Did I forget to tell you?...we just aereated

Viewing the world from my hospitality industry background, it amazes me how poorly many facilities avoid tackling issues head on, and rather than acknowledge shortcomings that their guests shall eventually discover, management just ignores the problem and suffers the consequence of incredibly bad PR.

It has happened to us all...as you walk up to the first green it appears bumpy...in fact, it is. Three days ago it was aerated and the holes are still visible and healing. Absolutely required course maintenance. No question. Does it alter the golf experience? Absolutely. A good friend recently visited one of the premier golf resorts on East Coast and their first round had this problem. He had flown down in his plane for 2 days of golf. Did anyone warn him, or offer consideration..."as a gesture, we are including lunch today in the green fee". Nothing. First notice is with your eyes. To me, that is simply appalling lack of management. They have collected their (understandably) premium green fee for a superb golfing experience...but are simply unable to deliver it. Your credit card is charged for the experience...but they do not make a good faith effort to honor their part of the deal. It is like ordering a filet in a fine restaurant and being served a hamburger...but getting a bill for a steak. The golf world is small and people talk. My friend MAY return to this facility but not before he has told many people. Ironically, it is a facility which receives more negatives from various friends & associates. Personally, I think their premium golf course is the best course on the east coast...but the experience is being affected by a sequence of poor hospitality decisions...and a reputation is a very tough thing to turn around. When this happens to you...let your feelings be known, for most likely, the resort management team that allowed this to happen, are not going to consider any compensation, so don't waste your breath...but tell your friends.

Before my first visit to Castle Pines, venue for the International, the locker room attendant, "Tommy" was repeatedly named by various friends as being the best in the business and helping define the experience. I was perplexed...but after 5 terrific visits, I would agree, Tommy has no peers. He remembers name, drink preferences, hometowns, families...he makes introductions to fellow golfers while creating a service level with his staff which is outstanding. Someone is always prowling the locker room for shoes to be shined...a drink is only a glance away...food service is never a problem. I love great service, and if you ever have the chance, Castle Pines is the epitome of understated, casual, great service. Tommy is the band leader.