When we booked this room, we expected a safe, clean, and comfortable environment. Unfortunately, our experience was far from that.
To begin, we had to wait in our room for over 30 mins for our bags to arrive, so that was frustrating since all of our stuff was in them. The minibar was empty besides two half empty Cokes. So we were stuck in the room waiting without water or any of our belongings, just wanting to leave and go enjoy ourselves. We didn't even have basic amenities like hand soap in the room until we returned to our room at 10 PM.
Even more concerning, housekeeping left our room door open and unlocked after a cleaning the next day. Housekeeping was down five or so doors so was left open for at least an hour or two. That is a serious security lapse. How does something like that even happen? Is the staff not trained to ensure the door is properly closed after cleaning? The fact that this wasn't acknowledged or addressed by the team after a complaint is incredibly disappointing and shows a lack of regard for guest safety and property.
Our phone hardly worked, it was constant static and impossible to hear anything which was very frustrating. The room service took hours and hours to arrive and was undercooked or cold and did not taste good at all, we spoked with other guests who had the same issues.
Our clothes remained wrinkled for half our stay because the steamer was broken from the start--and the replacement wasn't provided until the next day, was also broken. There was an ironing board but no iron. So that sucked to have wrinkled clothing at nice restaurants.
Midway through our stay, all of our key cards inexplicably stopped working, forcing us to wait around just to re-enter our room and use the restroom. They accused us of getting the card wet but that was not the case, when we went in the room we grabbed our other keys that were in the room to prove those didn't work either.These are fundamental aspects of hospitality, and it's alarming how many basic standards were missed.
We found ourselves having to contact staff multiple times a day just to get basic issues resolved. For the price we paid, this level of service is unacceptable. It's clear there was little effort made to ensure a pleasant stay, and their lack of concern only made matters worse.
This trip was meant to be a relaxing getaway, and instead, it was filled with stress and constant issues.
They not only failed to meet basic hospitality standards--they also failed to show any real accountability or care. We voiced our concerns and they didn't seem to care, they said they would upgrade us to a Junior Suite next time as if we were ready to come right back? We already paid extra (over $900 a night) for Preffered Club Suite with extra amenities and access to nicer restaurants and the Preffered Club lounge and pool. We had sincerely hoped for a response that reflected real accountability and a commitment to making things right -- not just a generic gesture that assumes we'd be eager to return. Definitely will not be returning and highly recommend you look into another resort. read more