The Bertram Inn at Glenmoor — Hotel in Jackson Township

Coming through the area I thought I would stop for the night. They also had a spa so I thought I could get a massage. I also wanted to take advantage of their swimming pool and hot tub.||||I booked on Expedia and called them to book a massage when I got there at 4 o’clock. They told me that it would be $70 for the massage.||||I got there at 3 o’clock to learn that it was in a gated community. Who puts a fancy hotel inside a gated community. I pulled up to the gate and the security guard gave me total grief like I was some riffraff trying to get into the community. He said my name was not on the list. I told him I booked the hotel earlier in the day. He made a big fuss and held me up to let other people go through. Totally treating me like a second-class citizen. He finally called to the hotel and they went back-and-forth || finally finding my reservation. He told me to go on through as if it was a burden on him.||||I got to the hotel and there wasn’t a clear entrance so I went to the biggest door. It was nowhere near the lobby and took me about 15 minutes to find it. In this point I was almost ready to cancel but The girl checking me and apologized and said she was brand new. I was also really looking forward to my massage. I asked when the pool and Jacuzzi was closed, thinking like 10 or 11, and they said 8 o’clock. Then she informed me because of Covid I had to make an appointment and it was booked up until 7 PM. So I made my reservation thinking I could at least spend an hour enjoying the facilities. They then informed me it wasn’t open in the morning until after checkout. It keeps getting more frustrating. I asked them where their restaurant was and they said it was completely booked up and I couldn’t get in. I felt like a second-class citizen that I couldn’t even eat with all the rich folk.||||So I took my stuff to my room and went to the spa because it was time for my massage. The lady doing the massage was fantastic and the massage was very good. I went to a different lady to pay and they said it was $150. I told them when I booked it they said it was $70. She said that girl just started and she didn’t know what she was talking about. So I just paid it and gave the massage therapist a nice tip. It wasn’t her fault.||||So I went back to the room to get ready to go to the pool for my appointment at 7 o’clock. I got down there and the pool was full of people and kids with none of them wearing masks. I thought that was the whole reason for the reservation to the pool. I didn’t want to deal with that BS so I just went to the locker room where the Jacuzzi was. It was completely filled with old men none of them wearing masks. I’m not even big on masks but they made me do a reservation because of Covid and then it was a bunch of BS. I felt once again a stranger in a rich person‘s place and was told one thing to keep the riffraff out.||||At that point I went back to my room and packed up. I went to the front desk to put my key down and said I’m leaving I’ll be in touch. I called Expedia and after 20 minutes they made sure that they didn’t charge me for the stay.||||I have no idea why they would put a hotel in a gated community with million dollar homes surrounding it and then let other people come in to treat them poorly. Maybe that’s their gig. I don’t know. I felt like I was in an 80s movie at a stuffy country club with all the millionaires looking down on me as if I was the help. And I was treated that way. I own three companies and I am a successful business person. So this definitely doesn’t have anything to do with social status. This has everything to do with snooty people, thinking they’re better than other people, providing horrible service, and treating people horribly. I would never recommend anyone...

