The Ahwahnee — Hotel in Oakhurst

Checking out and was planning to have breakfast before leaving The Ahwahnee. The dining room in the hotel. All week, we ourselves had breakfast and witnessed others check-in for the same. The cavernous room had just four tables seated at 8 AM this Saturday morning. The host asked if we had reservations. No. We, like most, don’t plan our schedule THAT tight. It’s breakfast. As background, we have stayed at the Ritz-Carlton and similar caliber establishments. NEVER in our lives have we been required to have a breakfast reservation as hotel guests. On the odd occasion we sample another hotel’s breakfast where we are not guests, we will. Sandy Lane in Barbados is one example—true refinement! But I digress. The Ahwahnee host stated that we didn’t have a reservation and there was going to be a wait. No problem. I went to take a seat in their receiving area while they verified best seating for their staffing and the like, anticipating 5-10 minutes. As my wife remained at the podium, I thought maybe the wait was going to be momentary so I rejoined her there. Her remaining there was due to waiting for another couple to receive the news about not having a reservation and there being a wait—she wasn’t actually in conversation with the host as I had thought. When I rejoined her momentarily, she was starting to receive the same details. It was going to be 40 minutes. While there were only FOUR tables in use and legions of unfilled tables, and while I internally felt this was ridiculous overadherence to protocol for the sake of protocol and effect, I said nothing. It was evident this host needed this power trip to help his self esteem. I would add and stress that we were hotel guests, having stayed six nights, not walk-ins from elsewhere. Previously that week, conspicuous signage stated that walk-ins would be accepted from hotel guests only. This signage itself laid bare that walk-ins were typical and ordinary.||||The host went on to say he could put us on the “Wait List”. Not joking, that’s a quoted phrase. I wasn’t aware there were rare breakfast elements to which we were about to be exposed that would necessitate this level of red tape. Step aside Ritz Carlton, the Yosemite Valley has a new king in town. My wife, who I must underscore has never offended anyone in her life, turned and asked me in a polite tone, “Do we want to wait or check out and go elsewhere?” I simply said, “Let’s go elsewhere.” No profanity. No side eye. Nothing directed at the host. Spoken to my wife. If they can have a 40-minute wait policy for a vacant breakfast dining hall and static breakfast menu, I have the right to reply to my wife without scurrying off in shame for deigning to show up unannounced; my wife who unbeknownst to this asinine host, has metastatic cancer. Well, things were still not lost. If he had said, “Apologies” even half-heartedly or “Let us know if you change your mind”, no problem. We would have been frustrated at circumstances but not every hotel has basic service in their mission statement. No. His response, with amusement and self-satisfaction that was droll and unmistakable in its tone was “That’s fine”, happy that he was able to deny timely breakfast to well-meaning guests at the hotel because we didn’t cow-tow to this baseless, newly-invented protocol that did not exist all week. Yes, now we have a problem. ||||More background on who we are and how we comport ourselves. While well-traveled, we don’t bother the hotel staff or request special treatment ad nauseum. We like quality but don’t abuse the privilege. In six days, we only had our room cleaned once. We left the ‘Do Not Disturb’ out the other 5 days so as not to be a bother. We don’t ask for extra towels, let alone steal them. One refill of water/beverage with dinner at most and we’re happy campers. We’re quiet. No kids. We address everyone as ‘Sir’ or ‘Ma’am’, which was conspicuously absent with this host and many other staff. The only intrusion was asking for a bucket of ice on multiple days (it’s July and we’re active outdoors). If they had an ice machine on each floor like virtually every hotel, they would likely have never known we were there. We tip WELL, even with this interaction (20-30%—The staff live in the Valley and are often disadvantaged by having to buy supplies from the ‘company store’ at near tourist rates), depleting their net earnings. We like to think we epitomize low maintenance, not running the staff. ||||Had the host let it go, this post would not be written. We might have still overlooked numerous shortcomings because, frankly, low standards is the world in which we live. But since the dining room host wanted to die on this hill of pretentiousness, let’s go ahead and kick all the tires at the Ahwahnee, shall we. The elevator was down multiple days, forcing a climb four stories to our room and often using the stairs to descend. The pool was closed two days and unavailable because of a ‘chemical imbalance’. I’ve experienced venues preemptively reducing charges when promised amenities were not available. This demonstrated accountability and keeps them striving for a standard. Do you think this occurred? (Now I’m laughing. Of course not.) Onward with The Ahwahnee’s shortcomings. Our bike rental was cut short when their cheap rentals had a stem split with seat collapse while riding. Thankfully, I was not injured but we had to walk the bike back to the hotel. No refund offered, none requested. It’s July—they have three water dispensers, almost always empty. I’m not a Hospitality Management major, just someone with common sense. If I were interested in pleasing guests where the rubber meets the road, so to speak, make sure this trio of refreshment are tended. Have these water dispensers checked every 30-60 minutes. Buy the necessary spare reservoirs and have them filled and ready. Quick and easy. Cool, crisp water being available when guests are headed out for a hot day in the Valley is memorable. And to come full circle by shining light back on Dining Services, a guest MIGHT accept such haughty derision and attitude if the institution were elite and holding itself to a lofty standard. But no, The Ahwahnee has been doing little better than a Golden Corral for well over 3 years with its buffet dinner service, using the tired excuse of ‘renovations’ as the reason a guest can’t be afforded a true dinner menu. Dinner is formulaic and comes with a hike to the buffet. Unless you are becoming the next Greenbrier Hotel with subterranean excavations, just admit you’re slipping. Yet it continues to charge room rates disproportionate to its offerings. ||||The hotel likes to boast its famous visitors as a notch in its belt. President Kennedy stayed there. I would remind the Ahwahnee that JFK didn’t accept a salary as President and stressed a career that incorporated service. He brought a level of humility to the highest Office in the land while trying to elevate others. Your guests work all year so that we might find a little respite from tedium while recreating in your space, to be cared for and receive basic service in an atmosphere of respect. Being pampered is almost unknown anymore but is a measure of greatness in Hospitality Management. After the host’s insult, we reported him and the dining room manager was called. Service recovery 101, listen to the complaint. That might work alone if it was a fly in one’s soup or an innocent avoidable mistake. This was purposeful and unprovoked attitude. If you don’t want to serve people at a basic level, and it keeps you from containing this disdain, please consider leaving the industry. ||||Let’s do a little Devil’s Advocate to be fair and transparent. Upon hearing of the host’s behavior, we were immediately seated by the manager. We curiously watched for additional parties that might enter the dining room room for seating. It’s possible that there were a dozen parties due to arrive at 8 AM and we would add to a sudden log jam. None of that occurred. Even if higher weekend volumes are seen in summer, schedule for this or say “Please give us 5-10 minutes. While you may not have a reservation, let’s get you situated. Okay, we’re ready for you now. Right this way, how has your stay been so far?” The scripting is easy and prevents making an issue where there shouldn’t be one. Again, breakfast reservations are virtually unheard of. A couple small parties arrived for breakfast, leaving staff with ample time to serve their guests and, in our case, do damage control for their host. If nothing else, all the host seemed intent on doing, aside from stroking his own ego, was depriving his wait staff of tips for their work by limiting patrons. ||||The Ahwahnee seems to be a relic of its mid-20th century zenith, preserved from fair market predation and allowed to survive by a lack of competition. Its reputation is peeling like its painted cement exterior. Some advice for the Ahwahnee. I have been a professional sought out wherever I have worked. When relocating, I tell myself the following-“They don’t know you at this new location. You have to earn it all over again. Don’t get cocky. Continue to serve and do solid work.” Truly great institutions, organizations, and yes, hotels, don’t rest on past reputation. They prove themselves every day. To be more pointed, as this again was just unprovoked rudeness and contempt, if you are going to ‘poke a bear’, stick to 1 of the 350 in Yosemite Valley’. I am not the one. I may be kind to a fault most days, but when that poor treatment impacts my wife as we try to make memories with her health issues, you will see somebody that is not going to tolerate your nonsense and poor treatment, however clever you think you are being. It will be addressed as it was today. ||||Sadly, the serious missteps above (all Management level or trickle down from their decisions/management) detracts from the work of some kind souls putting forth top effort beneath their superiors. Alec and Dava in Dining were exceptional. It was great to engage with them as time allowed and learn about their journey. My wife had help from a young lady Thursday (10th) in the hotel gift shop and she sadly cannot recall her name. She worked...

