Extremely Disappointed - After Many Years of Loyalty.
May 19, 2025 P4689FVkevinm Cheshire, United Kingdom
I’ve stayed at this hotel on and off for many years via Virgin Holidays and always had a great experience—until now. This visit was a complete letdown. Our room smelled strongly of wet dog, likely from the carpet, and despite reporting it twice, no action was taken. When I requested a room across from my family member, the manager (Victor) was…
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I’ve stayed at this hotel on and off for many years via Virgin Holidays and always had a great experience—until now. This visit was a complete letdown. Our room smelled strongly of wet dog, likely from the carpet, and despite reporting it twice, no action was taken. When I requested a room across from my family member, the manager (Victor) was reluctant and tried to talk me out of it. That room turned out to be recently refurbished and far better—he claimed it wasn’t, which felt disingenuous.
The second room we booked was left unlocked for hours with no explanation. On departure, we were charged for VIP parking we never used and told to resolve it ourselves. After already wasting hours dealing with room issues, I refused and the receptionist cancelled it down, but advised she was not supposed to do so. Its your error sort it out, I am not going from one department to another to resolve your mistakes, that is down to you, not me. Your mistake, sort it out. It's not too much to ask.
The passing of Mr. Rosen, who used to personally engage with guests, may explain the noticeable drop in standards. It’s unfortunate, as I had planned to return next year—but I’ll be booking elsewhere. Florida has plenty of better-managed options.
To me, the managers are covering up a whole mess in this hotel and come across as totally uninterested and lacking in experience and professionalism.
Hopefully, Mr Santos will see this and request an internal review on procedures ?
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