to a suite the night before my wedding day. I wanted a beautiful suite for the wedding party to get ready in. I got an email a few days prior asking to call reservations in order to explain if the booking is for a special occasion and time of check in....... I called and left a message because nobody answered. I got a call back from a woman who stated that she could answer any of my questions...... I didn't have any I was just responding to the email...... she didn't know what I was talking about. Once I explained that I was just responding to their email, she understood. I told her that my mom and I wouldn't be checking in until 3-330 due to a Rehearsal lunch. She said she was going to put the check in time at noon so that the room would for sure be ready for us. She did NOT say that they couldn't guarantee the check in...... So I leave my rehearsal lunch and check in with my mom. The room isn't ready. Ok I wish I would have known that so that I don't have to wait here for over an hour. A few days before we were going to check in I called to change the credit card information to my fiancée card. I was NOT told that when my mom and I checked in that I needed to show the card as well as am ID matching the card..... it was not my card and I was getting married the next day so we didn't have the same last name. When we checked in I obviously did NOT have my fiancée card...... it was the night before my wedding. They then asked for a card to put the $800 hold on!....... that would have been nice to know.... what is the point of putting a card on file if you then have to put a $800 hold. We had to put the hold on my mothers card because that was news to me. After I asked for the manager she basically daisy sorry...... My mom and I went to the bar and the manager did come see us to pay for our drinks so that was nice. But when I am paying $1600 for two nights..... horrible customer service. When our room was finally ready we went to our room. It's a nice room but there were stains on the carpet and nothing that special. When my now husband and I came back to the suite following night after our wedding. Our wedding planner left roses on the bed for us which was so sweet. But nothing from the resort. In the morning we went to make coffee, they did not replenish the coffee nor did they give us new glasses. Normally not a big deal but when I am spending that much money I would expect more. The next day my mom called me..... they put another $700 charge on her card! My mom called and they said it was pending but did NOT explain why. They make you put a card on file which is standard...... then a $800 hold when you get there........ then the next day they put another hold on my moms card..... Poor service other than the elements restaurant! I would never go back for that kind of money..... ever. It was my wedding weekend and I was so disappointed.
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