I received a notice of ban/trespass from the resort on 10/27 for "incidents" I was supposedly involved in. The incidents are actually legit complaints I filed about two past stays. Prior to this notice, I received a text from Jessica Ragin saying to call her prior to booking my next stay, this was about a room upgrade she offered in an email several months ago..She then turned around, had me banned from the resort I believe because I went over her head and complained to a higher rep about a refund of resort fees... My complaints are all legitimate, pertain to issues of cleanliness as well as technical. My first stay in March of 2017, partially eaten food was found in refrigerator, two bottom drawers were dirty, a large stain on carpet leading in kitchen. Technical issues include a phone cutting out during calls despite battery replaced, hotel staff kept coming in room without knocking, harassed over slight movement of items in mini bar. Second stay was slightly better, except mini cooler supplied for food and beverage storage was not adequate and had a strong sour odor in it, no microwave supplied for use. The bathroom toilette did not flush correctly, guest bathroom had to be used. Crumbs and dirt found underneath end piece to sofa when it was moved into place, cleaning staff moved it out of place to cover up mess. Watch out if you complaint about the resort, they will ban you.
“Renovated rooms are nice but cleanliness isn't great, several technical issues”
• Previous review
Renovated room is a nice change but, appliances are inadequate and cleanliness isn't great. The refrigerator supplied for food and beverage storage is same size as minibar refrigerator, being as small as it is its impossible to store both food and beverage. There was no microwave supplied to cook, I had to request one. When I moved end piece of sofa inline, crumbs and dirt were found under it, it appears cleaning staff simply moved the end piece out of line to cover up mess. The bathroom toilette behind bedroom did not flush right, the guest bathroom had to be used. One of the maids left a dirty pillow case behind as well as took phone off hook in bedroom for whatever reason, this happened on the second to last day of my stay. Guest services would only refund three days resort fee out of the seven I stayed, I requested a refund in full. This is the second time I've had issues with cleanliness as well as technical.
I attempted to reach Simon Pettigrew, VP of Operations, was directed to a Marleen, she was detailed about my past stays which were both disappointing. I then received a call from a Carlos Chavez whom was already aware of my past experiences as he had reviewed my account. I've experienced issues related to cleanliness as well as technical twice at this hotel..... food was left in refrigerator from a prior stay, carpet had a large stain leading into kitchen, two draws in refrigerator were both dirty and had to call twice to be cleaned. Technical issues included a phone cutting out, battery replaced and still did not work correctly. Hotel staff would come into room without knocking....This is all from first stay.. I elected to stay a second time, give it a second chance. Unfortunately, similar issues experienced yet again, which were detailed in complaints/emails/calls. The mini cooler supplied for food and beverage storage was not adequate, same size as mini bar cooler. It also had a sour smell in it from a prior spill. When I moved end piece to sofa back into place, crumbs were found, staff moved it out of place to hide mess. Technical issues include bathroom toilette not flushing correctly, guest bathroom had to be used, a loud sound of running water in bedroom late at night. As I said before, these issues were detailed and reps would only refund partial resort fee, which was like pulling teeth. This is very disappointing, second time around. My recent attempt at resolution which includes a FULL refund of resort fee, was met by a run-around with a Marleen. A Carlos Chavez reached out, however, the reason for his call was merely to provide his info in case I choose to stay again which is unlikely...He seemed to offer discounts off future stay and stated he would inspect room prior to arrival, which was supposedly done last time...Needless to say, a run-around.