I am writing to share my experience during my recent stay at your resort. While I ultimately enjoyed my time there, I feel it is important to highlight some of the issues I encountered upon arrival, in the hope that this feedback will help improve the guest experience going forward.
When I arrived at the property, I was informed that my room had not been properly booked, which came as a complete surprise. I was left waiting for hours while the front desk tried to sort out the confusion. To make matters worse, I was told that the resort was overbooked and that my stay was not included in the system. As a result, I was asked to pay for an upgraded room—despite already having made arrangements prior to my arrival.
This was incredibly disappointing and unprofessional, especially after a long journey. It’s frustrating to feel as though I was being held responsible for an error that clearly occurred on your end. I expected a smoother check-in process, and a solution that didn’t involve me being pressured to pay more due to your overbooking.
Thankfully, once the situation was resolved, the remainder of my stay went smoothly. The staff was friendly, the amenities were enjoyable, and the resort itself is beautiful. However, the rocky start did impact the overall experience.
I hope this feedback is taken constructively, and that steps are taken to prevent similar issues for future guests.
Moreover, I was promised hotel transfers and that also wasn't done.
