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We understand how important a good night's sleep is and are sorry that we were not able to address your concerns in a satisfactory way. We're glad to hear that you enjoyed our Vermont location and amenities of the property, but we apologize for the issue you experienced with the mattress in your room. Thank you for providing us with feedback regarding your recent stay at The Equinox. Needless to say, when I return to Manchester Vermont, I will not be staying at the Equinox.
#Manchester vermont equinox resort upgrade#
They didn’t offer for me to try a different room, potentially upgrade my room, or offer any form of complementary meal at the restaurant, etc. I understand the hotel can’t accommodate everyone’s preferences, but to flat out not even attempt to provide some accommodation or financial reimbursement was what frustrated me the most. Considering the nightly rate was close to $500 a night, I felt this was the bare minimum that they could do. She reluctantly refunded the $40 resort fee (it’s not clear what that fee covers except for two bottles of water in the room). I replied yes and that frankly for the money I was paying for the stay I’m surprised the hotel didn’t offer right away.
When I said I was disappointed that no accommodation was even offered, she seemed annoyed that I was even suggesting the hotel should do something and ask me if I expected some money off of the bill. Her response was that to reiterate that all of the mattresses were the same in the hotel, and that everybody has different preferences. I explained how we had another night of no sleep and that I was disappointed the hotel made no attempt to compensate. When I checked out the next day one of the women was there to check me out who I then learned was the manager. There was absolutely no attempt to provide any kind of accommodation or offer a form of possible compensation for the inconvenience. When asked if there was anything they could do they said multiple times there was absolutely nothing they can do and left it at that. They basically said all the mattresses were the same and they frequently get that complaint. All three of them were passively standing around as I talked to them.
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When I had complained to the front desk the next morning, there were three people working at the registration desk at the time. I recognize that not everyone wants a firm mattress, but it was obvious that this mattress had little to no support. The mattress was so soft that you literally sunk into it, there was absolutely no support. The issue I had with the service was a result of a complaint on the mattress in the room. There is also a spa and hiking trails on site. The rooms don’t include modern conveniences such as a fridge, safe, coffee marker, etc. The room was beautiful and well appointed for an older hotel. Close to all the activities on Main Street and various restaurants and shops. Lovely historic hotel in beautiful Manchester, VT. Our family getaway was wonderful and so is the Equinox.
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Special shout-out to Leah in the restaurants, we'll long remember her personal warmth and super professional hospitality skills. These folks seem to love their jobs - they're always smiling and happy to help.
And for the trifecta: the staff is terrific from check-in, to restaurants, to help from the front desk, to the gift shop, to speedy and accurate check-out. The food at the Equinox is sophisticated and very well-prepared, including the gorgeous fruit, cheese, and champagne amenity tray. We enjoyed dinner the first night in the Chop House restaurant, pricey and absolutely worth every penny and the second night had cocktails and bar bites in the Marsh Tavern after a hearty lunch in town. as is the much-appreciated all-day coffee and tea service. It was a great choice to come to the Equinox! The accommodations are perfect: up-to-date, clean, bright, spacious and pretty rooms and public spaces are large, warm and welcoming, the blazing fires in the fireplaces a really wonderful touch during these wintry days and evenings. Last week my siblings and I took our mom for a two-night stay to celebrate her 90th birthday.
Hotels near Southern Vermont Arts Center.Hotels near Museum of the Creative Process.Hotels near Manchester Arts Studio & Gallery.Hotels near The American Museum of Fly Fishing.Hotels near Green Mountain Falconry School.
Hotels near The Equinox Golf Resort & Spa.
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