They don’t seem to care about customers who aren’t members or are from overseas, since I assume that they speculate that you won’t be a returning guest, so they don’t have to treat you like you would expect for such a property. Here what’s happened to us. We booked a room, were charged in advance accordingly to their policies. As we checked-in, we were informed that they will be doing some roadwork in front of our casita the next morning. We thought, great, the noice and smell we experienced as we arrived would be lingering (they were doing the road going to the resort). But we hoped to be out for breakfast at 9 am so that the disruption would be nominal. With the turndown we received a letter which stated again the roadwork beginning at 9 am. Now it comes: we were woken up by a loud noise at 7 am. We thought that it was garbage collection. No, it was the roadwork at 7 am instead of 9 am in full force!!!! Since we were awaken, we decided to have a coffee on our terrace but it was so loud that we retreated inside. As I called the reception to ask what was going on, I was told by Sheryl that they began earlier to be done earlier!?! We booked a room at a spa hotel and not at an airport. We didn’t want to be woken up by roadwork at 7 am, especially as they were planned at 9 am, a much convenient time. Except a frosty apology, no compensation offered. She told us that she would put a note if they can make something but nothing occurred as we noticed during our checkout, which was handled again by Sheryl. I don’t want to judge if the roadwork was necessarily at this particular time but the resort didn’t seem to be full at time, so that they could have either put us directly in another room or asked us if another room would be convenient. No, like I said they probably assumed that we won’t visit regularly, so why bother. We also noticed that the service was friendlier for members of the club. But the service wasn’t the low point of our stay but the roadwork at 7 am. Without notice. They could have informed us earlier, so that we might have chosen to cancel our reservation. Instead they probably thought, why lose money with guest from overseas!?! We received twice an email to fill a satisfaction form. I waited a couple of days to fill the questionnaire to see if it was the new hospitality standard and to calm down but fortunately it’s not the new standard, it was the policy of this resort. They even have reacted to my comments yet. For a night at 1.600$, it’s outrageous.
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