The Ahwahnee is romanticized and I had a lot of high hopes, but it fell short in many areas. On the positives: nothing can beat the view and the amount of sunlight that you get around the Ahwahnee. The valet and dining staff were excellent. We drove our new Rivian R1S and were able to get charged up. Valet will rotate cars, but I did have to check-in and advocate in order for them to check on the status. That being said, they were very friendly and accomodating.

The Ahwahnee is undergoing a lot of rehabilitation, which is a long time coming. It's a historical landmark, so I can understand that NPS has a lot of requirements and hoops to jump through for simple repairs and maintenance. That being said, expect construction through next year. They've pushed back their rehab completion date at least two times. The Dining Room is closed. You eat in a buffet in the winter room and solarium, which is an enjoyable experience. However, construction workers have to work some time. We happened to be at breakfast and your watching and hearing construction. My 4 year-old loved it, so it worked out.

Some of the challenges we experienced were with the Ahwahnee concierge/front desk and bar staff. I get the sense they are understaffed and overworked, so there are clearly management issues.

For guests, the expectation at 4-5 star hotels is that your concierge can facilitate every guest need. For dining reservations, they just told us to go over to the Great Lounge. The minimum they could have done was at least forward the call over, so we can make a reservation. Any other 4-star hotel would have booked it on your behalf.

