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  • My family and I were so looking forward to having Easter Brunch at your resort. Our family consists of 4 adults and two children so this was a simple party of 6. I was looking for an experience that was relaxing and enjoyable. I must share with you that our experience at The Wigwam was extremely disappointing and embarrassing. Our reservation was for 1:30 pm and we arrived promptly at 12:35 pm only to find an extensive line in order to get into the ballroom. Then when we arrived at the front of the line after waiting for 40 minutes-- we were directed to get out of the line and return to the end of the line because it was only 1:20 pm. The customer service was extremely poor to say the least. The female who was taking names at the front counter failed to even take my name and I had to get someone else to assist me. I explained to her that I would not return to the end of the line after already waiting 40 minutes. She then directed me to wait off to the side where we were herded alongside three other groups of families who had been treated in the same manner. The experience made me feel like I was not a valued customer. We then proceeded to wait another 25 minutes before we were seated in the ballroom. The entire process felt like we were cattle being herded. I had to remind two different customer service representatives that we were still waiting to be seated and no one apologized or made any attempt to address our concerns. I wanted to leave but did not want to disappoint my family. When we were finally seated at our table-- we had to try to find a waiter that was willing to get drinks for us after waiting for 15 minutes. When our waiter finally arrived-- he had sweat dripping off his face and explained to us that he was extremely busy and had too many tables to serve. We saw chaos everywhere. Again-- the entire experience was extremely embarrassing to me as I had hoped to treat my family to a nice Easter brunch that was filled with great food and relaxation. We would have been more satisfied had we stayed home and ordered pizza. When we finally were able to taste the food, it was another disappointment. The potatoes were rubbery, the salad area had flies all over the place, and the desserts were still frozen. The shrimp had a weird after taste. We also didn't have enough plates and had to secure our deserts with coffee saucers. The total bill for this disaster was over $280 for a family of 6. My family members were also extremely displeased with the service and quality of food and were in shock of this sub par experience. I felt like crying because of the extremely poor experience this was and feel like I ruined our family's Easter because I recommended going to the Wigwam for an upscale brunch experience. When we finally left the Wigwam, no one even greeted us or thanked us for coming. We continued to see stressed out staff and managers who were talking amongst themselves rather than addressing customer service and thanking us for spending this holiday with them. The Wigwam has really missed the concept of appropriate hospitality. I sincerely hope that you will take this feedback and improve your customer service and experience for future guests.
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