I am very disappointed with my experience, and I haven't even arrived for my stay yet…read more
Since June, I repeatedly called the reservation number that was provided to me, but every call was disconnected. Then, after the death of a family member, making my reservation and purchasing my Fast Pass understandably slipped my mind. When I began calling again, I continued to experience the same issue with the reservation line, making it impossible to complete my purchase before the 14-day discounted pricing deadline.
I eventually went to the website and submitted a message, which resulted in being given two additional phone numbers. I called one of those numbers, and someone answered immediately. I wish I had gotten the representative's name because I was trying to purchase my Fast Pass. Unfortunately, because my reservation was now only 12 days away instead of 14, the price had increased from $12 per day to $15 per day. My primary reason for calling was that one of our vehicles would not be on the property for the entire stay, and I did not want to pay for days it would not be used.
I will admit that I was very upset and not as pleasant as I normally would have been. After months of trying to reach the reservation line, dealing with the loss of a family member, and then learning I had to pay more because I had been unable to get through sooner, my frustration got the best of me. What pushed me over the edge was being told, "Well, you could have called in June when the reservation was sent." I did.
Even so, I do not believe hanging up on a customer is ever an appropriate way to handle a situation. Every customer deserves to be treated with courtesy and respect, even during a difficult conversation.
I had not visited Ocean Lakes for several years because of previous issues, including having items stolen while staying on the property. I decided to give it another chance, hoping things had improved. Unfortunately, this experience has convinced me that after this stay, I will not be returning.
It does not matter whether a business is family-owned or corporate-owned--no customer should ever be treated this way. Good customer service means listening, showing respect, and making a genuine effort to resolve concerns.
A good rule to live by is to treat every customer the way you would want your own grandparents to be treated. If that level of care and respect is not being shown, then something needs to change.
Sadly, Ocean Lakes is not what it used to be. It now seems to be more focused on maximizing revenue than providing the family-friendly atmosphere and caring customer service that once made it such a special place.
I hope this feedback is taken seriously so that future guests do not have a similar experience. While I cannot change what happened, I believe there is an opportunity for Ocean Lakes to improve its communication, customer service, and reservation process.