Primland

My husband and I held our wedding celebrations at Primalnd's Patrim Mountain House from May 11-May 14, 2018. The house was absolutely gorgeous and far larger than I was expecting and the view from the deck is more beautiful that can be captured in pictures. The Conference and Catering Services Manager was immensely helpful throughout the planning process. We had catering provided through the resort on the night of our wedding and the food and service were absolutely sublime. I also utilized spa services to prepare for the wedding (massage and hair) and the massage provided by Heather was one of the best I've ever received. Our guests availed themselves of the hiking trails, disc golf course, pool, and spa services and all reported that they had an incredible weekend at Primland. We will certainly be returning in the future!

Positive: Staff is extremely polished & professional. A few that really stood out: Chase, Marcus, Lucas, female hostess at Elements & Tanja (Elements) Never saw a housekeeping cart- much like the 4 Seasons Welcome hard cider & cookies in the room were a really nice touch Complimentary coffee in a.m. & tea/cookies in the afternoon The person you spoke with about anything, owned it. They work as a team. There’s nothing worse than someone saying they can’t & redirecting you. Felt the team communicated well about any problems & had a handle on anticipating needs/problems Dining at Elements was phenomenal Bulgari products- my favorite! Chocolates at turndown so pretty! Spa: This was my biggest disappointment & felt this before I even arrived which diminished my excitement for the weekend. Lesson learned, but no guest (staying in your most expensive suite nonetheless) should endure. I meant to call ahead for reservations but the aftermath of the holidays, snow days from school, etc didn’t allow for it. We take about 7-8 trips a year. I can honestly tell you we book massages at the resort every time. Never once has this been an issue- the luxury properties we visit are equipped & anticipate the needs based on occupancy. This was a holiday weekend & clearly the staffing was not in place. It was the only thing to do besides visit wineries in the Winter. I called the spa directly 5 times in total day before & of arrival - no answer. Correct number was dialed & verified when I got there (on back of spa pamphlet). When half way to property, I called the main desk to be transferred. Finally got someone to answer on Jan 13th- she said they were booked for the weekend & closed the day we were leaving. No solution offered like “can I call you should something open up?� I suggested this! Not impressed. It was “sorry, you’re out of luck.� I called back to speak to the Spa mgr, who was in a treatment all afternoon. Really??? Probably not information you divulge to a customer who can’t get in. Must be nice. I met a woman there interviewing for the Spa Director role so clearly there is a need down there, but the customers are feeling it. Most properties acknowledge where they fall short & try to find a solution. This is where Primland failed us the most. And, we had 20% off massages to utilize during our stay. At the very minimum, why weren’t we offered a letter offering for us to come back & honor the 20% off? More should have been done is the bottom line to make it right. This was offered after I expressed my disappointment to the GM.

We stayed at one of the Pinnacle cabins which was a large luxurious room with a great bathroom and expansive views of the adjoining canyon. We were only there one day as a stop along the Blue Ridge Parkway which we took advantage of by hiking in the beautiful grounds, and visiting the spa. The resort has exceptional service with nothing too much to ask. When I asked for milk for my breakfast oatmeal, the server asked if I wanted it steamed. The server for our informal dinner was so much fun it made the evening. The food at the elegant restaurant was very good, but just shy of the caliber you'd expect for the price point. My only other criticism was that while the bed had first rate linens, the mattress could have been better.

Our family of 5 stayed in suite within the lodge. Unbelievable! The lodge is modern rustic, if that is a term. The rooms are fairly high tech and extremely well appointed. The staff is amazing at all levels. We felt like royalty during the entire stay. The food and drink is fantastic. Dinner is first class with a wide selection. Everything is prepared perfectly. I'm not sure anyone knows the word "no" in this place, either. Super polite, helpful and customer-centric at every step. The activities are great as well. Our boys (young) shot bows, airguns and sporting clays. Alex in the outdoor activity center was amazing! My understanding from some experienced bird hunters is that their high end shoots are even better. I can't recommend this resort any more. It is a haul to get there, but worth every minute of the drive. We also enjoyed the observatory and all of the great views throughout the day. The golf course looks amazing, but we did not get a chance to play.

We visited Primland as a stop over between family visits. We were super excited to see the facility, play golf and have a romantic dinner. The staff was very friendly, our room was spectacular, it was pouring rain, and we had to skip golfing, but at least we had a lovely dinner to look forward to. Too bad the dinner at Elements was a complete let down. We were the first couple in the dining area, had wonderful, attentive service for about 25 minutes. Once other patrons arrived, it was over an hour delay between our salad entree and our main course. When we asked about the delay, we were told it would be a few more minutes, and when our $73.00 Elk arrived, it was cold and well done. We specifically asked for medium rare. Instead of offering us with a new entree, a slab of not medium rare, but near raw Elk arrived. Never once was there an offer of a new entree or a complementary salad, glass of wine or dessert.... just an “oops�. Considering we spent $400 for our meal, we expected better food, service and consideration following a poorly executed meal. Would definitely go back to the resort for the other aspects, but will not be returning to Elements.