Playa Azul Baler

Skeletal staff but some tried to truly do more than their best and with a smile. I slipped on the floor and regardless of how I slipped I was blamed. The front office heard me ask for help ( I was so embarrassed on the ground asking for help) no staff came until a guest having a snack jumped up to help me and said that they were so unresponsive and I was in the state of shock. I then asked for Ice and it was the guest who helped. The worse was while they front office agent knew I was in dire need she still continue to check in guests without even showing me it mattered that I was down on the ground w an ankle that snapped. Shortly after I was taken to my room and then I had to personally call for someone to conduct immediate therapy in which I payed for. The following day I was able to think things through after being in shock then called the front office to ask for the manager and the repose was she is BUSY. I then said okay “ can you pls tell her to pls call me to find out details.” Their response “ She is Busy yet again” I then followed up and at that point stated why would it have to be me to pin her down knowing there was an accident on the premise “ she then started to argue w me” I then said can you pls at least come to my room and have a properly conversation with me since I can’t move and have my leg elevated she still refused and said let me call the ambulance on you then I said don’t you think you should check on me first then started to switch gears and state I was flustered in which at that time I was but made it clear I just wanted someone yo help me since I was in pain. Ended up having to go down and when I said you do know that when a customer begs for your help you should at least care enough then I said that the customer as a saying is right especially if she fell and was injured. She then said NO that’s not true customers are never really right. I was in shock then she proceeded to grudge the left me in the front office instead of pacyfing the situation she made it worse. Also I was served reheated (yes we asked to reheat as they offered and my food was rotten) that same lady then blamed it on me. I found out that she is related to the owner in which likely made her feel above her customers. As a manager one should always be calm, in tact and not exaggerate infact apologize if someone fell. Then the kicker she told me it was my fault for tripping. Are they in the service history and if so, why make your customer anxious knowing they lost one day of vacation payed time and was bed ridden? They least they can say is A- sorry B- is there anything we can do and C- not blame the customer. Bathroom was pretty smelly and the floor was like a sticky restaurant dirty floor. I’m so sorry to say such but if there wasn’t a fowl attitude from the manager who was never available always in their AC office and frowning with entitlement issues that place has so much potential. Payed for my night BUT CHECKED OUT!

The best hotel in Baler! Outstanding customer service by their entire staff! Yvone Ramos, the manager, along with Rochelle and Jen at the front desk accommodated our date alterations. Also, Billy at the restaurant was very prompt at our service needs. I want to ensure these hard workers get recognized! The beds and pillows are super comfortable. The rooms have balconies overlooking the beach. Both my kids took surfing lessons, all scheduled by the hotel. Rommel is an awesome surf instructor! I totally recommend this hotel!