Brasada Ranch — Hotel in Redmond

This is an amendment to the below post. For the following reasons, I am changing my review from 2 stars to 4 stars. Within 48 hours of writing the below review, I received a call from the managing director. Because he took ownership, did not attempt to make excuses, his response to my review was immediate and he put forth direct action to ensure us that our next experience would be positive, we will be giving Brasada a second try. Thank you Duncan for your professional and timely response to this review.

Original Review (edited for character limit) We live in CO and had company visiting from overseas. We decided to splurge and stay at Brasada (July 2019). We rented a 3 bedroom house. The lights didn’t work in one bathroom and the air-conditioning in one bedroom. We were repeatedly told that facilities would arrive shortly to fix the problems--they did not. This happened multiple times. Each time we called the front desk, they said they had no record that we had called previously. The next morning when again they did not show up, I went to the front desk where again I was told that they had no record of our calls. I asked to speak to the manager. I did and finally a facilities person arrived to fix the lights and air conditioning. While speaking to this manager, I told him that our check in process had been difficult and confusing and that the service at poolside was incredibly slow. He promised to follow up with me on these issues. He never did.

Prior to arriving at Brasada, we called and were told that we could come early on the day of check-in and use the facilities, and that it was common for cabins to be ready early and that we might be able to check in early. We arrived at 12:30 PM. We were told the cabin was not ready yet but would be within about 45 minutes. They took our phone number and suggested we hang out at the pool and they would call us when the cabin was ready. They never called. We continued to check in with them every hour and continued to be told that it would be any minute now. At 4 PM, we were told our cabin was still not ready and they did not know when it would be. When we stated that the published check in time is 4 PM, they told us that was not a guarantee but only a guideline for when they actually started the check-in process. Huh? After we continued to whine, they finally got us in to our cabin at 5 PM. Each front desk person we spoke with contradicted the previous person. If they didn’t know the answer to a question, they just said "I don’t know, that’s not part of my job."

We had a hard time getting drinks at the pool because we couldn’t find wait staff. The waitress that did help us was very nice but told us that they were almost always short staffed and that it was common for wait times to be long. It goes on...

We had dinner in one of their restaurants. The service was awful! It was incredibly slow and some of the food was cold when it got to us. The waiter seemed irritated and frazzled. Our drinks did not get refilled. We were planning on having dessert, but the waiter never offered and because dinner had taken so long, we gave up and left. Later that evening three people in our party got symptoms of food poisoning, one of them ended up in bed the entire next day. I will say the food and beverage manager did call me back and was very forthright and honest about their staffing issues. He actually took ownership and stated that obviously they were not training their staff well enough. He also stated that it was hard to keep staff because of the distance from Bend. Hmm. Maybe Brasada needs to pay their staff a wage that makes it worth while to drive out there?

Upon return home I received a form from Brasada requesting feedback on our stay. I spent quite a bit of time writing a reply detailing our issues. I never heard back from them.

This is a five-star resort in price only. Okay, it is very beautiful, but I have had better service at a Motel 6. I regret that we spent a month’s mortgage on a couple of days at Brasada. It won’t...

