Feedback on Our Recent Stay
I wanted to take a moment to share some feedback regarding our stay at your property. While we had high hopes for our visit, a few aspects of the experience left us feeling disappointed:
Room Readiness: We arrived around 2:00 PM, and although we were early, we understood that our room may not be ready. We were informed by the front desk associate that we'd need to wait, which was completely acceptable. However, upon returning around 3:30 PM, we were disheartened to find that our room was still not ready. We waited for an additional 15-20 minutes while we saw other guests checking in. While I understand delays happen, it seemed like a bit more effort could have been made to have our room ready, given the extra time.
Towel Request: During check-in, I requested extra towels since we were traveling with children and would be using the pool. I was told that the resort has a policy of only exchanging towels and that we would need to call room service for any additional towels. In my experience, this policy seems unusual, as most hotels provide extra towels upon request. While I understand policies are in place, this felt like an unnecessary limitation, especially when we were simply trying to make our stay more comfortable. This added to the frustration.
Customer Service Interaction: Throughout this encounter, I felt as though I was being spoken to in a condescending manner, as if my concerns were not valid. This was particularly concerning.