The bar staff was rude and not helpful. They seemed annoyed that we had asked for change, which was tip money intended for them and the rest of the staff during our stay. They didn't provide any alternatives either until we prompted them and they finally relented saying that we could go to the gift shop. The second request we had was for filling water bottle, which they expressed they were closing. We understand service jobs, but these are simple requests that wouldn't have gone unrewarded.

The hotel has a classic charm, but it very old. The rooms are generally well-kept, but could use improvement. I'm not sure if there is like a historical linen requirement, but they just feel rough. The rooms have a fleece blanket in the closet, but those should just be standardized for the beds. You want those rooms to convey warmth, especially in the fall/winter and when you force your guests to keep the windows open.

The air conditioning was broken and the HVAC system was on permanently on heat. Having the windows open with fresh air on any other day would be preferable, but NPS was conducting managed burns in the area. Our first night had moderate air quality issues and luckily we travel with an air purifier, which helped a bit. The expectation is that we could have closed the windows and used the property's HVAC unit for clean air.

WiFi throughout the property is horrible. You may have a solid WiFi connection, but I don't think they have a stable backhaul to their ISP. The Great Lounge is amazing, especially in the morning with a fire going. At night, staff needs to figure out their lighting situation. They use really cheap LED lights with very bad color render index and color temperature. The lighting feels like a 1970s doctor's office. It's like they mixed florescent lighting with regular lighting. It's harsh and make photos just look awkward. The expectation is a warm glow at 2700 kelvin or slightly higher. Another guest literally started turning off lights manually as we were trying to enjoy the fire.

Overall, there is just a lack of thoughtfulness as it relates to the management and maintenance of the property. The Ahwahnee has so much potential and it would have been great to have been there during its heyday. My recommendation to management is take a page of Disney's Grand Californian Hotel, which is an inspired by the Ahwahnee. The Ahwahnee isn't a great value for the money, but it could be a...

We stayed at the Ahwahnee Hotel from May 1st-8th it was a long awaited visit for a special occasion. I will start with the positive. The location is perfect and the views are absolutely stunning. There are numerous trails that start right from the hotel. The pool is clean and heated. The food is good. You are able to rent bicycles to use half day or full day right at the hotel. The hotel may be in need of some updates but it is a historical site and they are working on it. I truly enjoyed walking around and looking at all of the photos on the walls in each room. The rooms could use a little bit of a face lift, in the bathroom in our room there must have been a leak in the ceiling and there was just a large patch of drywall put up that you could see the stain around. It was almost surreal to have my coffee in the morning watching the sun come up over half dome. There is a small shop inside the hotel and there is a grocery store within walking distance. The dining room staff was fantastic. Everyone we encountered, every morning, was smiling, friendly and accommodating. The housekeeping staff was equally as friendly. Now for the negative. I have never and I mean NEVER been made to feel like I was such an inconvenience at an establishment that prides themselves on customer service and not to mention is not cheap at $700 per night. The concierge staff, the waitstaff in the bar, the valet. I have worked in customer service for over 20 years and I have never experienced this level of rudeness and lack of professionalism. Eye rolling, sighing, inappropriate conversation- loudly talking about menstrual cycles while I am pouring my coffee, on another day- an elderly gentleman asking if he could please order breakfast at 6:40 (when the doors open at 6:30) and the staff member loudly snapping at him and telling him "NO, I only opened the doors because there was a line and I don't have anything ready" At dinner and lunch we sometimes waited for 20 minutes just to be acknowledged at our table while sitting in the bar and this happened more than once. I am not talking about taking a drink order, I am talking about just someone simply making eye contact with us and saying "someone will be right with you" When we would go outside to retrieve the vehicle from valet Important!!!! YOU MUST VALET YOUR VEHICLE and I believe it costs $30 per day. They do not tell you that when you book your room, at least not us The valet staff would all be standing around having a conversation and we would awkwardly stand there for a few minutes until we had enough and would interrupt them and ask for our vehicle. Again, no eye contact, no pleasantries, always just ignored. The gentleman at the concierge was not friendly at all offering up very little information and just answering questions with a very abrupt 'yes' or 'no' we are also asked to "park down the road at the village store" when we told the gentleman that we had planned on hiking and camping two of the nights we were there (we paid for a room every single night even though we wouldn't be there) I'm not sure why we were asked that, if he was confused or if he was concerned about parking but still, we paid for our room that should ensure us a parking spot I would think. If you are a staff member and you are reading this I want you to think of one thing and I want it to truly resonate... You never know why someone is coming to your hotel, you never know who you will encounter or what they are going through. Maybe someone is there celebrating a milestone birthday, or an anniversary, or maybe just a nice little relaxing vacation, or maybe, just maybe someone is there to cross of a bucket list item because they have a terminal illness. YOU NEVER KNOW. Everyone who walks through those doors should be treated with the same respect and kindness. People save for months, maybe even years to see the beauty of Yosemite and just because you are having a bad day or may not be happy with your job you could ruin the experience for someone else. Thank you...