Nemacolin — Local services in Wharton Township

The property is absolutely beautiful, but service ruins the entire experience. I booked Nemacolin for a birthday weekend and we stayed at Falling Rock, the adults only property. The check in was good and a few things were high lighted to do around the property. I knew from booking that this hotel that a champagne cart and apps were part of daily happy hour. We went to the Amber Bar upon arrival at 4:30pm and Alex was behind the bar and did not greet us. We asked about happy hour and she asked what we wanted. We ordered two drinks. She made no mention of champagne or anything happy hour. She asked us our room number to charge the drinks. My husband asked if they had any snacks and she said she would go ask the bartender, yet she was behind the bar and was serving drinks. She ignored us but was busy talking to what looked like some regular golfers that came in often. She was making sure they were taken care of. A guy came out and brought a tiny plate to us and the food was cold. He sat it down, did not tell us what it was and walked off. There was no champagne cart. This started our experience off terrible. When we got to our room, there was a small cake for my husband’s birthday which was a nice touch. I had booked my own reservations for dinner in advance both nights, no one ever reached out to offer us help to book reservations of things to do on property. We walked around the property ourselves and then headed to Gusto. The service was better at Gusto, although they were out of the pasta that we ordered. They replaced it with a different pasta and it came out cold and hard. We did not complain, paid our bill and tipped 20%. Breakfast was included in our stay at Aqueous and that was the best part. Both mornings the food was good and service was good. Moiesha served us both mornings and was very attentive. We went to the pool at Falling Rock on the 2nd day and it was filled with people who were staying at the other properties. Falling Rock’s pool is supposed to be for Falling Rock guests only, but others from The Chateau and The Grand Lodge were there. There were no seats except for chairs sitting outside of the cabanas. We went and sat down and the bartender came running over and said we couldn’t sit there unless we wanted to rent a cabana. We weren’t inside the cabana, but sitting on a chair outside of one. No one was renting any of the cabanas and there was no where else for us to sit. He told us it’s first come first serve yet people were there that were not supposed to be at that pool. They were not asking for room numbers or else this could have been avoided. They had no help at the pool and after we eventually found one chair when someone got up, the people beside us ate lunch and their tray of dirty dishes was left sitting beside us for hours. No one ever picked it up. As you looked around dirty trays and drink cups were laying everywhere. You aren’t supposed to have glass at the pool or bring your own drinks and a group of women kept dropping a bag they had where they had their own bottles of wine and glass bottle beer. It was annoying because they kept knocking it over and no one ever addressed it. They should not have brought any of that in and it was a hazard because they could have broken the glass when they kept dropping their bags. We eventually went inside where the bar was a disaster with dirty drink glasses everywhere and no bartender in site. | The Butler service sounds great but they did very little. I asked for more water in the room one time and they brought it. When I tried to call to request other things the front desk answered and said they would tell the Butlers but then more water never arrived. The only thing they did nice is when I ordered a bath and they did have that ready on time. My husband and I went back to the bar for happy hour on the 2nd day and had to inquire about champagne. Alex was at the bar again and was not very friendly. She said we could have one glass of prosecco and my husband wanted a beer so she gave him a bottle and brought him the tab. He asked for snacks and she said they were making them in the back and they weren’t ready yet it was after 4pm and happy hour is supposedly 4-5pm at Falling Rock. She eventually brought out one tiny pierogi for each of us. Other people arrived at the bar and were very irritated as they asked about happy hour and Alex told them there was no happy hour. They said the hotel was misleading in what they were selling to guests. Alex said she would give them a glass of prosecco but nothing else. They asked for apps and she said there weren’t any ready and they would have to wait. They were very agitated with the service and told us how poor their experience has been. We went to Fawn and Fable for dinner that evening and had very bad service. The table we were sat at was horrible and it was unsteady and kept moving around. We brought this to the server’s attention and he told us to slide down to the next table. We literally just slide down the booth area to the next tiny table. Then they sat people right beside us who also complained about the table and had to be moved. Another table on the other side of us had a wobbly table and complained about it and yet none of the tables were ever addressed. We ordered appetizers and the surf and turf for two. The steak came out and was overcooked and cold. It was sliced up already and had clearly been sitting in the kitchen for a long while. This was the second night in a row with cold food. Our server never checked on us and was very dismissive. To spend $400 on dinner and get cold food, bad service and a bad table is terrible. We were never addressed by our names and my husband’s birthday was never acknowledged either night for dinner even though it was noted in the system. Every time we would be in the lobby of Falling rock, there was never any employees. No one was ever around if you needed anything and it always felt short staffed. ||To spend $4,000 for two nights (not including the cost of food or activities), you don’t even come close to getting your money’s worth. Yes the properties are beautiful, but it’s the service that lets you down. Breakfast was the best and the price of it was included in our room. The rest of the food was overpriced and not good. Happy hour was non existent, butler service is sold as one thing and actually very different than what you get. ||For someone that is used to staying at Ritz-Carlton’s and has traveled the world to many amazing places, this is a massive let down. Don’t spend the money to go here. You will be disappointed. I wish I had of shared my poor experience with management, but there was never any management around and when we left to check out there was no staff at all to speak to. An overall let down and...