Coming through the area I thought I would stop for the night. They also had a spa so I thought I could get a massage. I also wanted to take advantage of their swimming pool and hot tub.||||I booked on Expedia and called them to book a massage when I got there at 4 o’clock. They told me that it would be $70 for the massage.||||I got there at 3 o’clock to learn that it was in a gated community. Who puts a fancy hotel inside a gated community. I pulled up to the gate and the security guard gave me total grief like I was some riffraff trying to get into the community. He said my name was not on the list. I told him I booked the hotel earlier in the day. He made a big fuss and held me up to let other people go through. Totally treating me like a second-class citizen. He finally called to the hotel and they went back-and-forth || finally finding my reservation. He told me to go on through as if it was a burden on him.||||I got to the hotel and there wasn’t a clear entrance so I went to the biggest door. It was nowhere near the lobby and took me about 15 minutes to find it. In this point I was almost ready to cancel but The girl checking me and apologized and said she was brand new. I was also really looking forward to my massage. I asked when the pool and Jacuzzi was closed, thinking like 10 or 11, and they said 8 o’clock. Then she informed me because of Covid I had to make an appointment and it was booked up until 7 PM. So I made my reservation thinking I could at least spend an hour enjoying the facilities. They then informed me it wasn’t open in the morning until after checkout. It keeps getting more frustrating. I asked them where their restaurant was and they said it was completely booked up and I couldn’t get in. I felt like a second-class citizen that I couldn’t even eat with all the rich folk.||||So I took my stuff to my room and went to the spa because it was time for my massage. The lady doing the massage was fantastic and the massage was very good. I went to a different lady to pay and they said it was $150. I told them when I booked it they said it was $70. She said that girl just started and she didn’t know what she was talking about. So I just paid it and gave the massage therapist a nice tip. It wasn’t her fault.||||So I went back to the room to get ready to go to the pool for my appointment at 7 o’clock. I got down there and the pool was full of people and kids with none of them wearing masks. I thought that was the whole reason for the reservation to the pool. I didn’t want to deal with that BS so I just went to the locker room where the Jacuzzi was. It was completely filled with old men none of them wearing masks. I’m not even big on masks but they made me do a reservation because of Covid and then it was a bunch of BS. I felt once again a stranger in a rich person‘s place and was told one thing to keep the riffraff out.||||At that point I went back to my room and packed up. I went to the front desk to put my key down and said I’m leaving I’ll be in touch. I called Expedia and after 20 minutes they made sure that they didn’t charge me for the stay.||||I have no idea why they would put a hotel in a gated community with million dollar homes surrounding it and then let other people come in to treat them poorly. Maybe that’s their gig. I don’t know. I felt like I was in an 80s movie at a stuffy country club with all the millionaires looking down on me as if I was the help. And I was treated that way. I own three companies and I am a successful business person. So this definitely doesn’t have anything to do with social status. This has everything to do with snooty people, thinking they’re better than other people, providing horrible service, and treating people horribly. I would never recommend anyone...

I want to take a moment and thank the general manager for ruining what was supposed to be a nice getaway for my wife and our friends. I happened to see their commercial on The Golf Channel for your Stay and Play promotion. It was advertised as the perfect getaway with pictures of a beautiful country club, lush golf course and women enjoying spa treatments. Had I known what it was really like, I would have never booked our stay there. Not only was this getaway a surprise for my wife, but it was also a surprise for her friends who stayed in room 202.||||From the misunderstanding with regard to the 12:00 noon spa appointments for the ladies, in which the therapists were 20 minutes late, and then had the audacity to charge the full price, to having no restaurant open to have breakfast on Monday, to not even having any live human being at the front desk when we checked in, the whole entire experience was so very poor and unprofessional. And then there was the more than 100 bugs bites my wife and I experienced in our dirty, dingy, smelly room with a lumpy mattress that was as old as Prince Phillip. ||||Being a business owner in the hospitality business myself, I would have listened to my customers complaints, taken it seriously and apologized profusely. Instead, they tried to cover their butts and got some generic bed bug inspection and essentially called my wife a liar by discrediting the legions all over our bodies that weren't there until we spent the night in their hotel. So maybe they weren't bed bugs, according to their forensic report. They were certainly some sort of bug that infested that bed and caused this condition to our bodies. I blame the General Manager Bob, because it was his responsibility to oversee the entire facility. What kind of getaway that promotes a relaxing get away, only has one restaurant open for dinner which was the very casual Scotts Grille on the day we arrived? It was completely ridiculous that they would spend the time and money on a beautiful television commercial when their facility clearly wasn't ready for guests.||||To say we will never be back and will certainly tell everyone we know about our experience is a complete understatement. For our friends and ourselves to spend a total of $840 for the room, golf and spa treaments for a 24 hour nightmare is an expensive lesson but one we will certainly learn from. They should be ashamed of themselves. Completely...