Our stay at The Grove Resort was a little disappointing due to inconsistent service and lack of hospitality. We arrived around 1:30 p.m. and were told by Eleanore at the front desk that our room wouldn’t be ready until after 4:00 p.m. or there after and she would call when it was available. No call ever came. When we returned at 2:45 p.m., the room was suddenly ready, despite the resort appearing mostly empty.
No one asked about our housekeeping preferences for our four-night stay, and we had to flag down a housekeeper in the hallway just to get clean towels. At check-in, my mother was asked to surrender her ID to use a luggage cart—something even the Head of Security seemed unaware of—and later, we saw an unattended cart sitting by the elevator.
To make matters worse, the TV in our room displayed another guest’s name for our entire stay, raising serious privacy concerns.
This trip was a surprise celebration for my mother, who recently beat cancer. I had spoken highly of The Grove, but the lack of communication, inconsistency, and unwelcoming tone from staff—especially Eleanore—tainted what should have been a joyful experience. The unit itself was nice, but the service fell far short of expectations for a resort of this caliber. I hope management uses this feedback to improve training and guest care.