Water’s Edge Resort and Spa – Westbrook

I planned a romantic overnight booking the Valentines Day package (2021) which included a spa visit. The front desk was courteous, the room was spacious and clean.

Then we went to dinner. We received no dinner rolls/bread but later saw other tables getting some. We ordered 2 of the “signature drinks”. My wife’s was the wrong one (they did replace it) but neither drink had a lick of alcohol in it. $14 per drink (plus the 18% gratuity and tax) is a lot to pay for 2 glasses of fruit juice. The meal was "just OK" at best.

At dinner, when the manager came over I expressed my concerns fully expecting at least an apology. Instead, what he said was “Oh you ordered off the Valentine menu? You can’t rate us off of that. Tons of people absolutely love our food”. We left in disgust. The next day when we went to breakfast the person who sat us asked my wife if she would like coffee which she respond “no, but tea”. He left and never asked me if I wanted coffee or tea. When he returned with my wife's tea, he again never asked me. At this point we literally laughed out loud because the place is held in such high regard but it has turned into a joke.

The one redeeming place and the only reason this reviewed squeaked out a 2 star rating was the spa. They treated us like we were royalty.

To make this whole ordeal even worse, I wrote an email explaining these exact issues to management and have not received a response.

"We are sorry to hear about the issues you encountered while dining with us, we will be sharing your comments with our management team so they can be addressed. We want all of our guests to feel welcomed and taken care of when they visit and we are sorry that was not the experience you had. We hope that you will visit again for a more enjoyable experience at the resort." -- Management

I loved this hotel and spa. We did a girls trip for my birthday and booked a junior suite and there was more than enough room for the 3 of us! The grounds were beautiful and the spa was amazing! We ate breakfast there one morning and the food was awesome. The service was awkward though, and we didn't get new towels daily without asking, which was weird to me. That's why I gave a 4 rating instead of a 5. Still, I plan to go back.

During Covid 19, We were able to enjoy our family vacation. We had grandparents and aunts able to join us too. We stayed for 5 nights. We enjoyed the restaurants, spa and pretty rooms. It was our first time to the property. The beach and pools where a lot of fun. The beach’s low tide made the experience magical for our 5 year old.