Mount Alverno Luxury Resorts — Hotel in Caledon

This review is my last attempt to get into contact with ANYONE that works here. My partner and I decided to head up to mount alverno for a night of their Valentine’s Day package. Package was $499 plus taxes and fees and included a night in a king room as well as dinner package for two at the restaurant. This ended up being $593 charged to our card for the package. We headed down to the restaurant for our dinner reservation on February 14. We wanted a bottle of wine with dinner so asked our server Cindy, if this would be charged to the card on the room like the package and she told us no, she would bring us a bill and we’d have to pay for it with dinner. After dinner she brought over the bill and it had two full dinners on it, my partner ended up paying for it for an additional total of $327.84. I was curious as to why it was so expensive then saw the dinners and we started to question what was included in the package. We left and planned to look into it the following morning. We checked out early at 10 am and at 1014am I had made a call back to the hotel from our car to ask about inclusions of the package. The receptionist told me dinner should have been included and assured me her manager would be in in a FEW mins and would call me back. After 5 hours of no call, I proceeded to call back at 3 pm. The same receptionist then told me oh the manager will call you back tomorrow, I told her but I work tomorrow, she asked when a good time would be and I said anytime before 3 and she then assured me again I would be called back by a manager before 3pm. Still no call that next day so I decided to call back again, I was then told by the SAME receptionist, “oh no the manager said he will call you back tomorrow”. I then finally received a 1 min call on February 17th, from someone who didn’t even give their name who just told me “we have seen the extra charge and the accountant is in tomorrow Tuesday Feb 18th and will process it then”. It has now been almost 2 WEEKS since this alleged refund was processed and still no refund or call from any form of manager/owner/worker. I have to continue calling for MY $327 that was charged by this establishment by mistake. Every time I call I either get ringed off into a full mailbox or told by the same receptionist “oh umm…..the manager isn’t in/ is in a meeting/will call you back” and then hear nothing back. I don’t know why anyone would avoid calls from a guest that stayed with you and spent their money or why you’d want to scam and keep their money? There was 2 managers there the night of my stay and now they’ve all dropped off the face of the earth. Really disappointing when I have several friends getting married in the next coming years and will shoot down any recommendations for this place. You think a ‘luxury resort’ would have better communication. Would love to edit my review and say they finally reached out so let’s see if they finally do.

EDIT: after posting this review, I had finally been reached out to. Sucks that it took me writing a bad review to get ahold of someone but glad it finally happened. GK was great and told me she had been off the week prior so wasn’t aware this was happening but was very understanding of my frustration and was able to get me a refund for the extra amount we paid at dinner. I would definitely look into that other receptionist who kept turning me away, she is definitely impacting your business if she is doing this to other guests or is working with a manager onsite to avoid complaints.

Overall room was nice and dinner tasted great. Would just be weary of what you bill and expenses are before paying or letting them run your...

I organized a team offsite for 15 people last week and having it hosted at Mount Alverno was the best decision ever for a few good reasons:

Upon arrival, I was greeted by Chris, the owner at the Thompson Hall and he was getting the room ready with all the technology I needed. He also had an IT team setting and taping up all the cables. A super nice guy and he was always around to help us! Chris also offered to take my team out to the hiking trails with his three golf carts and regrettably, we ran out of time and didn’t get a chance to take up his offer.

When I checked in to my hotel room, the receptionist asked me to choose an essential oil for the diffuser in my room. I thought that was a very nice touch! Also, I was welcomed with a nice plate of fruits and two bottles of sparkling water in the fridge. Those extra things given to me screamed ‘luxury’. I felt very VIP at that point. Also, continental breakfast was included with my room booking! Breakfast was amazing, I loved the fruits, baked goods and coffee/tea provided.

