Posted Jun 24, 2017 on Expedia
From the moment my husband and I walked into the resort, to the day we left, it was an unfavorable nightmare. We waited to be checked in in a line that was unorganized for over an hour. We were given a room at the back of the resort property that looked nothing like the room that was advertised that we booked online. The room was if nothing more than a disappointment. It was smelly, damp, outdated, and unclean. Upset about the conditions of the room, we requested an upgrade, spent $200 on a new room only to realize upon waking in the morning that the room had rodents. We could hear them in the wastebasket in the sink area while we were in bed. And to our dismay and disgust, rodent droppings littered the entire room. After moving the bed mattress we found that we were sleeping on top of a bed of actual rocks!!! And crawl spaces easily used by rodents were under the mattress itself. Completely disgusted by this we demanded a refund and room change, only to be told we couldn't get a refund or room change and to return at a later time to speak with management. After 3 failed attempts to speak with management for our scheduled "meeting", we were finally told by the lady at the customer service desk that they would "clean and fumigate" the room and only offer 50% off the amount we spent to upgrade. Not only did we experience terrible customer service on our honeymoon, but the food they served in their all you can eat buffet made us terribly ill. They then proceeded to charge us $1
Comment from Hotel Management
Aug 15, 2017 by Sara Zuin, Room Division Manager., Hotel Management
Estimated, it is really a shame for us to read the bad experience that you had in our hotel, it is not our intention to cause discomfort in our guests.
We regret all the inconveniences and we will take every point mentioned to work on it and get to obtain the complete satisfaction of our guests.
We hope that you will give us a future opportunity to improve the negative concept that you have of us.