Friends have been there this week. They are very well traveled. Her husband is in hotels more than he's home. So I asked about the hotel. And here is her response.

It's lovely. The place is phenomenally beautiful. And the wildlife is fantastic. Also the food is top notch. I feel silly complaining but since you DO need to know this stuff- it really depends on what you are looking for. Service is really just bad. Don't get me wrong. Everyone here is extremely friendly! You just may never actually get what you asked for. We had several lights out in our room that we asked to be fixed for three days. (the rooms and the resort are extremely dark at night) They provide a couple of sodas and small snacks in the minibar as well as the standard powdered coffee. But they have NEVER actually restocked it. And you have to literally beg for menus, food, coffee, drinks and all three restaurants. We are all about slowing things down but when the waiter wanders away in the middle of taking your order and you have to follow him and explain you aren't finished ordering every. single. time. That's a problem. Same as when you want a glass of wine and so you finally flag down a waiter and ask for a menu and that takes ten minutes then they bring you a menu. Then you realize there are no drinks on the menu so you ask for a drink menu. So ten minutes later they bring that and you are so happy and you flip through it and it is full of all kinds of drinks but no wine. Then you chase down the waiter again and he says "Well why didn't you ask for the WINE LIST?" Then you get that and it's been 45 minutes now and you FINALLY order a bottle of Sauv Blanc and your husband orders a cocktail. Then 15 minutes later they come back with TWO cocktails and no wine and you ask where your wine is and they say "WHAT WINE?" and you completely have to re-order your bottle of wine and you and your husband are SURE you have entered the Twilight Zone.

Subsequently, she shared that her husband went up to the front desk to discuss this as the family wanted to leave. They had stayed on points and were about to begin paying $625/night. They didn't want to do that given the lack of service.

T*** went up and complained about all the above (mainly because we wanted out of their draconian 7-day cancellation policy) and they were VERY nice. And lo and behold, yesterday the lights were fixed and the minibar was restocked and everyone is being very solicitous. Which honestly, I don't care about solicitous. I just want a cup of coffee without a major hassle.

And then

Update: they are doing a great job of making it up to us. They are comping dinner tonight, paying for shuttle service to the new hotel tomorrow and, in seriously my favorite cute move ever, made cookies in the shape of the twins' lovies!! Ok I like them again...

I'll still be staying there this winter though her issues are concerning. My takeaway is that should we have issues, we head to the manager in charge sooner rather than later.