Good afternoon,
I visited World Golf Village Renaissance St. Augustine with my fiance on June 18th, we were greeted by the gentleman that works for you, who politely opened the door for us which impressed us. We walked over to a desk where we saw Ms. Jody Sutton. I had asked Ms. Jody about room blocks/rates for our wedding coming up in November just up the road about 10 minutes. Ms. Jody informed me that yes, the hotel does offer them. She then proceeded to hand me 3 business cards of women she spoke VERY highly of, letting us know that they would be more than happy to help us. She also directed me to one of the ladies that usually takes care of the blocks for hotels. Ms. Jody also gave us her card and told us that she is the Head Navigator, and would be more than happy to help anyone that might need restaurants, things to do, shopping etc. We thanked her for her exceptional help and went on about our day.
June 20th, late morning, I gave Monaliza Viktoriya a call, left a message asking her to call me back it was about room blocks for our wedding coming up.
June 20th I also spoke to Morgan Lewis, who returned my phone call and again told me that Monaliza would be the person to help me. She told me Monaliza was not that and she could forward me over to her voicemail. I didn't leave another message seeing as I had already do so.
The rest of the week was crickets until Friday, June 24th around AFTER I called and left Monaliza ANOTHER message and proceeded to email her around 2:15pm. She THEN called me back. I explained to her that I was looking for room blocks and was inquiring about prices. She said it is electronically generated when she inputs the dates. I asked if I had to have a certain number of rooms she said I could only have 10, once those were booked then we may be able to have more with said rate. I received no other details from her. She then proceeded to collect my email and said she would email rates.
I was hoping I would have the rates that day if they were computer generated, Monday, June 27th I called the resort got Jay on the phone who was apologetic and told me that Amanda would be the person to speak to about Monaliza and the poor customer service/hospitality she had given me. Amanda wasn't in her office and Jay said he would personally walk my message down to her and I should hear back from her. Unfortunately, Amanda never called me. But about 410pm that day I received an email from Monaliza that read "Tiffany, your rate is $189 per room per night. If you would like to book, I will send you a Letter of Intent. Thanks!"
Again, I didn't know what a Letter of Intent was, there was zero explanation of anything over the phone or through email on how this all works.
I called the next day and asked to specifically speak to Jody Sutton. I explained to Ms. Jody the situation I was dealing with and I needed her help to speak to the hotel Manager. I was upset and highly disappointed for the level of service I had been given Ms. Jody assured me that I would hear back from someone even if it was her to make sure I was being heard. Ms. Jody Sutton and Jay gave me exceptional service, I can't thank them enough for doing their best to help me in this situation they couldn't fix.
Later that day I received a call from Stephen, I explained everything I was dealing and told Stephen I didn't want to work with Monaliza. I wanted someone else. Stephen assured me he would assign someone else to work with me and that he was sorry this happened. I asked some questions about how the room blocks work, Stephen answered my questions and made sure I understood how it all works, but someone from sales part would be calling me.
Friday, July 1st about 4pm in the afternoon, I spoke with Christian who said he was assigned to us. I went through everything with Christian. I told him I would like to proceed and he said he would send an email over to me. It is July, 7th about 430 in the afternoon and I have not heard from anyone.
The only constant and exceptional service was from Jody Sutton and Jay. No phone call back form Stephen to check and see if everything is going ok and Christian has also dropped the ball.
I have done everything to try and give business to this hotel due to convenience for me, my family and friends. It sure seems that my business isn't wanted. I am extremely disappointed and would like to know how is this possible, is this how you treat all guests, wedding blocks, etc...
I would like someone to contact me. Something has to change to make people want to stay at this hotel. I am getting nowhere with Management. I do not enjoy chasing people. During this whole time I also had my coordinator who called Monaliza 4 times before she was able to speak with her. read more