from Clarkston, Mi
Submitted on 01-14-2016
Would Return or Recommend: No
We booked this trip back in July 2015 after reading the many good reviews about this resort. So, you would imagine our surprise when we checked into the hotel on 1/1/2016 and were EXTREMELY disappointed with EVERYTHING! First off, before we even received our room keys (our room was not ready when we arrived at almost 3:00pm which is unacceptable), the resort had cast us off to the concierge who made an attempt to pre-sell an hour and a half meeting for some sort of timeshare or similar. (We ha...
We booked this trip back in July 2015 after reading the many good reviews about this resort. So, you would imagine our surprise when we checked into the hotel on 1/1/2016 and were EXTREMELY disappointed with EVERYTHING! First off, before we even received our room keys (our room was not ready when we arrived at almost 3:00pm which is unacceptable), the resort had cast us off to the concierge who made an attempt to pre-sell an hour and a half meeting for some sort of timeshare or similar. (We had not even been at the resort for more than an hour.) After telling the concierge that we were not interested several times, she kept on trying to sell an appointment (Even telling us that if we agreed to the appointment, then she would earn points to take her children to Disneyworld. Guilt tactic, perhaps?) This was a complete turn off!!! Room that we were assigned to was nothing as advertised. First off, we were supposed to have an Ocean View Suite, when in all actuality, we had a Pool View (you could see the ocean if you leaned over the terrace railing, but you shouldn't have to do that!). Secondly, we had a non-functional Jacuzzi (faucet handles were practically falling off, there wasn't any hot water, and the jets were not properly working). Maintenance was called twice to fix the same problem, and problems were never resolved. Other problems included: Chaise lounges for our Privileged status were not on our terrace as advertised, and we only had two wicker chairs and a table; the phone in the bathroom did not work (it actually fell off the wall and wires were missing); mini-bar fridge did not keep drinks cold; our King Sized Bed was unavailable so they pushed two Double Beds together and tried to fill in the gap with a blanket (this was horrible and was VERY uncomfortable); there was a gaping hole in the shower wall where the pipes were exposed; and the ceiling fan wobbled to the point where we thought it would detach from the ceiling.Due to all the issues mentioned above, we demanded a new room and were told to come back to guest services the next morning at 9:00am to see if there was even one available. When we asked about some sort of a partial refund, we were told that this would not happen since they dont give refunds. The resorts attitude was its not my problem? and their answer was No to just about everything we asked for. We showed up the next morning at 9:00am and of course, no one was available for approximately 30 minutes, including the resort manager that we specifically asked to speak to.We then spoke to a Customer Service Representative who tried to sell us on staying in our room. At that point, we asked when the resort manager would be on property and demanded to speak to her immediately as soon as she arrived. The Customer Service Representative without saying a word, got up and left. I looked at my significant other in amazement. Within about a minute, a Resort Manager showed up who spoke English, German, and Spanish. When my respective other told her that he also spoke German fluently, she disregarded the comment altogether, and stated they had another room for us to move into by 12:00pm that afternoon. (Typically, when two people speak a similar language, you would speak that language in order to build additional rapport.) She made no attempt to be friendly, disregarded us as guests, brushed us aside as if we were a huge inconvenience to her, and had no Customer Service skills whatsoever. Then the butler told us to go back to our room, pack our stuff, and then wait for their phone call when the new room was ready. Since it was a gorgeous sunny day outside, we told them that they could find us by the pool instead since we would not be waiting around for them. Our room was available as promised, and we ended up moving into the new room at around 3:00pm.As we were moving into our new room, we felt rushed and hurried. A butler watched as we moved our belongings from the second to the third floor, and asked how long it would take us. Are you kidding me? First of all, it will take as long as it takes. But, being polite, we replied that it would take approximately 15 minutes. Obviously, they were pawning the room off on another unfortunate guest. This was proven when we saw the new guests on the terrace the next day.We checked into our new room on the third floor (originally we were on the