Emerson Resort & Spa — Hotel in Town of Shandaken

I wish I could give zero stars. I was attacked at this place while I was there to "relax"....I ended up in the hospital. Please see my trip advisor review listed by "Victim825" --as august 25 was the day that would define the rest of my life. The staff there attempted to cover up the assault, claimed it was reported (IT WAS NOT) --I ended up in the hospital--I had a a massive blow to my eye which has left my vision permanently damaged for life. how did the emerson deal with it? ohhhhhhh-- CHARGED FOR AN EXTRA NIGHT STAY...LOOK at trip advisor where they claimed i DID not want to go to the hospital..... I ws lying on the ground bleeding with a crowd of people around me, did not know what had happened and was in shock. A GUEST walked me to my room, where i then called the front desk asked to be taken to the ER and they told me nobody could take me until the morning, and the ambulance would not come there...I should have called 911--yes..look I could have maybe done that in retrospect. But as my counselor told me when I was later being treated for PTSD--I was in shock and needed help. Not only did I not get help---nobody apologized to me or tired to assist me. I was attacked by a crazy person I did not know. I had to drive back to the catskills (taking time off from the semester at columbia) and report it. I WON THE CASE--you can google it in the shendaken online crime news. It's so insane these idiots say that any of this was my choosing. WHAT I DID CHOOSE TO DO WAS TURN DOWN A FORMAL BRIBE for 1500 dollars asking me not to post about this online. I told them to please use that money to appropriately train staff to deal with a crisis situation. ALL GUESTS should have rights to be taken to the hospital if they are attacked. --beause guess who I later found out my attacker was--WOW --a member of the grooms family who had a history of behavioral issues. OF course the EMERSON wanted to cover up. I was there alone. They decided they were not gonna call the cops on a member of the groom's family.Across the board, from the hospital to the police and court system, people were floored that the EMERSON had NO POLICY FOR GUEST SAFETY. I have sent the bribe letter to many people and am happy to send it to many more. I do NOT WANT ANYTHING EXCEPT FOR THIS PLACE TO PROTECT ITS GUESTS.Thank you to all who have read the Emerson response and verified that it is a pathetic account of what so clearly happened. I ask you--if you believe in justice and human rights--ask them to get a policy on SAFETY.Withdraw your business from this place. I will never get my vision back, but I would have not as likely (according to my psychiatrist) have developed PTSD that has persisted for 3 YEARS now.--if I HAD SUPPORT. after an assualt a person needs 911 and crisis counsel. I was denied it , then the establishment not only did not take responsibility (although they had to admit things happened at all because I won the court case and the newspapers documented it) NO MORE CRIME AND VIOLENCE COVER UPS! Make a difference and take your business elsewhere. Then they might change. God bless. Thank you all for so...

First I want to say this resort is beautiful, the rooms are elegant, and the ambiance was perfect for a mountain family wedding, which we attended this weekend at Firefox Mountain House. I also want to say that I experienced 4 hours of the most unnecessary stress of my weekend strictly because of this resort. We arrived Saturday at 11am with our 1.5yo for a wedding, which started at 5pm. We immediately checked-in and politely asked if it was possible to get into our room as early as possible to get our 1.5yo for a nap so she didn't crash the wedding ceremony/reception. The front desk politely informed us that their guarantee for room access was 3pm, but they would notify their housekeeping staff. It seemed like all steps were in motion, and we proceeded to enjoy the grounds and lunch at their adjoint cafe (delicious rueben sandwiches btw!). At 1pm we walked by our room and saw that housekeeping was indeed cleaning our room (thinking hoorah! we'll get her down by 1:30-2 at the latest), we asked to be notified immediately when the room was done, at which point we were told that the housekeeping management had to "check off" the room before we could get in. We reminded them we were waiting to put the baby down and to please contact the HK manager. We were told they would inform management. At 1:30 we saw housekeeping leave our room. Again we asked to get into our room, still received the answer about management needing to check the room out. At 1:45 we brought our crying baby to the front desk and asked if it was possible to expedite the process as we needed this little girl to nap before the wedding. Same answer. At 2pm my father-in-law proceeded to talk to front desk and asked the manager to call him asap, he received the same answer. At 2:30pm my mother-in-law proceeded to the front desk and firmly planted herself in front of the staff until she received the key to our room. Needless to say our overtired 1.5yo didn't fall asleep until 3:30, got an hour nap and we almost missed the start of the wedding ceremony bc we had to rush getting her dressed and driving ourselves to the venue since we had to miss the party bus due to this nonsense. At a whopping $450 per night, this was completely and utterly unacceptable. I have stayed in hundreds of hotels where I have arrived early, and have never had to wait more than 30 mins to get into a room before check-in time; this is called guest accommodation. And all of this because a manager had to make sure our toilet paper was folded into a triangle?? Again, beautiful hotel, horrible service to families...

Zero stars for the spa. I spent $450 for a facial and massage. During my massage I suffered first degree burns on my arm due to unprotected rubber pads the therapist put under my shoulders. When I checked out, I asked to see the spa manager to receive credit for the massage and was told there wouldn't be one available until Tuesday. My burn was still clearly visible but no one asked to take pictures or examine to document. One young lady standing at the spa desk acknowledged the pads should have been covered by towels to prevent burns as "they are very hot" By the time I heard back from management after returning to my home state, the burn had faded and they demanded a picture or doctor's note in order to receive credit. The spa failed to protect me from injury during their service, the staff failed to get the evidence they needed when I told them about it which was still clearly visible at the time of my complaint. Very poor service, very poor customer service and very poor management to fail to have a manager on site at all times when services are occurring. Shane on you! I will be combing through the pictures from my niece's wedding to provide the proof you need to give me a credit for your poor service since your staff failed to document my injury at the time of my complaint and my word is not enough. The owner's response to my review is incorrect. At the time, I checked out from the spa treatment, I assumed the red spots on my arms would fade as I had just finished treatment. They did not and when I mentioned my concerns the next day at the time of check out, I asked to speak to the spa manager because I wanted a credit on the spa due to burns and was told there was not a manager on site nor did your staff ask to see my injury. At the time of my check out both your front desk staff and spa stall were aware of my concerns and I never told them I "just wanted them to know": I told them I wanted a refund for the massage only and they said I had to speak to a manager and there wasn't one on site. I also only stated rubber pads because that is what the young lady at YOUR spa desk told me and said they should have been covered by towels or clothes. I also did not "demand" a "full refund" as the facial I received was excellent. I ASKED for a refund for the massage portion ONLY because of the burn. Nice try shirking your responsibility for your customers' safety but your...