Booked this trip as a groupon getaway, price was right, everything else was wrong. My wife and I travel extensively, I have been here before, but I have never had an experience quite like this before.
After checking in and waiting patiently in a line serviced by one person on the beginning of a sold out weekend, I was pleased to be told that We had been upgraded to a nicer room. I shudder to think after getting to the room, what we would have been in if we hadn't been upgraded. This was an adult getaway, and we were sandwiched between to very nice families with small children, children cry, these children were not happy campers, and it was a shame for their parents, and US.
We needed a small refrigerator, so I contacted the desk and they told me to look under the TV,
( ok I'll play along ), after telling her that I had searched the room, she sent someone else to search it as well, surprise no refrigerator or mini bar. It was a beautiful warm day, and we really wanted to get outside, after waiting long enough, we returned to find a refrigerator in the middle of the floor. It was here but plugging it in must be a room charge.
The phone rang, but it couldn't be answered because it was broken. Told them and by the time we returned from dinner, it was replaced like new. ( which is a good thing, see below )
We went out for a bicycle ride because the night was so nice, and we had brought our own bikes, returned home and turned in about 10:30 PM. At 11: 30 we woke up to someone breaking in to the room, trying a key then body to the door. Picked up the phone called the operator and asked them to send someone from security because someone was trying to break in. Grabbed my gun, ( yes I legally have one ) and once again people were trying to get in the door. This lasted a few minutes. And this time there were 2 male voices. A Minute or so later the fixed phone rang and a man on the other end told me he was the head of security and was terribly sorry, but it was a drunk man, and he was locked out, so security happened upon him and decided to help him get into OUR ROOM? WTF? Who trained these guys, no knock, no call, no verification? They did tell me that they did find his real room and he was ok, like I give a ----7£about a drunk getting to his room safely, after trying twice to get into my room. ( one time with security helping him.)
I called the front desk, asked for the MOD. Manager on Duty and who do I get. The Security guy. That was it, called the front desk, asked for the GMs voicemail and left a message for him to call me anytime, figuring he wouldn't even get it while we were here.
In the Morning 9:00 AM sharp, the head of security calls the room. Sorry that it happened, but you know, lack of training, the guy knows he screwed up, what can I do for you to make it right. I told him I was glad I had thrown the deadbolt, because it could have been much worse if two guys had come up the stairs once inside, ( door opens to a staircase inside the room and it's a walk up.) We were up when he called BTW because of the small children on either side, they are early risers. Fed up with the excuses, on the way out of the resort for the day, I stopped and spoke to an ambassador at the front desk area. I purposely walked her away from the desk so as not to be overheard explaining the fiasco of the day and evening before. The reason I did this is because I was sure security wouldn't say anything, and there were the other issues outside of security to deal with.
I explained A-Z about what happened from refrigerator to phone and beyond, she told me she would get back to me, and asked for my cell number. No problem.
About 40 minutes later I get a call from the assistant GM. Nice guy, but he hadn't been briefed about the entire conversation so he was stuck on the security issue, and even then he stumbled. It seemed to be excuse after excuse after excuse from almost everyone. It boiled down to him asking if he could do something for us, buy us dinner to make up for the problem. I laughed and told him there was nothing he could do for us. Maybe they are so used to trying to give you Something to shut you up, that they have forgotten that a sincere apology, is better than trying to buy your silence. They also don't know that I review, and tell it like it is the good with the bad.
The only thing I asked for was a do not disturb sign for our door for the second evening. It arrived.Yaaaaa.
The positive aspect of this is that except for the excuses, everyone, and I mean everyone was really nice, maybe not smart, maybe didn't get it, but really nice. Another positive, saw a real roadrunner, walking around the walkway this morning on the way out for the day, that was cool.
We kind of felt used, spending our vacation time, fixing and addressing hotel problems, in a hotel that boasts of being one of the best. Anoying time consuming, and a bummer. And after all, it was a Groupon stay anyway.So they don't really care.......