Brooke, the event manager, has been the saving grace throughout my planning process. She assisted me with the bookings/logistics (starting in July of this year) and noted even the smallest details such as getting a dual HDMI cable for two screens that I needed for my guest speakers’ presentations. Brooke was also very responsive to my emails! Sierra was also a huge help as well, both she and Brooke would check-in with me every day to make sure everything was running smoothly and always asked if I needed something to be printed for my presentations. It’s extremely important to have event managers that are responsive and helpful because offsites can be rather stressful when you’re constantly running around for your team/boss. Both Brooke and Sierra had made my week a breeze and reduced my stress level from 100 to 0.

Paula, the Director of Food and Beverages was a gem as well. She worked really long hours to ensure my team had everything covered for breakfast, lunch and dinner. These were 10-12 hour days so I really appreciated her help. I also applaud her for the agility in fixing problems. One of my colleagues had a long list of dietary restrictions and for some reason, was served the same food for lunch for THREE days in a row and the moment Paula was notified, she went back to the kitchen to notify Chef and the problem was fixed immediately.

Please extend my gratitude to Chris, Chef Denis for the AMAZING food and the rest of the Mount Alverno team for all the hard work.

A few minor hiccups: -In the guest suites, there are no hooks in the washroom which makes it difficult to hang bath robes and towels -The receptionist called me one night and woke me up at 10:20 pm asking me to turn off my TV because of two complaints. It was unprofessional of her to make that call without coming up to the floor herself to check if the noise actually came from my room (which it didn’t). I worked 12 hours that day and was woken up in the middle night – it was not the best night as I couldn’t go back to sleep afterwards.

What an amazing team! I highly recommend Mount Alverno for corporate events, weddings and family outings. This is the place to host anything because they have the best service. I almost want to keep this place to myself and not tell people but they deserve the recognition. Note that Mount Alverno only has 22 rooms so if you want to plan ahead, book a room in advance as they are...

Brides and Grooms BEWARE. Do not book your wedding here. Take it from a couple who spent over $50,000 at this venue.

Mount Alverno has all the potential in the world to be the best wedding venue in the province but the lack of communication and taking responsibility is a majour issue and I highly advise looking somewhere else if you want to avoid a lot of stress and frustration.

Where do we start? Sierra was the first venue wedding coordinator we were assigned. She was very nice in person and we felt like we had a good relationship but things turned south very quickly (after they secured our down payment) when we couldn’t get an email answer back. It would sometimes take up to a week to hear back on a simple question about the wedding venue. We brought this lack of communication up with her multiple times and she promised to be better but it wasn’t. This pattern continued for months and it made the wedding planning process so stressful. Our final straw was when we were only a few months out from our wedding and we e-mailed to confirm our rehearsal wedding date/ time. We had family flying in from the west coast so it was very important to secure that time so we could book flights. Sierra did not respond for over ten days. We finally had to get management involved and they assigned us another wedding coordinator but that was it.There was no real apology or compensation for the months of frustration we had to deal with. Only a promise from the owner Chris who personally guaranteed us not to worry and that everything would be perfect going forward.

Well fast forward to our wedding day. We paid Mount Alverno to pick up the bride and her bridesmaids in their sprinter van. They were supposed to be there at 1:30pm but ENDED UP SHOWING UP AN HOUR LATE. We had planned to do a first look and take all our wedding party photos before the ceremony started at 4:30pm but had to change our plans completely. Our photo/ video team charged $1000/hr and were just standing there waiting at the venue for the bride. Not to mention, when the driver finally showed up, she drove away from the bride’s house without securing the truck and all the brides/ bridesmaids bags when flying out all over the road. Did we get an apology? Nope. In fact, the driver blamed the bridesmaids for not securing the door properly.

Taking ownership is a systemic issue at this place. It starts with the boss Chris. We chatted with him the day after the wedding and explained what had happened. He told us not to worry and that we would have a meeting once back from our honeymoon and discuss everything. Think that happened? Nope! He’s not responding to our emails and not returning our calls. It’s honestly insulting. My wife and I never missed one payment and gave Mount Alverno over $50,000. This is not how you treat clients. We wanted to give this place a 5 star rating and don’t think I have ever written such a lengthy negative review but we think it’s important that future bride and grooms can be warned of what you’re getting into that YOU WILL NOT BE TREATED LIKE...