The Hotel Hershey

The staff stayed professional and attentive, even though some interactions with leadership were uncomfortable to watch. At times, employees seemed to be spoken to in a dismissive, belittling way, as if management saw them as far below them rather than as professionals. That was surprising in such a polished, welcoming place. The spa itself is beautiful, and its talented staff clearly take pride in their work and in giving guests high-level service. Still, treatment behind the scenes can affect the environment. A spa centered on relaxation and hospitality should show those values internally too. Respectful, professional treatment of employees would make a healthier atmosphere for everyone and support the service guests expect.

The food was my only complaint. Room service arrived cold, and at 1933 the sides, including fries, creamed corn, and bread pudding, weren't hot. We had a lovely room in the Villas for our mini-moon, with plenty of space and a great front porch. I do wish it had a microwave. The Villas Concierge Lounge was handy for morning coffee and a bagel, and Ashley there was outstanding. She knew so much, was professional and friendly, and went out of her way to say goodbye when we left. I wish her the very best for the future.

All the on-site restaurants and bars were very good, and the rooms were clean with really comfortable beds. We had a great stay. The staff were fantastic across the board, especially Cedric, who was so welcoming and accommodating.

The call to cancel was difficult from start to finish, even though I'm canceling three months ahead. I was kept waiting a long time before anyone answered, then the person on the phone made the process harder than it needed to be. For a 5-star rated hotel, I'd expect at least respectful treatment. We were excited to stay, but after such rude customer service and trouble canceling when plans changed, we won't book here again. Wow.