DIRTY, DISORGANIZED, and TERRIBLE customer service. We booked what was advertised as a villa suite, prepaid in full. On arrival we were given the wrong room. We were told they would be unlocking the additional suite portion to the room so we unpacked the car, two dogs, the kids, only to get a phone call at 1:30 in the morning to say we would have to move. They then moved us to two, inferior rooms, one of which was FILTHY DIRTY. We were in a different building from our two children, and on a second floor unit that our elderly dog could not access so we had to carry her up and down stairs several times. The next morning, the day staff apologized and moved us back to a villa (so we moved again). At the front desk, they had indicated they would be taking a $1.00 hold in order to check us in. I checked my credit card, and they had put an additional hold on the card for a full additional booking ($700). I was assured both on check in and check out, that no additional costs would be applicable. On Christmas eve, I noticed the hold was still on my card.
I emailed the front desk and management about this, plus the horrible experience we had. Not only did they neglect to reply, they processed a double payment on my card without authorization. In addition, we accidentally left a brand new computer charger in the room on departure. We emailed right after departing to confirm they had the charger as we could return to collect it. Four days later someone finally replied and said "housekeeping didn't see it". It 100% was left beside the table in the room which means someone on the staff now is in possession of our lost item. It cost us $159.00 to replace it. Again no reply from management about either issue.
Sadly, we used to be regulars and we visited this resort twice a year for the last three years. However I would no longer stay there and I definitely do not recommend trusting this resort with your credit card or your possessions. THIEVES.
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