Nemacolin

The property is absolutely beautiful, but service ruins the entire experience. I booked Nemacolin for a birthday weekend and we stayed at Falling Rock, the adults only property. The check in was good and a few things were high lighted to do around the property. I knew from booking that this hotel that a champagne cart and apps were part of daily happy hour. We went to the Amber Bar upon arrival at 4:30pm and Alex was behind the bar and did not greet us. We asked about happy hour and she asked what we wanted. We ordered two drinks. She made no mention of champagne or anything happy hour. She asked us our room number to charge the drinks. My husband asked if they had any snacks and she said she would go ask the bartender, yet she was behind the bar and was serving drinks. She ignored us but was busy talking to what looked like some regular golfers that came in often. She was making sure they were taken care of. A guy came out and brought a tiny plate to us and the food was cold. He sat it down, did not tell us what it was and walked off. There was no champagne cart. This started our experience off terrible. When we got to our room, there was a small cake for my husband’s birthday which was a nice touch. I had booked my own reservations for dinner in advance both nights, no one ever reached out to offer us help to book reservations of things to do on property. We walked around the property ourselves and then headed to Gusto. The service was better at Gusto, although they were out of the pasta that we ordered. They replaced it with a different pasta and it came out cold and hard. We did not complain, paid our bill and tipped 20%. Breakfast was included in our stay at Aqueous and that was the best part. Both mornings the food was good and service was good. Moiesha served us both mornings and was very attentive. We went to the pool at Falling Rock on the 2nd day and it was filled with people who were staying at the other properties. Falling Rock’s pool is supposed to be for Falling Rock guests only, but others from The Chateau and The Grand Lodge were there. There were no seats except for chairs sitting outside of the cabanas. We went and sat down and the bartender came running over and said we couldn’t sit there unless we wanted to rent a cabana. We weren’t inside the cabana, but sitting on a chair outside of one. No one was renting any of the cabanas and there was no where else for us to sit. He told us it’s first come first serve yet people were there that were not supposed to be at that pool. They were not asking for room numbers or else this could have been avoided. They had no help at the pool and after we eventually found one chair when someone got up, the people beside us ate lunch and their tray of dirty dishes was left sitting beside us for hours. No one ever picked it up. As you looked around dirty trays and drink cups were laying everywhere. You aren’t supposed to have glass at the pool or bring your own drinks and a group of women kept dropping a bag they had where they had their own bottles of wine and glass bottle beer. It was annoying because they kept knocking it over and no one ever addressed it. They should not have brought any of that in and it was a hazard because they could have broken the glass when they kept dropping their bags. We eventually went inside where the bar was a disaster with dirty drink glasses everywhere and no bartender in site. The Butler service sounds great but they did very little. I asked for more water in the room one time and they brought it. When I tried to call to request other things the front desk answered and said they would tell the Butlers but then more water never arrived. The only thing they did nice is when I ordered a bath and they did have that ready on time. My husband and I went back to the bar for happy hour on the 2nd day and had to inquire about champagne. Alex was at the bar again and was not very friendly. She said we could have one glass of prosecco and my husband wanted a beer so she gave him a bottle and brought him the tab. He asked for snacks and she said they were making them in the back and they weren’t ready yet it was after 4pm and happy hour is supposedly 4-5pm at Falling Rock. She eventually brought out one tiny pierogi for each of us. Other people arrived at the bar and were very irritated as they asked about happy hour and Alex told them there was no happy hour. They said the hotel was misleading in what they were selling to guests. Alex said she would give them a glass of prosecco but nothing else. They asked for apps and she said there weren’t any ready and they would have to wait. They were very agitated with the service and told us how poor their experience has been. We went to Fawn and Fable for dinner that evening and had very bad service. The table we were sat at was horrible and it was unsteady and kept moving around. We brought this to the server’s attention and he told us to slide down to the next table. We literally just slide down the booth area to the next tiny table. Then they sat people right beside us who also complained about the table and had to be moved. Another table on the other side of us had a wobbly table and complained about it and yet none of the tables were ever addressed. We ordered appetizers and the surf and turf for two. The steak came out and was overcooked and cold. It was sliced up already and had clearly been sitting in the kitchen for a long while. This was the second night in a row with cold food. Our server never checked on us and was very dismissive. To spend $400 on dinner and get cold food, bad service and a bad table is terrible. We were never addressed by our names and my husband’s birthday was never acknowledged either night for dinner even though it was noted in the system. Every time we would be in the lobby of Falling rock, there was never any employees. No one was ever around if you needed anything and it always felt short staffed. To spend $4,000 for two nights (not including the cost of food or activities), you don’t even come close to getting your money’s worth. Yes the properties are beautiful, but it’s the service that lets you down. Breakfast was the best and the price of it was included in our room. The rest of the food was overpriced and not good. Happy hour was non existent, butler service is sold as one thing and actually very different than what you get. For someone that is used to staying at Ritz-Carlton’s and has traveled the world to many amazing places, this is a massive let down. Don’t spend the money to go here. You will be disappointed. I wish I had of shared my poor experience with management, but there was never any management around and when we left to check out there was no staff at all to speak to. An overall let down and waste of money.

We took our entire staff and their spouses for a retreat and team building experience!! Our stay was beyond FABULOUS in every single area!! We will be planning another trip for sure!!!

Experienced a time that I can only describe as completely fabulous in every way. The property is breathtaking and exceptionally well kept. This was our first time at the Nemacolin and it will absolutely be the first of many returns. We stayed in the Chateau - the room was exquisite; butler service was the cherry on top of a perfect stay. We dined at Aqueous, Fawn and Fable, The Peak, Gusto and enjoyed in-room dining. All amazing menus, meals and wait staff.

Lovely experience but very odd change of price for rooms during our stay. We booked at a certain rate but the hotel changed the rate to a higher amount on the last night. Very unusual answer…. The rate went higher due to that particular type of room being sold out on that date???? A policy that should have been included prior to booking!

My wife and I had the privilege of staying in the Chateau at Nemacolin several weeks ago and enjoyed every minute of it. The staff were excellent and friendly - from check in to check out, it was white glove treatment and very professional (the butler is a bit over the top but a nice touch). The resort - featuring spacious rooms and bathrooms (the toilet is a little quirky tbh) to the magnificent grounds and all the amenities in between, is top notch. While we weren't there long enough to take advantage of everything Nemacolin offered (or nearby activities) - white water rafting, skeet shooting, wildlife adventures, mini golf, the casino, the spa etc., I was able to golf and the both of us loved the expansive gym. We were also lucky enough to dine at Aqueous one night and the food was outstanding - incredible seafood, steak and great service. I would certainly head back to Nemacolin down the road as it's a perfect jumping off point for lots of southwest PA adventures.