We have been appreciators and repeat guests of Bernardus, having stayed several nights there in each of 2022, 2023, and 2025, and having brought an 8 room family reunion to Bernardus in 2024. So it is from a place of intended constructive feedback and concern, and concern for others considering their vacation plans, that we are sharing why our recent stay was disappointing in several ways, and why we might not return. These are not in a particular order:
1) Mattresses: On our first night, upon getting into bed, it was clear that the mattress in our room was completely worn out. It had two large craters on either side where the weight of the person on each side fell. It was like lying in two separated slacked hammocks. This type of mattress wear can only result from numerous years of heavy use. It being after 9pm, the guest services person we contacted did not have any alternatives for us, which is understandable given the circumstances, although we were stuck attempting to sleep in this uncomfortable circumstance. The next day the guest services staff offered to switch our mattress with that from another room, and allowed us to test several rooms’ mattresses, which was the appropriate resolution, and we appreciate this. We do want to report, however, that of the five additional mattresses we tested, four felt to us to also be somewhat overused, although not as badly as the one we initially had. We are concerned that the stock of mattresses at Bernardus is old and has had heavy wear and that it will be hit-or-miss, perhaps more miss than hit, if we stay again in the future.
2) Service delays: In our recent stay, we had one dinner, one lunch, and one breakfast at the Lucia Restaurant as well as an additional breakfast via room service. The service for each of these meals was very slow. For the dinner, which took 2 hours and 15 minutes, we were not actually bothered by the pace, as it was compatible with our schedule. However, the lunch and breakfasts were meals that we wanted to be able to have and finish so that we could begin or resume our activities. As we were checking out, we overheard another guest mentioned this exact issue completely independently of us. We have also seen reviewers elsewhere mentioning this. We understand that staffing can be complicated, but would have appreciated perhaps an informative disclaimer such as “We apologize for any inconvenience but we are understaffed recently so meals may take considerably longer than usual” so that we could have made an informed decision to, for example, place our orders earlier, or obtain food off property so as not to delay our activities as much.
3) Paying for parking: Charging guests a nightly amount for parking is an understood practice in hotels that are located in urban centers, where space for parking is at a premium, and also where the charge could be seen to encourage the use of alternative modes of transportation in a traffic-clogged area. However, Bernardus is not in this situation, with the property being in a low traffic rural area, and, as far as we are aware, inaccessible by public transportation for arriving and departing guests, and with almost all guests arriving by personal vehicle, either from their origination point or rented from distant airports. Furthermore, it is clear that Bernardus owns the parking lot, and did not charge for parking as recently as one year ago, so there should be no new expenses associated with parking. This new charge struck us as inappropriate for an isolated, semi-rural lodging property and insulting to guests.
4) Broken glass at the Jacuzzi: On our last morning, we had a rushed outing to the infinity hot tub, due to the lengthy breakfast mentioned above. While there we saw there were several shards of glass around the seating area, clearly from a broken glass or bottle. While we understand concerns about plastic pollution, we suggest providing plastic cups to guests, because their unavailability results in guests understandably bringing glasses and glass bottles into the infinity hot tub area, in spite of the 'no glass' sign.
Again, we present this feedback because we have been appreciators of Bernardus and would really like to continue to return, but are feeling ambivalent given our recent experience.
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