A Disappointing Experience During Our Return Visit
This was our second stay at The Henderson, with our first visit taking place approximately seven years ago. Unfortunately, this time around, we noticed a significant decline in the level of customer service, which left us feeling disappointed and...
Read MoreA Disappointing Experience During Our Return Visit
This was our second stay at The Henderson, with our first visit taking place approximately seven years ago. Unfortunately, this time around, we noticed a significant decline in the level of customer service, which left us feeling disappointed and dissatisfied.
Our experience began immediately upon arrival. As we approached the entrance, we were greeted neither by a warm welcome nor any acknowledgment from the doorman. Instead, his only repeated instructions were that we needed to check in first and then bring our luggage inside, rather than allowing us to check in and handle our luggage at the same time. We were left confused and unsure of the process. His behavior was off-putting and, frankly, unwelcoming. We opted not to use the valet service because of this interaction. While I don’t recall his name, I do remember he had a distinct accent that may have been Russian.
Inside, the lack of warmth continued. I approached the front desk where I was met by Angela, who did not greet me. There was an awkward silence as if I were in the wrong place. When I finally asked to check in, her response was blunt—she simply asked for my ID without even a cursory "welcome" or a "how was your journey?" At that point, I seriously considered finding alternative accommodations, as it was clear something was amiss in the service here. I’ve experienced better customer service at discount retailers, which was both surprising and frustrating, given the premium nature of this resort.
We were so disheartened by the lack of attention that, after a long six-hour drive, we chose not to escalate the issue further and instead tried to make the best of our stay. However, as we spent the next few days here, we noticed that other guests—whom we did not perceive to be in any way different from us—were greeted warmly, with their luggage handled promptly, and with a level of service we never received.
Additionally, I want to mention that during our stay, we were not informed that there were ongoing renovations near the pool area. The loud construction noise made it difficult to fully relax or enjoy the amenities, and it would have been helpful to know about this before booking.
We also encountered some issues with housekeeping. Although we were charged a daily resort fee, our room was not consistently stocked with necessary amenities. Each time our room was cleaned, we found that basic items like face cloths, toilet paper, and other essentials were not replenished. This oversight only added to the feeling that attention to detail was lacking, which was especially disappointing given the premium price we paid for our stay.
It’s hard not to wonder if the lack of courtesy we experienced had anything to do with our appearance or some other factor. This was especially disappointing because we had previously enjoyed the resort and had recommended it to many friends and family members. We were hopeful that this last-minute vacation would be as memorable as our first visit, but unfortunately, it was not.
For the price we paid, we expected a much higher standard of service and hospitality. We sincerely hope that this feedback can help improve the guest experience for others in the future.
Trip type
Vacation
Travel group
Couple
Rooms: 5
Service: 2
Location: 5
Hotel highlights
Luxury
Pool 
Restaurants
Hotels
Services
Stores
Lawyers
Health
Things To Do
Churches
Transportation
Walmart