|Address:||701 Club Dr, Keswick, VA 22947, USA|
Shockingly amateur and unbelievably disappointing. This review is in reference to my experience at Keswick Hall this past summer. We booked two nights in a suite for my wedding weekend. Although I have lived in NYC, LA, and Washington, DC for my entire adult life, I grew up in Charlottesville. We checked in late on a Saturday evening following my wedding reception. The room was traditional yet well appointed and attractive. We were unpleasantly and unexpectedly awakened before 8:00 am the next morning by major demolition on the golf course which our suite overlooked. Really? At $800/night and absolutely no acknowledgment of the weekend construction plans by Reservations? We went down by the pool for the afternoon. A staff member asked us how our stay was going. When I acknowledged the early morning disruption, he made a rude and sarcastic reply that left my husband and I looking at each other in confusion. Later that afternoon, we decided to open a wonderful bottle of Krug that we had received as a gift and enjoy the sundown on the hotels veranda. I entered the small bar area off of the pool area to enquire whether we were allowed to use glass stemware poolside. Two inebriated patrons, a washed up looking, middle aged woman and her drunken, baseball cap-toting boyfriend, sized me up. My husband joined me and as we proceeded towards a side door, the woman put out her arm and said, "Nope, you need a passport to pass through." Huh? I was in such a good headspace and still elated from my wedding that I didnt initial realize that she was making a racial slur. Let me qualify -- one half of my family arrived in the US in the 1600s and the other half from the Middle East in 1900. Clearly, she was implying that I was an "illegal immigrant" (since she was probably not well versed in World Geography, I presume she thought I was Mexican or Hispanic). We brushed by her and I barely contained my contempt. Once I was on the terrace, I became furious over her self appointed, racist role in determining who can patronize a restaurant. I came back to the bar to get some napkins and was immediately addressed by the same drunken couple. The woman belted towards me, "Habla espanol?" At first, I didnt realize she was addressing me. She repeated her question in an even more comedic, poorly pronounced manner. Every patron in the tiny bar AS WELL as the THREE Keswick Hall staff members, looked at me in uncomfortable silence. I replied that maybe someone needs to cut off her alcohol. The bartenders, who heard the entire conversation, DID NOTHING. After my husband berated a server for their appalling lack of proactive behavior -- ejecting the drunken couple would have been the most appropriate course of action -- we got a weak apology from the main bartender. The next day, we related the story to the concierge, who was truly appalled and very apologetic. At some point, she told the general manager of the hotel about the previous days activities. He called us in our room and in the most pathetic, "Ah shucks!"/Virginia good ol boy manner, offered to buy us a round of drinks at the pool? Really? I think I will stick with my Krug. No follow up. No letter of apology. I have been a Food & Beverage Director at a major NYC hotel. I have managed 5-Star restaurants. THE SERVICE STANDARDS AT THIS RELAIS & CHATEAUX PROPERTY ARE APPALLING. Beautiful setting but if you plan on spending that sort of money on a room, head to somewhere that has professional standards.
A Private User
Ive been to Keswick Hall many times over the years -- love the house and the outstanding views of its lovely golf course. We have held many family celebrations including engagements, birthdays, and new baby. In a way, we have thought of Keswick as our "club." The last two visits, however, have been disappointing. Little things are what make or break a great hotel, and the little things were irritating. For a "Grand Hotel" it is only average at this point in time. Pro: The house and views are still unspoiled. Room service and food are excellent and quick. Neutral: (1) When I ordered, room service told me that I had an old menu, and that there was now a charge for side orders such as spinach with the steak. Fortunately, they did not add the $5 charge to the check. (2) The heat in the room did not work well, but a call to the front desk had maintenance here quickly – and a simple change of a dirty air filter solved the problem. (3) Keswick is serious about on time checkout at noon. A $100 fee is added for 12:30 checkout. Con: (1) The wireless Internet does not work with Apple products. So neither my iPhone nor my MacBook Pro could access via wireless. I was able to connect via the 3 Ethernet, but could not use electricity because all plugs in the vicinity of the Ethernet outlet were in use by the hotel. Why a problem like this has not been corrected is beyond my ken. The apology offered was mechanical and perfunctory. (2) The reservation clerk at the hotel was new and had difficulty making my reservation. Fortunately a more experienced employee intervened. (3) The clerk made reservations for dinner at Fossetts Restaurant. When I arrived, the door to the restaurant was locked and I learned that there was a special wine tasting dinner later but that I had no reservation. The front desk checked with the sister restaurant and there was no reservation there either. Again, the apology offered was minimal. (4) The beds are comfortable, the linens nice, but there is no wonderful down comforter for a cold rainy night.
To whom it may concern, I am writing to you mostly out of selfishness. I need to get this off of my chest, as it has genuinely put a damper on what I expect from not only my wedding plans, but the "elite" in the business. Marriage is a beautiful thing. Two people give themselves up to be with one another as a promise for eternity. My fiance and I went into this extremely hopeful. As new residents to Charlottesville, and plenty of money in the bank, we decided to begin our venue hunt with Keswick. Your reputation, as well as your marketing materials, precede you. Disappointed could not be more ill equipped of a term for our experience with your contact Adam. Upon arrival we were greeted graciously by everyone around us- great start, right? The land was gorgeous, the people were stellar. We were informed that Mr. Adam was on a conference call as we entered, and that he should be with us shortly. "Shortly" turned to twenty minutes. Twenty turned to thirty. Thirty turned to forty five. A great start for a couple preparing to spend upwards of $40,000 with your establishment. He finally arrives, with barely fifty words to say, and has the nerve to leave for a more important matter in less than ten minutes. Awesome. I genuinely dont have more of a complaint. He was gone. We came in prepared to spend a Mercedes, and left before we were able to ask a single question..... after we were made to wait for nearly an hour in the middle of a Saturday. Its without saying that you will not entertain our business, and I apologize that this letter could not be more upbeat. But you hurt us, and our commitment to each other. We were enthusiastic to learn from the best and pretty hopeful that we had found our place. Thanks for setting the tone- I really hope the rest of the industry is less like you. I could not be more eager to severe this relationship. - Shane Konowal