second), and we were ecstatic to have a functional Jacuzzi that worked as it should. However, as we noticed in both rooms, the Jacuzzi?s do not drain fully and we had to call someone from maintenance or housekeeping to drain it every time we used it (they would manually drain it with a plastic bucket). This was a big inconvenience. Our new room was an improvement, however, after being there for only 1 hour, there was some sort of construction going on in the suite directly below us. There was nail hammering, a sledgehammer going, drilling, and just total chaos. (I?m curious as to why they would move already upset guests to another room near chaos?! Perhaps because we were not an H10 member, only paid for Privilege status, and we made it quite clear that we would never return?) When we called down to the front desk, we were told that they had no record of any construction going on at the property. When we asked a butler and a bell boy that we saw in the hallway, they told us that a wall was being torn down due to faulty wires. We were obviously LIED to. We have had to call down to guest services several times to complain about the noise that just won't stop no matter who we speak to.As far as the restaurants, here are our reviews:1. We ate at Sensai three times. We felt that this was the best and safest restaurant to eat at. This is the Hibachi restaurant where they cook in front of you. Hibachi Chef was nice, but the hostess was rude.2. Coffee was decent. Most of the desserts were good, and so was the Espresso.3. Villa Marina is a buffet located by the party pool. Its dirty, serves horrible food, and has flies everywhere. 4. Casa Del Mar is another buffet (much better in appearance compared to Villa Marina) and seemed to have a good selection of food. Buffets are just not our thing. Easy to get sick from them especially in a different country outside the U.S.5. Petite Creperie was okay. They serve crepes here. Server was very pleasant.6. Los Girasoles (Mexican Restaurant) was okay. Server was rude and VERY slow.7. Ritratto Ditalia (Italian Restaurant) was nothing to jump up and down about. Slow service.8. The food served in the Privilege lounge was okay (our free Lobster was HORRIBLE). The wait staff were very pleasant and accommodating. 9. We did not eat at Route 66.10. We did not eat at Blue Moon. With all of the food complaints we experienced, we chose not to eat duck and other specialty foods for fear of getting an imposter or worse yet, getting sick.11. Room service for breakfast was decent, although the food always arrived luke warm or cold.Additional events that have transpired during our stay: 1. By the pool where people are trying to relax, the ground crew starts cutting the lawn and trimming around 9:00am. Instead of doing this around 4:00-5:00pm, once guests start leaving to get ready for an evening out, they do this in the early morning. Who wants to listen to all that jazz during a time of rest and relaxation?2. Good luck connecting to Wi-Fi. After calling down to guest services and getting many different passwords, connection is slow, if you?re lucky, or not working at all.3. Water from the shower (your skin smells like sulfur after showering), toilet, and sink smell like sewage, so we started using bottled water to brush our teeth with.4. When taking a shower, once you think you have the water temperature set just right, it will suddenly get hot then cold. It never stays at a constant setting.5. Service EVERYWHERE is slow. I don?t know if this is because they are short staffed, a poor and obvious effort from resort management to save on alcohol being that its supposed to be an all-inclusive resort, or a combination of the two.If you do come to this resort, here are some tips:1. My advice is to STAY AWAY from the BUFFET (Villa Marina), located by the party pool. This place is disgusting with flies everywhere and food not fit for your dog or cat.2. If they start pressuring you about joining an hour to hour and a half meeting to sell you a timeshare, tell them you are ill and must use the toilet. If you don?t and just tell them that you are not interested, they will not give up on selling this appointment.3. Request a third or fourth floor room.4. Dont have a room near the theater.5. Rely on getting your own drinks. Service for yourself will be faster, and with the horrible service this resort will provide, youll want to get drunker faster and probably won?t care much until after youve sobered up 6. If you already paid money for a trip here, do your best to get out of it. You will be horribly disappointed.7. Find an alternate resort you can switch to easily and swiftly should this place give you the runaround!We arrived home on 1/8/2016, and never thought in our wildest dreams that we would be so happy and relieved to be home from vacation. (We left 80 degree weather and came home to a snowstorm!)There definitely is no "WOW" factor at this place, so good luck!