Dear Claudia Hernandez- Management Team,…read more
I am writing to formally express my deep disappointment with the customer service and overall experience during our recent stay at Loreto Bay Golf. My wife and I arrived with great excitement for our trip to Loreto, but unfortunately, our experience at the hotel fell far below reasonable expectations.
We arrived at 1:30 PM and were informed that our room would be ready at 3:00 PM, which was perfectly acceptable. After a light meal at the outdoor restaurant, we returned to the front desk at 3:00 PM along with several other guests who had checked in at the same time. We were assigned room 225, but upon arrival, our electronic key did not work, while the guest in the neighboring room entered his without issue.
This began a long and frustrating ordeal. I returned to the front desk three separate times for new keys, none of which worked. After 45 minutes of attempting to access our room, I requested a room change. Instead of addressing the issue promptly, I was told to wait for the Bell Boy. During this time, the female front desk employee appeared disengaged, taking selfies while the male employee handled the situation alone. I had to ask four times for an update before the Bell Boy finally arrived, only to discover that he also could not access the room. It took yet another set of keys before the door finally opened.
We were told that the issue was caused by us placing the room keys next to our cell phones, which supposedly deactivated them. However, the maintenance employee placed his master key directly next to his own phone without any issue. Additionally, we later were told that multiple rooms were experiencing the same problem, that's why changing rooms wouldn't solve the problem, however, people on our floor were coming in and out of their rooms with no apparent issue, which raises concerns about the accuracy of the explanation and why we were not offered a different room sooner.
Unfortunately, the problems did not end there. After leaving the hotel briefly and returning an hour later to get ready for dinner, we once again could not enter our room. It took staff nearly two hours to resolve the issue, ultimately requiring them to disassemble the lock entirely just so we could retrieve our belongings. Only then were we moved to room 211.
In room 211, the hot water never warmed beyond freezing cold, and when we returned from dinner, the door opened but the noise coming from above the room was extremely loud, like a helicopter taking off. It became clear why this room had not been offered to us initially.
Later that evening, we attempted to use the hot tub, only to find it dangerously overheated, easily hot enough to cause burns. A young girl who entered after us could only tolerate it for seconds. This was not only unacceptable but potentially hazardous.
To make matters worse, someone attempted to enter our room late that night, insisting it was theirs. When I called the front desk to report this serious security concern, the only response I received was, "Sorry to bother you."
This series of issues from repeated lock failures, inaccurate explanations, lack of professionalism at the front desk, unsafe facilities, and a significant security breach; made our stay extremely stressful and disappointing. What should have been a relaxing and enjoyable trip turned into a series of preventable problems.
I am sharing this feedback not out of anger, but because these issues reflect serious operational and safety concerns that deserve immediate attention. I hope you will take this matter seriously and address the systemic problems that contributed to our experience.
