I have stayed at this resort numerous times and have always given it great reviews. I made my reservation two months prior to arrival, a simple weekend at the beach… but this is what happened….
The last time I stayed at the property I had the most awesome villa in the Scallop building, so when making my reservation, I requested this same center, oceanfront villa again. I soon received an email from a pre-arrival specialist, and I was told my request would be sent to the “rooms control department” as I had prepaid for the whole weekend.
So upon arrival, the desk staff greeted me with a curt almost aggravated nasty tone asking me if I had a reservation and if so what was my last name. Upon confirmation, she proceeded to blast ALL of my pertinent information out to me and everyone standing within earshot. My full name, my mailing address, my telephone number, my email address and the credit card I would be using.. all of this is understandably necessary but never had I seen this approach with such a blatant, nonchalant attitude. Very unprofessional especially with my personal data.
After this debacle, on to my room.. she says we
see you requested room # so and so but we were unable to fulfil your request. She proceeded to tell me she had me in a second floor villa that barely had clearance to see the ocean but was still oceanfront and it was the only villa available. I asked her to please check again with her manager, because I was not satisfied with what she was offering me. So she walked away and stayed in this back room behind the desk for at least ten minutes… leaving me standing there unsure of what to do. She reappeared and told me she had one other villa, I asked her if I could see them both before agreeing to check in. She again had to vanish and ask for permission.
Now, this is the only good part, the staff member that showed me the villas was delightful; his name was Rob and he totally understood my issues. He ended up showing me 3 villas – (another villa was miraculously found) the third room was higher up (14th floor) but not in the closest oceanfront building. This building is behind the swimming pools, and is still considered “oceanfront” even though you are far away- at least it was high up enough to actually see the ocean.
Throughout all of this, I felt so aggravated!! Before picking my villa of the 3, I asked to see the manager in hopes he/she would understand and show me some compassion or perhaps listen to my story. Upon meeting this human named Zack, it was obvious he could give two flying poops if I was happy, unhappy, alive, or dead. It was beyond disappointing. He told me basically there was nothing else he could offer as owners have the first choice and that he felt like he had gone above and beyond giving me three villas to pick from (although none were what I had paid for or requested) and if I had a problem to check with his manager in the morning, take it or leave it.
So the villa I selected was nothing like before – I only picked it because it was the highest floor. The beds have been changed and are horribly uncomfortable and the bed pillows are equally annoying. The master bathroom, which was handicap accessible, was nothing like the master baths in the other villas. The whole room was just not the same nor as clean as I remember.
If you are an owner here, I hope like hell you get treated better. I also feel like if this property is driven more towards owner precedence, then it shouldn’t even be open for weekend rentals to non-owners, nor should it invite potential buyers if all of the best villas are taken.
The assistant manager Elise did call me the next morning to ask me what had happened – after telling her this whole exhausting story, she apologized for any inconveniences I had experienced and encouraged me to have a great day with what I had.
Nothing stays the same – sadly, everything changes. I truly hated how I was treated and didn’t enjoy my stay at all.