Old Edwards Inn and Spa

The staff in the spa need to be completely retrained. There was a gentleman who was described to me as “The Director” middle aged caucasian with white hair who failed to respond to me when I said good morning. He gave me a blank stare and kept walking. Greeting guests is a bare minimum standard. If someone in a leadership role cannot be bothered to even smile and say hello then it is no surprise the rest of the spa staff are not engaged. The concept of guest right of way is not even on the radar with this team. Twice I was forced into a game of chicken with staff members in a narrow hallway. The second time, the staff member blocked the hall and said excuse me so I felt obligated to move for her. She was empty handed and should have known to clear the path for guests. During my facial, the service provider Bailey, had her phone out the entire time and even responded to a text message. She touched her phone screen and went right back to touching my face without missing a beat. It was unbelievable. Relais & Chateaux should not be throwing around the term “World Class” in reference to this team. For contrast, we enjoyed the spa at Mandarin Oriental in Tokyo last November. That was a truly world class experience. Old Edwards Spa felt like amateur night by comparison. We typically spend our anniversary at Omni Grove Park In but wanted to try something new this year. The property itself was lovely, but without the people it’s just a building. Train your people to regard the experience as something sacred. This was a big miss and I will probably not return based on the first impression left by the team at the spa.

Wonderful experience, amazing staff, great location! My favorite spa as well. Room was wonderful, loved the complimentary coffee. My only suggestion is a glass carafe guests can refill with water. There is a water station, but no bottle to refill. Only water bottles in room are a $5. Will definitely be back!

The grounds were immaculate, the amenities were plentiful, the rooms were clean and comfortable, the service was outstanding. It was such a luxurious experience--we will be back!

Facility is great. Madison Restaurant is horrible I would opt for Highlander down the street instead. Spa is average, gym is great. Rooms were spectacular. Mixed experience. Might consider staying again but never, never eating on property.

My husband and I recently stayed here for our anniversary. It was a wonderful experience! We enjoyed all the little extras during our stay. The inn is located in the heart of Highlands, N.C. My husband and I were able to walk everywhere. I would highly recommend it, especially for a special occasion