My fiancé Matthew and I had checked into Nemacolin Woodlands Resort on Friday, August 21, 2020 to celebrate our 11-year anniversary. Due to COVID-19 & the pandemic we had postponed our wedding to 8/21/21. Upon booking, Matthew stated that this was our supposed to be wedding weekend, but no one mentioned or said anything to us upon check-in. Upon arrival, we had our temps checked at the front gate for our safety. The women checking us in was very nice and but talkative. We were greeted by our butler Jordan who grabbed our luggage and we proceeded to the elevator. We had booked the Chateau Layfette King Room on the top floor with our own private butler service. When entering the elevator to head to our floor, our butler Jordan asked for our room keys. We then realized that the woman checking us in had FORGOTTEN to give us our room keys because she was so talkative (we thought Jordan may have had the keys since we were on the private floor). We then had to back track to the check-in desk to obtain our keys. Our floor & room were very nice! The room was stunning & spacious (but no bottle of bubbly like staff said there would be upon booking). The view from our room on the top floor was amazing with your morning coffee. Sat morning we ordered room service for breakfast. I ordered the Blueberry waffle which was delicious & my fiancé ordered your basic breakfast (eggs, sausage, bacon, English muffin). This was THE MOST expensive breakfast we have ever purchased in our 11 years together ($90) & they forgot Matt’s bacon & sausage. He called down to room service and reported that he did not get his entire breakfast. They then stated they were sorry for that and it would be sent it right up, so we waited but it never showed. Later on in the day, we noticed a bottle of Prosecco in our room with a blank card and some chocolate covered. We figured that maybe staff had bugged our room and heard us talking about how there was no welcome bottle to celebrate our supposed to be wedding weekend when we first arrived. We never really thought anything of it, then facetimed with a couple of our best friends to tell him them about our weekend getaway so far. It turns out that our best man from our wedding party had ordered the bottle of Prosecco and the chocolate covered strawberries for us & the resort had placed a BLANK card in our room. We clearly didn’t know who this was from (as we thought it was from the hotel). Our friends then had to call the resort to complain about the missing card (& they were wondering why we didn’t say thank you to them when talking about the bottle in the room). We then went to our wine cellar tour, came back to the hotel room, and we then had a card in our room that addressed that the bottle of Prosecco and the chocolate covered strawberries were from him. Matt and I had dinner reservations at Rockwell’s for dinner that evening. We both ordered the filet (medium) along with a side of French fries and mashed potatoes as our main course. Both of our steaks were undercooked and had to be sent back because of how raw the meat was. After the amount of money that was spent for JUST a weekend at this fancy resort, I would have expected so much better. This was supposed to be one of the most magical weekends, our room was over $1000 a night with a 2-night minimum and now I don’t know if I ever want to stay anywhere this fancy if this is the kind of service you can expect. The amount of money they charge you for food in this place is insane with all the mix-ups that came along with it. We are both very culinary skilled in the kitchen at home and this was a major disappoint to us. We really expected better from this place after spending almost $3000 just for a weekend. Our butler Jordan was THE BEST part of our experience. I know there is a pandemic going on & maybe this is why the service was so bad? If that is the case you guys should remain closed until you can give your guests the experience...

⚠️Not the Place it used to be. It's more like and "upscale" Holiday Inn disguised as a five star resort !!! 😢I don’t know what has happened since my last stay, but this place has sadly gone down hill in ways I never expected. If you aren’t used to 5 star resorts then you probably will think this is a great place. If however you are accustomed to higher end hotels and resorts, you can not possibly be impressed with any part of this once great resort. My experience at Falling Rock turned out to be a frustrating nightmare, and I had hoped it was just a series of unfortunate events. Now seeing what has happened here, I realize it was just the beginning of a downward trend, and the obvious lack of good management. That is if anyone is managing it besides the abundant, poorly attired teenagers who work there. I feel as if The Greenbrier may be sponsoring a team of management to work here and sabotage the place. While the Chateau has maintained it’s beautiful appearance, and even the Woodlands has been somewhat upgraded, the “quality” and attention to detail has been lost. I have to say I was almost in tears, as this place used to exceed my expectations, however during this visit I realized it is nothing more than appearance. The staff seems to have turned into all teenagers, who of course have no idea how to provide the level of service one would expect at such a resort. I was even sadder to have conversations with managers, who were unable to converse at the level one would expect at even a four star resort. I felt more like I was at a Hilton at best. Lol They had a sixteen year old making espressos at the cafe, who obviously had no training how to actually make an espresso. I’m afraid knowing how to work the machine does not qualify someone to be a barista. This might fly at a small town cafe or even pitiful Starbucks, however this should not be the case here. I would love to see them serve this to a BH or OC customer, I know Bette would throw it back at them. I was polite and simply threw it away, this would not be the case with most of my friends. Our food at the Tavern was pitiful bar quality food at best. It was cold, of terrible quality, and the breads were dry and fell apart. I thought maybe it was just us, however two tables around us turned their food away over temperature as well. I asked the manager if Maggie had passed away or if the resort had been sold, as I could not imagine her tolerating this horrific attention to detail, and pitiful representation under her watch. The manger herself was sloppy and presented as you would expect a manger of McDonalds to appear. She informed me the Tavern was one of Maggie’s favorite places, as she enjoyed the grilled cheese there regularly. Lol. If that’s the case, then maybe this all makes sense. Maybe Joe needs to step back into control as his daughter is the one with no taste, literally and figuratively. I am greatly saddened by his experience, and by having to even write such a review for a place that at one time was so grand. If Robin Leach was still alive, he would take back everything he once said about this place, and take a giant Shit on the front lawn; Which is quite beautiful I might add. 😢😢😭😭😭😭 Much like the older Range Rovers, there’s nothing more than appearances here, and you’ll end up disappointed and sad you wasted your money. Maybe the same investors who purchased and saved Range Rover will do the same here ???? 🤔😂. If I’m not mistaken Rod Stewart was a guest performer here for a special occasion. I think he needs to come back and sing “Wake Up Maggie”. Sorry I had to laugh after such a sad experience.😢🤔 Oh and sorry Maggie is Joe’s daughter who is now the owner of the resort. Sorry for your loss though. Mr Hardy was an amazing and...