I have never left a vacation early. This is a first. Based on the reviews, my wife and I looked forward to our stay for months and we were disappointed from the moment we stepped foot inside the Ranch House. There were two receptionists who ignored us for over ten minutes while they were on the phone. Never a good sign. We checked in, dropped off our luggage and went back upstairs to the restaurant for dinner. We ordered a bottle of Argyle Brut. The server brought three different bottles of red wine and said she couldn’t find the Argyle. So we ordered a bottle of sparkling rose instead. We saw her pop the cork and spill a not insignificant quantity before bringing it over and pouring it… warm. She apologized that the wine had been stored in a hot closet under the bar. What 4 or 5 star resort does this? This despite a bank of (empty) under counter wine fridges at the restaurant’s entrance with locks on them. The server then brought out a marble wine chiller and I tried to explain that while not a physicist, my grasp of basic thermodynamics told me it would not be sufficient to cool the wine. We tried putting ice water in the chiller but it was not water tight so it poured water all over the table. All the while numerous children under the age of ten were screaming at the two tables next to us. We had been told the Ranch House was adults only, apparently wrongly. The server took the rose off the bill, so we called our first attempt at dining a push. We were tired so we went back to our room, which was a spacious suite. We then became aware that this $500 per night suite is directly under the restaurant and you can hear guests talking, footsteps, chairs dragging, etc. every hour that it is open. The lovely patio was ruined not only by this racket from above, but also because it is directly across from a wooden trestle bridge on which golf carts rumble past constantly. We retreated back inside because of the noise and because the wifi signal doesn’t work under the corrugated roof separating the patio from the restaurant, so we couldn’t FaceTime home. At this point I just wanted a drink so I went to the General Store across the parking lot, only to find that it closed at 7 PM. My wife bought a six pack of beer from the restaurant for $36. So not off to a great start. Night two we thought we had reservations at the Range Restaurant, but learned that we were mistaken and it was closed that night (Tuesday). We spent the day at the adults only pool, which was nice, though there was no beverage or food service because of COVID. Our third night we had dinner at the Range Restaurant. They had a band playing over which you couldn’t hear yourself think. We ordered the Argyle Brut again just to see if anyone there knew that sparking wine is supposed to be served chilled, and thank goodness, they did. The appetizers were excellent. Then they brought me my salad. It was gritty. I looked at the hearts of romaine and there were visible chunks of dirt on it because they hadn’t washed it. I haven’t sent a meal back in my life except for a hot dog that had a chunk of glass in it back in childhood. Another first for fine dining. Back at the suite, I continued to have to get up every time my wife used the toilet because the handle stuck and it would run. I kept reminding her to jiggle it, but in her defense, she would forget because she lives in a house with functioning toilets. The fourth night we had dinner at Brickhouse in Redmond, which was excellent. By comparison the food and service were so good we left a 35% gratuity. Then back to Brasada, where the final straw was the next morning when the hot water quit working. They offered to let us shower at the spa/golf club. We declined and told them we were done. I believe we paid about $500 a night for this horror. I will never, ever go back. You could not pay me to...

My husband and I just returned from Brasada Ranch, and I genuinely can’t believe this place is marketing itself as a “modern high-desert, luxury retreat with stunning views.” We’ve traveled all over the world and stayed at true luxury resorts — this place is nowhere near it. Not even in the same league. To say 4-star is a joke. ||We booked an “adults-only” stay in one of the bungalows expecting peace, service, and sophistication. What we got was a ghost town with closed restaurants, absent staff, and frustrating service — especially on Mondays and Tuesdays when nearly the entire resort shuts down. I’m not exaggerating: spa, golf restaurant, pool service, and even some dining options — all closed. The only things open midweek? The children’s pool and the Ranch House, which has a tiny, repetitive menu.||Three weeks before our stay, we called to book a couples massage and horse make riding. They told us they were fully booked — not a single time slot available. They miraculously “fit us in” for massages, although not couple (they have no couples room) on the very last appointments of the day, on the day we arrived. The massage itself was forgettable, and when we finished, the spa was basically shut down — no staff in sight, locker room lights off, no lounge access. It was honestly uncomfortable and not relaxing at all.||The “adults-only pool” was another massive letdown. It’s literally an old lap pool next to the tennis courts that they rebranded. Even when it’s “open” (which it’s not on M/T/W), there’s zero staff presence — no towel service, no food delivery, no drinks, no one to help move umbrellas. My husband and I — along with other guests — were dragging around massive resort-grade umbrellas ourselves in the heat. For a place claiming to be luxury, that’s just unacceptable.||The bungalows were nicely designed, but housekeeping was basically nonexistent. They made the bed, swapped towels, and that’s it. One day, my husband poured red wine down the bathroom sink — it stained the bowl — and housekeeping came and left without even wiping it down. There’s also no real room service, which is insane for $900+ a night. They try to “make up for it” by dropping off a breakfast basket each morning: 2 tiny chia seed puddings, four miniature pastries, half-full juice bottles, and a small fruit cup. That’s supposed to feed two adults. Needless to say, we were starving and constantly trekking back to the Ranch House to find something — anything — else to eat.||Dining overall is a massive issue. We planned our golf day for Sunday specifically so we could try the golf-side food window. When we arrived, they told us, “We didn’t open yesterday so all we have today is a few hot dogs.” I wish I was kidding.||Now, to be fair — we loved the golf course. It was beautiful, well-maintained, and a genuinely enjoyable experience. We were so bored and frustrated with everything else, we actually ended up golfing twice — and that was the highlight of our entire stay - and also the most expensive thing to do at the resort (lol). ||Final takeaway: The service is untrained and uninterested. The resort infrastructure is weak, disorganized, and feels like it’s running on skeleton crew. If you’re a family looking to rent a cabin and cook all your meals, maybe this works. But if you’re a couple looking for a high-end, relaxing, adults-only retreat — do yourself a favor and go literally anywhere else.||We came looking for luxury. We left hungry, irritated, and confused why this place has the...