蒙蒂塞洛凱斯維克大廳酒店

My husband and I stayed at Keswick for two nights after our wedding and everything about the resort was phenomenal, beautiful rooms, fantastic service, all-around wonderful. We did the Autumn at Keswick package, so we had breakfast at the restaurant every morning and went back for dinner as well, which were all delicious. Our only snag was the spa. I called and booked a 90 minute couple’s massage and was pretty explicit on the phone that this was for after our wedding and added reflexology and hot stone treatment (+20 minutes each). I chose one of the times that the woman on the phone said was available for those treatments. We went to the spa in the morning and asked to look around before our “couple’s massage” and, again, specifically said we were there for a couple’s massage in the afternoon. Despite this, we were put in different rooms and didn’t see each other for the entire treatment. In addition, we had our services cut short so that we lost about half an hour of treatment time. At checkout, they just handed me a bill for everything even though they were aware of the situation. I had to bring up that things were not as I had expected and I was told that it was in their system as separate massages and they called to confirm, so any discrepancies were on me to catch beforehand. The confirmation call was for massages for me and my husband, which I did confirm. I was also told that the reason our services were cut short was because they were booked for 3:00 and the spa closes at 5:00 and cleaning before closing starts at 4:45. Mind you, this was the time that they gave me and nothing was mentioned about cutting the treatments short. They still insisted on charging me full price for everything because the additional treatments were “worked in” to our massages. After some back and forth, the man at the desk eventually told me he could give me 10% off, after he previously said he couldn’t do anything. I really didn’t want to get into it with someone who wasn’t in charge there, so I finally gave up. All in all, mistakes happen, it’s a part of life, but the fact that they tried to not address it, then blame me for it, then lie to me about what they could do for me, then finally give me $80 off of $800 if inadequate services left a very bad taste in my mouth. On top of that, they double-charged us for the services because they didn’t account for our spa package, and that took another week to work out. I think we’ll try golfing on our next stay.

Although the resort is beautiful, lack of service rather ruinied our stay. No one took us to our room. We had to lug our own luggage. No coffee in the room, nor any offered in the lobby past 7AM. How cheap of them. We had prepaid for a special and no one had any idea of what that was. Prices at the bar are outrageous. I've had better prices in New York City at fine hotels.

As locals to Charlottesville, each year for the past several years we have stayed at Keswick multiple times, dined at Marigold multiple times, and given Marigold gift certificates as gifts for different occasions. We were excited to stay at Keswick once again on Saturday, September 23, and booked a room well in advance at a rate of $1000+. The week of September 17th, my wife attended a conference for work in DC where many people contracted COVID. She tested positive for COVID Wednesday evening, September 20, and Thursday morning I called Keswick to reschedule our Saturday night stay. After I was finally finally connected with someone. I explained that I did not want to cancel my reservation but move it to another night after my wife was no longer contagious with COVID. I added that I would happily pay more for an upgraded room, or any room at whatever peak rate was available. The person explained that she understood and would escalate to a Director to see what they can do and that she would call me back. No one ever called me back and I received a generic email from “Reservations” saying that the room was booked at a non-refundable/non-cancellable rate . Again, I was trying to change the reservation and not cancel it. We tried calling over two dozen more times over the next couple of days and our transferred calls to the front desk either rang endlessly or simply disconnected. When I finally got through, I was told the Rooms Manager, Erin, had left for the day and there wasn't anyone else with authority to modify my reservation. I was told Erin would be in at Noon on Saturday, so I drove an hour to speak with her in person since we were continuously unable to reach her (or anyone) by phone. Once I arrived, they said that Erin wasn’t on the property and no one knew when or if she was returning that day. They gave me Erin’s cell phone number and I called and texted again, explaining that I was on the property and eager to hear back from her. No response. Ultimately I spoke with another acting manager and she said there was nothing they could do about this on the day of check-in. I explained that we’d been trying to contact someone for over 48 hours but literally could not get anyone willing to help or give us answers. Erin ultimately texted me at 8pm Saturday night and apologized “for the late reply” but never apologized for her rudeness, unavailability, or lack of follow through. If we had connected with a kind, courteous manager who showed even the slightest understanding or interest in working with us, I think we would return to Keswick. Unfortunately, we were met with grossly unprofessional behavior at every step. We could not be more disappointed. The customer service at Keswick should rival that of top luxury hotels and resorts in VA and DC. Instead, management presents as ill-trained and immature over a very difficult three-day period.

Had a wonderful quick family stay. Spent Saturday and Sunday enjoying the beautiful resort and views Keswick has to offer. Woods was great and very customer oriented. Dinner at Marigold was delicious! We will be back!

Visited Keswick after several years, wanted to see the renovation! First of all the property is gorgeous...gone from VA hunt country estate to bright and airy contemporary luxury. Had lovely room with balcony overlooking Full Cry golf course, also renovated. Huge bathroom with nice shower. The infinity pool is outstanding, heated and clean and not overcrowded. The food and service at Marigold, the fine dining restaurant, was great. We ate at the bar one night and then ate out on the balcony for our Anniversary dinner. Food was fresh and well prepared and the service was attentive but not overbearing. Only 2 suggestions: they need to put a Kuerig and pods in the room so you don't have to get dressed and go to the lobby for coffee (or get coffee for 2 via room service for $21); and the mattress was strange-- looked like just a pillow top of about 4" on top of a box springs and wood under that. Made my back hurt which, when paying these prices, should never happen. But overall it was a fantastic Anniversary 4 day celebration. Several good wineries close by.

Brought my mother here to celebrate her birthday and it far exceeded our expectations. What an incredible property and the people were amazing. Everything was first class and so friendly. I would go back in a heartbeat.