Feb 23, 2020:
Here is a prime example of horrible service. This is by far the worst line I have ever stood in. We have been here for 3 hours with our baby that is six months old and the front desk is slow, no walkey talkies, communication is nonexistent, and takes about 45 minutes to check in each person. There are 2 areas to check in. There's a new resort and the main resort which is where there is valet, and bellman. There is only 1 manager working in a big resort??!!There should be 2-3 managers at all times. We wanted to cancel and go to plantation bay because we know how they operate. One of the reservations personnel came over to us after 1 hr of trying to cancel. She showed up. She informed us that we cannot cancel because the booking was completed through a third-party. They offered us the penthouse suite and we declined at first because we just wanted our money back for the poor service and inconvenience. The family and I huddled, It would be a logistical nightmare to move all of our belongings back towards the vehicles that were parked very far away and drive over to the other resort. We accepted the upgrade and cooled down. Management finally decided to come to our room and apologized for the horrible service and asked for input on how to better serve the consumer. We told them that their team management lack communication and need to start using walkie-talkies rather than calling each other on cell phones. After we were done giving them our feedback, they offered us free breakfast for the next morning. Mind you, there are eight of us in total.
Feb 24, 2020:
We got up this morning and went down to have breakfast. They said only four people are allowed to eat for free. We drilled them and all the sudden all eight of us are eating free breakfast like we were supposed to. Room service takes a lifetime to do anything. Housekeeping is very slow and it took four hours to receive to spare beds, along with the 8 extra bath towels we requested. At 12 PM, I got hungry and wanted lunch. I saw four couples eating pizza's together and decided I would get one for my wife and I. when I went to the restaurant to put in the order, the hostess told me there was no more door left for the pizzas. How stupid do you think I am? I went to the manager immediately and told him I want you to go into the restaurant and make them make me a pizza now! Within minutes I had the restaurant supervisor come out and say "Sir, you can choose any pizza you'd like, we will make it right now for you." within 45 minutes, the pizza came. This has literally been the worst customer service, hotel, and all around horrible communication I have ever seen. I am a business owner and take pride in making sure my clients are all taken care of the way they are supposed to. This was a pathetic excuse for a resort. I will never go back to this place, Ever! Go to plantation bay where they were properly take care of you.
If I could give a 0 rating for this place, I would! They don't deserve a 1 star review at all! read more