Below is the response from the resort to our travel agent regarding our stay. I will respond to each section in capital letters to distinguish their lies from the truth:
Following a thorough internal review, we can unequivocally confirm that the guests were not harassed, yelled at by any staff member, or subjected to any physical confrontation regarding documentation.
To provide clarity on the events of their stay, we would like to share the following details: A STAFF MEMBER FOLLOWED US, A 15 MINUTE WALK FROM THE LOBBY, TO ASK US TO SIGN A CONTRACT THAT WE WOULD NOT HOLD THEM LIABLE OR WRITE A NEGATIVE REVIEW, AND THEY WOULD LET US EAT IN THE PRIVILEGE RESTAURANT. WE REFUSED TO SIGN. WE HAVE PICTURES OF THE CONTRACT AND THE ENCOUNTER
Dining & Amenities
Restaurant Operations: The Marlin’s restaurant was open on their arrival Sunday and remained in the standard dining rotation throughout their stay. IT WAS CLOSED FOR 3 DAYS WITH NO OPTION NEAR ADULT POOL.
Lunch: When the guests expressed concerns about lunch options, they were advised of multiple open venues, including Captain's Market, Martha's Market, Red Snapper, Ocean Eats, the Jerk Center, and Ocean Burger. However, the guests declined to leave the beach area and insisted on dining exclusively in the Privilege Lounge. DID NOT INSIST ON PRIVILEGE BUT WE ASKED FOR TO GO CONTAINERS TO BRING LUNCH TO OUR DAUGHTERS AND WERE TOLD THEY DIDNT HAVE ANY. HOWEVER THE NEXT DAY WHEN A ROACH CROSSED OUR TABLE AT LUNCH THEY PROVIDED TO GO BOXES
Lounge Exceptions: Despite not purchasing the upgrade, the guests entered the Privilege Lounge without authorization for lunch on July 1st and refused to leave. MANAGER OFFERED US OPPORTUNITY TO EAT THERE AFTER ROACH INCIDENT. To accommodate them and maintain goodwill, our Food & Beverage Manager made a special exception. Later that day, we even coordinated a formal, private dining experience for them in the lounge at a designated time.
Service Recovery & Guest Relations
The Agreement Letter: After reviewing our standard agreement letter, NOT AWARE THAT IT IS STANDARD TO SIGN A LETTER TO NOT HOLD LIABLE IN ORDER TO EAT IN PRIVILEGE RESTAURANT the guest in room 3230 declined to sign, stating she felt uncomfortable doing so. Our Duty Manager, Ms. Virgo, contacted her to explain the document and ultimately waived the signing requirement entirely as a gesture of goodwill. Despite this accommodation, the guest chose not to honor her 7:30 PM reservation at the Privilege Lounge. SHE CALLED WHILE WE WERE ALREADY SEATED AT ANOTHER RESTAURANT
Compensation Offered: The actual compensation package offered by the resort was a special, complimentary group dinner arranged for all ten (10) ladies in the party. IT’S ALL INCLUSIVE SO HOW IS THAT COMPLIMENTARY?
Room Move: Regarding the mention of insects, our Duty Manager was shown a video by the guest in room 3213. She was promptly relocated to room 3338 to ensure her comfort. BECAUSE SHE SHOWED UP IN THE LOBBY AT MIDNIGHT WITH BAGS PACKED. HOWEVER THE COMPLAINT ABOUT BUGS IN ROOM 3230 ALL FOUR DAYS WAS IGNORED!
We maintained continuous communication with the group throughout their stay and did our utmost to find amicable solutions. On behalf of our entire management team, we sincerely apologize for any inconvenience our mutual guest may have experienced, and we appreciate your partnership as we work to resolve this matter.
WOULD LOVE TO SEE HOW THEY WILL RESOLVE IT!!
