Misafir Kullanıcı
15 Kasım 2023
Our stay has been one that has left a bitter taste in our mouths in all our years of travel. Firstly, when we arrived at the resort, we were that our bill was now about $3,600 including the caution fee charge of $500. We were all surprised because the booking we received was over $2,000. At the check-in desk, they began to state that they sent that after our initial booking of over $2,000, which was an incorrect bill, and sent by a former email that they no longer use. This was a ridiculous statement because how can a company send out wrong billings to customers with a huge difference in price???? After our complaint, the person at the desk in the name of Robert Monaey called his manager who then resolved to give us our original booking fee of over $2,000. Second issue: We asked for our room to be cleaned and they said they have two packages: TOUCH-UP and the FULL CLEANING. I then proceeded to request for the full cleaning. I later received a message saying they would have to do a deep cleaning, saying the house required deep cleaning. This was another issue seeing as they only gave us two package options for cleaning. We declined to go for deep cleaning but was then informed that cleaning had already been done and they will charge only the amount for FULL CLEANING. Prior to cleaning, I asked that the charges be put on the card on file. Unfortunately, the card didn’t go through and the payment must have been declined. I was sent a message that the card declined but didn’t see it until very late at night because we had gone out and didn’t get home until very late at night. My phone had died and I didn’t see this message quickly. The message stated that our payment didn’t go through and we could be locked out. Due to this, they then proceeded to lock us out of the apartment by changing the codes. We had children of ages 2,4 and 7 and grand-parents. The outstanding payment could have easily been sorted out in the morning seeing as they don’t even have anyone available at night. I am utterly surprised that a hospitality facility would not have people to attend to guests for 24 hours. Luckily my dad was in the apartment and we were able to get into the apartment. The next day, you then proceeded to tell me that they found blood-stained sheets, and they discarded them. Who just discards sheets? We were told we had to pay over $200 for bedsheets. We were informed that we had to pay for the blood-stained sheets. We have never heard of this all-Guests stain sheets all the time, I have never once seen guests being asked to replace bedsheets. One of the kids got a nosebleed during the night which led to the blood stain. Those stains are easily removable by washing and with the use of a good bleaching agent. Third issue: To even complicate matters further, upon our exit, we were charged for: 1. Excessive cleaning- can you explain what that even means because I am wondering if I ought to clean the house before leaving??? 2. Missing pillow cases: which no
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