The Equinox, a Luxury Collection Golf Resort & Spa, Vermont

3567 Main Street | Manchester, VT 05254  [SEE MAP]Manchester, VT  [SEE ADDRESS]
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Guest Reviews

TripAdvisor Traveler Rating 1

Atrocious customer service, safety risk

Jul 15th, 2019

Just go back from a 2 night stay at the Charles Orvis Inns at Equinox. When we entered our room we were greeted with a pair of someone else’s dirty socks on the floor, gross but whatever, we threw them in the trash and began our stay. On day two of our stay we were greeted by surprise guest when two random people unlocked our hotel room door and entered our room, as we were arriving back to our hotel room. The hotel gave someone else the keys to our room. To say that this is unacceptable is an understatement, this is a major security problem one which could have resulted in any number of horrifying scenarios. When I confronted the people they were as confused as I was. I called the front desk to see what was happening, they apologized and said they would speak to an agent and call me back immediately...30 minutes later no call. So I called the front desk again, they stated they were still speaking with the agent and would call me back within ten minutes to work everything out with me. I stated that I was very concerned for my families safety since random people could enter my room, they said they understand and would make it right and get back to me briefly. An hour and a half pass and no call, my wife and I left the room to see my in-laws who were in another room an when we came back our room key no longer worked. Apparently the hotels solution to the problem was to just cancel everyone’s keys to the room and not tell us. Now we walk over to the front desk, wait in line 20 minutes to find out what is going on. They apologize, and said we were just about to call you, I stated this was now the third time they had told me that and now it is almost 2 and a half hours later. They apologize and state that we thought you never checked in and that’s why they booked someone else in my room. How this explanation makes any sense is beyond me, since we had already been checked in for 24 hours, stayed the night, had a credit card on file, and the night before we had diner in the hotel restaurant and charged it to one of the rooms our family had. They once again apologize and say they will send wine, chocolates and strawberries to the room and comp us the resort fee of 39 dollars. I was not at all happy with this but at this point I had wasted 3 hours of my vacation dealing with them, waiting for some resolution and we had plans for the evening. So I reluctantly agree and left reception. We went back to our room to await our wine, chocolates, etc before we head out, they never arrive. We get back from diner, no wine or anything promised in the room. They never sent anything or followed through on their promise to us. So in short, the room was dirty when we arrived, the hotel gave our room keys to other guests who then entered our room, they never assisted us or returned my calls, then promised to myself and my father in law that they would “make it right” by sending things to the room, and never did. We had two rooms booked that were not cheap, ate at the hotel restaurant, and my father-in-law who booked the rooms is a Marriott rewards member, and this is the trash service we received at a so called luxury hotel. I have stayed in motor lodges on the side of interstates, with better security and customer service. If you care about customer service and safety and security I would stay far away from this hotel. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 2

Unbelievably disappointing - surrounding beautiful hotel is far from luxury

Jul 14th, 2019

Where to start I had an upgrade to a room without windows a skylight over the 2 beds - which ey told me to climb on the bed to close ( although one was broken so forget opening and closing) they forgot to clean the room 2x I was only there 3 nights.they don’t refill shampoo if there’s a drop (and I mean drop ) in the bottle. When they did clean they left not enough towels, wait for coffee, no service on the deck so where your supposed to lounge you need to get up and go to bar which seems like a lost money maker for them. The staff doesn’t clean the patios often. We went to dinner and 3 hours later our glasses were still there. This morning I met 2 people in the lobby one had a cottage which ran out of hot water quickly, the others AC didn’t work and they couldn’t fix it but all of us had the same no cleaning experience. I complained to the manager Joey who seemed nice but then never called back. I thought being part of Marriott there’d be some standard to be in the “luxury collection “ . I was there for a conference and so many us had high expectations and were sorely disappointed. There was a nice hotel nearby I think the Taconic hotel less expensive and we met a few people that stayed there and said it was nice and less expensive. Oh don’t expect to get much yoga or other classes there because there are few but the 1 my friend took was good. Spend your money elsewhere . Manchester is gorgeous but the Equinox resort although pretty is so not worth it. Front desk staff nice but can’t help solve the problems.i felt they were chronically short staffed. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 2

Disappointing

Jul 14th, 2019

We stayed in this hotel more than 15 years ago and were looking forward to returning, now that we are back living in the northeast. We could not have been more disappointed. The room upgrade we were offered was inferior to the room we were given, we waited over 45 minutes one morning for our breakfast to be served, and our room was not cleaned one day. We were overcharged $1500, which we did not realize until receiving our credit card statement, and were rudely spoken to when we called the accounting office about this. The place clearly has management problems. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

Karen Compton

Jul 13th, 2019

Just spent three nights at the resort. Took a tennis clinic with their pro Ivo who I learned more from in one lesson than I have learned from any of the many tennis coaches and pros I have worked with. A taskmaster but a real gem of a pro who really knows his stuff. I highly recommend him! TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

Wonderful relaxing stay....

Jul 13th, 2019

This resort was beautiful. Old school class brought me back in time with how things used to be. I took my mom to the Equinox for a weekend get away. As soon as we pulled up to the resort several people welcomed us to assist with bags and valet. Brought our bags up to our room and made sure we we're all set before they left. The resort in the past few years has been renovated and the décor is stunningly beautiful. Very classy. Our room was clean and comfortable. Outdoor space was very relaxing and Zen. We did visit the spa and I have to say it was a very nice time. Comfy clean robes, they gave us a tour of the facilities so we knew we're everything was. Our massages were amazing. At night I forgot my toothbrush the front desk brought me up two. I asked where the ice machine was and they delivered a bag of ice. In the morning we enjoyed the onsite breakfast. Fresh squeezed orange juice, organic eggs and yummy waffles. Delicious. We didn't have dinner on site. I felt it was a little to pricey for me. This resort went above and beyond to give every guest an amazing experience. I would recommend this resort for couples, girlfriends getaways or mother daughter. There we're a few kids and I'm sure they we're family friendly but it's more geared towards relaxing and not a place kids we're running around. I honestly liked that because I got a chance to unwind. TRIPADVISOR.COM USER