TripAdvisor Traveler Rating

I made a reservation at your hotel, but unfortunately, due to the hurricane and the resulting disruption, we were unable to use the reservation. When I contacted the hotel chain’s reservation department, I was told that because of the hurricane, refunds were being granted even when reservations fell outside the normal cancellation window. Our reservation was made through Priceline, and because the hurricane occurred so close to our reservation date, we were technically outside of the standard cancellation period. Unfortunately, since then, I have been passed back and forth between Priceline, the hotel chain’s reservation department, and the local hotel, with no resolution. The hotel chain’s reservation department told me that the local hotel has to authorize and handle the refund. The hotel’s phone lines have been extremely difficult to reach since the hurricane. After hours of attempting to get through, I was finally able to speak with Hector, and was told he would cancel the reservation on the hotel side. However, I am unsure if Hector actually did as he stated. At this point, however, I am still unable to receive my refund of nearly $2,000. Priceline has told me that they cannot issue the refund until they receive a written response from the hotel regarding the cancellation. Priceline says they have sent multiple emails to the hotel requesting this information, but the hotel has apparently not responded. I have also attempted to contact the hotel directly by email without receiving a response, and reaching the hotel by phone has been nearly impossible. On the one other occasion when I was able to reach the hotel, I spoke with a female representative whose interaction with me was extremely unpleasant and unprofessional. I understand that the hurricane has created an incredibly difficult situation for everyone involved, and I have tried to be patient and understanding of what the hotel and its staff are dealing with. However, customer service and communication are still important, particularly when a customer has nearly $2,000 tied up in a reservation that could not be used because of circumstances beyond their control. This has unfortunately been one of the most frustrating experiences I have ever had with a hotel. I am simply asking for the hotel to provide Priceline with the written authorization or confirmation they need so that my refund can finally be processed. I would sincerely appreciate someone taking ownership of this situation and helping bring it to a resolution. I am not asking for anything unreasonable—I am only asking to receive the refund that I was told would be available due to the hurricane. Update: Another week where I can’t get in touch with the hotel and no word from them….. worst customer service I’ve ever dealt with. Update: Almost 3 weeks later, and still no resolution, I have been in touch with Hector, the general manager, and Tiffany, the Guest services manager and both of them are other ghosting me, or giving me the runaround. They say they will help, yet keep making excuses. In the meantime, the multimillion dollar hotel keeps my family’s $2000. Final update: After repeated assurances from the hotel reservations department and Hector that my booking would be refundable, I learned today they are reversing their position, so I will receive no refund. This has been the most unprofessional encounter I have had with a hotel. When searching online, you might be drawn to them because they seem to lower prices far below other resorts to attract business; I suggest paying the additional cost for a legitimate resort that does not treat guests this way. This has been a learning experience for me, but I hope others will avoid what I had to learn the hard way.

Our room was so musty smelling I slept with a washcloth over my nose. The next morning asked about a different room but they said it was because we had a beach view. The next morning our floor was all wet from the air conditioner. The dvd player did not work and the response was always sorry. Our clothes were all damp like we were camping outside. There were bugs in the bathroom. Yes the pool was nice but it would have been nice not to have the damp musty room!!!!!! NEVER AGAIN!

The staff onsite and at the corporate office are not kind. I recommend trying a different hotel chain all together. Especially if you’re a solo traveler!

I think the staff at the desk is the best. The room is comfortable and feels like a bedroom. It’s very easy to get around. I also enjoyed the pool.

Issues with room being ready on time. The grounds were amazing. The beach was incredible. The tiki bar and pool area was fabulous. Close proximity to the rest of the island was great.