No staff was ever at the reception desk to ask a question or put in a request.
On a Sunday afternoon/evening, no staff was "allowed" to light a fire even though it was below freezing outside. We were told the manager was off for the night and no one else could light the fire. Then, we were told that someone would be up to do it shortly, but they never arrived. If it is advertised, it should be available at all times, plus what kind of special training do you need in upstate MA to light a fire? Don't you experience cold winters every year?
Three people came up to clean up the table after the afternoon tea reception, but they left and did not refill the hot water. I could not refill my tea cup because no one was around by the reception desk to tell the water was empty.
The bathroom by the gym was dirty and the garbage was overflowing. Disgusting.
We waited to be seated for dinner for almost 10 minutes. No one even greeted us, they just kept walking passed us. If you are understaffed, hire more people, but don't make me wait that long.
This hotel had so much potential; beautiful grounds, restaurant on premises, large sitting room, etc., but in the end, we left very disappointed.
The location was good, the staff was polite and it had so much potential, but we left disappointed.