Very Poor Customer Service from Front Desk Staff a
Posted Dec 21, 2016
Resort is beautiful. However, poor customer service really dampened our experience. Since there were three of us and needed two beds, we were put in a handicapped accessible room. Not a problem except for the large open shower that when used, flooded the remainder of the bathroom. Would literally be standing in inches of water while drying hair (safety issue), attempting to get ready to go to dinner. Floor was also very slippery. Put down beach towels to try to absorb water and not fall. Went to front desk the first full day and were told this would be taken care of immediately. Nothing!! Called the next day - guess what - told the same thing. Nothing!! Third day went up and talked to a supervisor who said he would write up a report for management and someone would call us the next day at 9:30. No call. So we called and were told all they would do for us having these safety issues was to give us an upgrade on next visit. Like we would return - NO!. When I said it was dangerous and we could have slipped and been hurt, all the response we got was "Well, you didn't". After much "discussion" back and forth, they finally removed a $42 charge for a cabana rental. Housekeeping also poor. Food was just okay. Waiters in restaurants seemed overworked - not staffed sufficiently. Entertainment staff were awesome! The foam party was a blast. Met a lot of nice guests also escaping the cold.
Comment from Hotel Management
Dec 24, 2016 by Customer Care, Hotel Management
Dear Recent VIM Guest,
Even when we highly value the opportunity you gave us to serve, we regret to hear that we were not able to fulfill your expectations. However we would like to clarify the following.
It was yourself the one who expected to be credited for 100 USD and no one from our staff made this offering, this amount was established by you and we did not understand where you took that amount.
Certainly you were informed that no credit could be considered as there was no reason to offer it. Our Customer Care staff did apologize for any wrong perception and explained you that our rooms are perfectly conditioned to fulfill the safety measures required by the municipality and that in fact, we were glad that no inconveniences occurred.
Please note it was because of the insistence in obtaining something from the resort that the cabana was condoned and not for admitting lack of attention or service from our end.