I am writing to formally express my disappointment with my recent stay at your resort, which fell significantly short of expectations based on the details provided online at the time of booking.
Prior to confirming our reservation, I carefully reviewed the property’s website, including the listed amenities and services available at an additional cost. Upon arrival, I encountered a number of dissatisfied guests voicing concerns regarding the food service—an initial red flag. I was checked in by the hotel manager at the front desk, where I inquired about dinner reservations, referencing the amenities section that specifically mentioned dining services. I was informed that only breakfast was included with our room rate. Given the busy atmosphere at the front desk, I accepted the explanation without further clarification.
As we proceeded to our room, the bellman instructed us to follow behind him and two other groups of guests, then left us at an unfamiliar location without any guidance—despite our unfamiliarity with the property. This lack of professionalism was disconcerting.
Upon entering the room, it was immediately apparent that it did not match the images and quality advertised online. I contacted the hotel manager to express my concern about the absence of a dinner inclusion. She explained that meals were offered à la carte and not complimentary, despite the website listing a restaurant under "amenities." This discrepancy felt misleading, particularly as she later offered to upgrade our package for an additional fee, which she said could be discounted.
This situation was especially frustrating as we were celebrating my husband's birthday. We were forced to leave the resort to find dinner at a nearby restaurant, which impacted our experience significantly.
The issues continued upon returning to the room:
- Only six packets of milk were available in the refrigerator.
- The television was inoperable.
- The shower caused extensive water leakage across the floor.
- The bathtub was rusted.
- We observed insect activity in the washroom.
The next morning, we attended breakfast at 8:00 AM only to find the food quality unacceptable. The experience was so disappointing that we checked out by 9:20 AM—well before our scheduled departure time.
At no point during check-out were we asked about our stay or offered any resolution for the numerous concerns raised. The overall experience was unacceptable for a resort of your claimed standards.
I trust this feedback will be taken seriously and prompt necessary improvements in your operations, customer service, and transparency in online advertising.
