I never wanted to have a bad experience at Watermark, especially on my wedding day and through the planning process. The Watermark property is 5 stars the customer service is not. There's more but I ran out of room.
Chris and Tina took over ...management of Watermark after I had already booked it. I was promised things would only get better, and a lot of things did, and some things got worse. Imagine my panic after Tina told me that she needed a million dollar liability insurance policy for every single one of our vendors. Vendors I already had contracts with, and who could not afford this policy. After I contacted them all. and had some of them back out. I called Tina panicking about my situation and she told me she had talked to her lawyer last week and only needed them from my vendors providing alcohol. Where was my phone call? email? NOTHING
We rented the Watermark for the weekend and our bridal party stayed upstairs. There are four large suites and they each had keys in the door. Since one was our suite we took the key out the door and left it in the room. After the wedding we all went for a dip in the pool. and were having a great time until my husband and I realized we had been locked out of the room. We called Tina who told us this was not the first time this had happened, and showed up with a million keys, none of them worked. My new husband and I had to sleep in soaking wet bathing suits on a pull out sofa on our wedding night. Guests lock themselves out of rooms, it happens. There are 4 rooms upstairs, they should have 4 labeled spare keys, especially since this was NOT the first time this had happened!!! The icing on the cake was when Tina tried to charge me $100 key fee for coming to open the door, which never got opened! Needless to say I didn't pay it, but I still can't get over how inconsiderate it was to ask, and how irresponsible they were. They have done absolutely NOTHING to make it right or apologize for our ruined wedding night. Not happy.