PGA National Resort

This hotel is tucked away surrounded by the golf course. There is nothing around the hotel that is within walking distance so once you are at the resort, it's all about the resort and you are at the mercy of the amenities and restaurants onsite. The pool is lovely, but it was closed for a private event one afternoon/evening of our stay. The lobby bar is social but I waited 10 minutes to get a drink despite the bar staff seemingly doing nothing. The service around at the pool is just as woeful. The Japanese restaurant is a must do. Such a unique dining experience. I might have considered returning to this hotel but for the fact the beds are SO UNCOMFORTABLE! For me this was a dealbreaker and somewhat like sleeping on a giant marshmallow. My back barely endured our 3 night stay. We were told by staff that the beds are an issue for many. So my question is...why have they done nothing to remedy the issue? To me it shows total lack of respect for guest comfort. This very expensive hotel can do better, however judging by the response to previous reviews they have no intention of doing so. Read less

My husband, myself and our son stayed here while I attended a conference. I'm still not really sure how this place became a 5 star resort. Our stay there was unnecessarily difficult from start to finish. When we first arrived after a long drive with a toddler, the valet staff said hello and offered to take our car, however we preferred to self park due to frequent ins/outs with a small child and not wanting to wait for the car. Immediately, we were made to feel as if we didn't matter because they wouldn't be making money off us. We stopped the car out of the way by the entrance to the hotel in order to unload our bags. We were then informed that we cannot park there (which we weren't trying to do, we were just trying to unload luggage). There was another couple arriving at the same time as us, but it was by no means a busy/overcrowded area. After being essentially shooed out of the way, my husband took the last suitcase out of the car and then went to park the car in self parking, leaving me to lug our belongings and our toddler into the hotel alone (none of the staff offered to assist). At check in, I confirmed that the crib I had contacted the hotel to request months ago was in the room. I was told that the crib "should be there," and if not just call and they'll bring one. When we got to the room, sure enough there was no crib there. We had to call three times over the course of several hours to get someone to finally bring a crib to our room. This totally threw off our toddler's nap time, which any parent knows is a disaster and ruins everyone's day. The other issue with the room was that there were several areas of carpet which were noticeably wet when we walked in--enough to soak our socks. I guess it's good that they are cleaning things, but they should probably have allowed that to dry or at least warned us before assigning us to that room. We were excited to take advantage of the complimentary fitness classes we had read about on the hotel website. After getting as settled as possible in our room, we went to the front desk to inquire about these classes. The man at the desk said he really didn't know much about the particular offerings and we'd have to call the fitness studio to ask. Fine. I then asked if he could confirm that the classes were complimentary for guests, and he laughed at me and said "of course not" in a mocking/condescending tone. I then asked how much they were and he said "I don't know, probably $100." The way he talked to me was very "if you have to ask, you can't afford it." Inappropriate since we were paying guests at the resort. Also, his information was inaccurate--the classes were indeed complimentary. The worst incident was on the day we checked out. We were hurrying to get out of the room in a timely manner and I ended up leaving my suit hanging up in the armoire in the room (I realize this is my own fault). I realized this a couple hours after we checked out, and we were still around attending conference events so I came back to the front desk to notify them and ask if my suit had been recovered. The staff member called housekeeping, who said they hadn't heard of/seen anything. I asked if they could contact the person who cleaned our room, but I was told this was impossible because that person's shift had ended for the day. Fine. I asked if they could ask someone to look in the room, which they did and told me again that the suit was not there. The person I was speaking with was very apathetic the whole time. They then suggested that I had probably just packed it somewhere and forgotten about it, and I would find it when I unpacked because there is no way they have it if someone from housekeeping didn't find it. I was 100% certain I had left the suit in the room, so I urged them to look again because it was the only suit I had with me and I was due to give another presentation the next day at a different location. Housekeeping apparently looked again and didn't see anything. I ended up leaving empty handed with the promise that someone would contact me tomorrow about the suit after speaking with the person who cleaned our room yesterday. Of course, nobody called the next day. I called the resort around 4:30 pm to ask again about my suit. The front desk had no idea what I was talking about, so I asked to be transferred to housekeeping, who also did not know anything about the situation. I had to explain it all again to the woman on the line, and afterwards it took her literally 30 seconds to find my suit. I doubt anyone had even looked the day before because if they had, surely they would have found it. She offered to ship the suit to my home, which was really my only option at that point (I had already made other arrangements for my presentation). The woman said she would transfer me to security, who apparently handle shipping. I thought she would first explain to them what the situation was, but I was just transferred to shipping with no context, so I had to explain the whole situation to them in order for them to know that my suit needed to be mailed to my home address. The man on the other end sounded annoyed the whole time and was short with me when asking me for the information he needed for shipping. He did not ask for any credit card/payment information. The call ended abruptly with him stating the suit will arrive in a few days and then hanging up. Surprisingly, the suit did actually arrive. However, when I was reviewing my credit card charges today I found that the hotel had actually charged me $25 to ship the suit back to me. This was the last straw. It's not about the charge, it's about the principle. If their staff had cared even a little bit, they would have found my suit the day it was misplaced and it wouldn't have even needed to be shipped. Although the bed was comfortable and the pool was reasonably nice, I found staying at this resort very frustrating and would not choose to go back in the future. I wanted to leave this feedback on the hotel's post-check out survey, however when I clicked the link to fill out the survey it just pulled up an error page. So I'm posting it here. Don't go to this hotel if you want to be treated with basic human decency--maybe that's reserved for those arriving in Maseratis instead of lowly BMWs like ours. Read less

June 2024: Dropped in to the lobby bar at the PGA National Resort and for a $20 vodka soda here's what I got... decor and ambience like what I perceive a bad episode of Miami Vice would be... stupid, crappy music... unremarkable service with built-in gratuity already on the tab... my recommendation is go to a liquor store, buy a bottle, get some mixers, some fruit, download a couple of episodes of Miami Vice and you will have a far better experience! Read less