Never Again!
Our stay would have been phenomenal if not for the first night.
Grounds and room overall are fresh, clean and inviting. Our room had a king bed, and pull-out couch divided by a fireplace. Check-in was easy, the front desk assured me that there is someone at reception 24 hours in case of anything. At about 12 PM our fire alarm goes off shortly after the carbon monoxide alarm sounded telling us to evacuate the room. My children were sleeping and we never turned on the fireplace.
We ran downstairs to the front desk only to find the doors locked with no one in sight. I had been calling the front desk for over an hour with no answer. Finally, I decided to call the fire department. The fire department came and assessed the room, while my entire family waited outside. Still no sign of the front desk staff. After over an hour the front desk appears and stated he was on the other side of the resort doing maintenance and didn’t think to take his phone.
He told me that management was on vacation and I could bring up my concerns to the front desk in the morning. The next morning, the front desk said they would provide the manager with my concerns. They offered me a complementary bottle of wine and bar of soap. At check-out I learned the the manager of the building felt that waving the resort fees, the bottle of wine, and a bar of soap was sufficient enough to remedy the situation.
Terrible customer service. This situation was not only unsafe, but unprofessional and unacceptable.
번역
