We stayed at Race Brook Lodge 10 times between 2003 and 2014, usually when seeing a show at Tanglewood. We opened our own B&B in 2014 and were unable to take these trips until we sold, so we were eager to return to Race Brook for our planned July 3 James Taylor show at Tanglewood. We were disappointed, to say the least, with the changes made since our last visit. We stayed in Undermountain – our “go-to” room because of its location in the building and its being dog-friendly. The room itself was fine, it hasn’t changed much, if at all, since our last visit.
What has changed is that it feels like all of the restrictions that were put in place for COVID were never lifted – everything is by text. There’s no front desk or way to reach anyone other than by text. There’s no one around if you need something. When we arrived, the Wi-Fi was not working so we couldn’t check in, so I wandered around the grounds looking for anyone who could help. I finally checked the Stagecoach Tavern, and the host there got me into his golf cart to ride up to the barn to connect. The owner was up there and seemed largely unbothered by the Wi-Fi not working, though he did remotely reset it. 15 minutes or so later, I was able to connect. My husband’s phone, however, would not connect – until he walked up to the barn, connected to there, and then walked back down to the room. This played out with all of our devices. That night, at dinner, the host at Stagecoach was answering more questions about guest rooms and Wi-Fi than he was engaging diners and seating them.
One morning we accidentally locked ourselves out of the room at about 7:45. I walked around looking for someone and then finally sent a text. I didn’t get a response so after about 10 minutes, I called the main number and left a voicemail. A few seconds later, the owner texted saying “someone will be right down to unlock your room”. About 20 minutes later, needing to get showered and dressed to go meet a friend for breakfast, I texted back and asked how much longer. The response was that the morning person was out sick and “it could be 9am”, so it was an hour from the first text until we could get into the room.
Breakfast? There might be, there might not be, but don’t expect it. The in-room card says that breakfast options vary and to visit the website (another QR code) where it said that breakfast was served from 8-10 Thursday through Monday. On Monday, I texted asking where the closest coffee shop was for the next 3 mornings of our stay and was told there WOULD be breakfast on Tuesday. There was, but nothing on Wednesday and Thursday. Complimentary breakfast was coffee, tea, and muffins. ONE muffin per person -additional are $2 each. Other items like omelets are charged separately. Perhaps most importantly is that coffee wasn’t available until 8am. There were a lot of grumpy people trying to find coffee much earlier. We are early risers and would have loved a cup of coffee before heading out on a hike or for the day. How hard would it be to put coffee out earlier, or put mini coffee makers in the rooms or in a common area?
Housekeeping? Nope – unless you want to pay an extra $50 to have someone come to your room. They’ll empty your trash if you put it outside your door and let them know.
The Stagecoach Tavern was convenient but is very pricey and has a very limited menu. The menu says “hospitality included” and states they’ve raised their prices to offer better pay to staff, but then goes on to say that gratuities are always welcome. For two burgers, two beers, and a slice of pie it was $85.
Lastly, the area in the main building that used to be quite homey with books and board games, a stereo and CD library, an honor bar, and comfortable bistro tables outside is largely empty, save for children’s toys scattered around. I understand wanting to re-orient the activity around the Stagecoach Tavern and pool area but it is a little out of the way and doesn’t have the same feel.
We used to think of Race Brook as a B&B, but it is now run more like an AirBnB. Their claim to fame used to be “chintz-free” which we appreciated but now it feels like it is hospitality-free as well. All in all, it just didn’t feel like the welcoming place it used to be.
