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18575 SW Century Drive , Bend, OR 97702, United States of America
July 5, 2016
눉At one point, there were 6 staff members in the activity center, talking and/or playing with equipment....had to wait 5 minutes to be helped! Pool was too warm. Walls are very thin, could hear every word that our neighbor in 634 said. More staff needed at horse stable...too much for one woman/person. Was asked about 5 times to sit in the sales presentation...wasn't interested.
눇Room and location/view. Facilities and grounds. Proximity to Mt. Bach and Bend. Staff was extremely helpful and friendly.
December 24, 2015
눉Our room was supposed to be ready by 4 PM, so we arrived at 4 PM after a grueling drive during a snowstorm that required tire chains. I entered the lobby and got in the Registration line behind only two people, who seemed to be chit-chatting with the clerk ad nauseam. The female clerk and a male manager kept taking phone calls instead of serving people standing right in front of them. Other residents kept walking up to complain about room keys not working and one guy said he unlocked his room only to find another family inside. I overheard another guest say it took them 45 minutes to check in earlier. So a full 30 minutes later I stepped up to the desk and said, "You guys need to speed this up because this is the longest I've ever waited to check in at a hotel." The clerk said, "We're doing the best we can but we're understaffed." Based on what I saw and heard, they weren't doing their best. They were wasting everyone's time by reading the brochure to them, and then by putting people in the wrong rooms and issuing keys that don't work. So after she takes all my info, the clerk tells me our room isn't even ready yet. I reminded her that it was after 4 PM and then the manager jumped in aggressively and said, "Don't start that with us, sir. You're on vacation!" "Really? I am?" I asked. "Don't start that with me!" he yelled. "Or what?" I asked. Then he backed down and left the desk. Totally unprofessional. So we hung around the lobby and figured out this isn't really a resort. It's one of those timeshare places. Instead of staffing the front desk with hospitality professionals, they had three salespeople at a second desk trying to herd people into a presentation, complete with some kind of Wheel of Fortune gimmick. It was really creepy. At 5 PM, the clerk came out and told us our room was ready.
February 17, 2016
눉For the price, I used to get logs for the fire-place, complimentary meals. It was more like a destination resort in the past than it is today. Complimentary ice skating, etc would make sense if this is to be a destination resort.
눇Comfortable room with good view, and near the river trainl
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