Look out for hidden fee on your bill at check out!
Posted Oct 26, 2016 on Hotels
We usually love staying here, and usually have a good experience. This was our 4th trip to either Playa Grande or The Ridge, so we've been there plenty of times to know what we are getting ourselves into. We often stay at The Ridge because we like the pool, free breakfast & wifi, and location. However, we received a surprise at the end of this trip. When checking out, the associate quickly handed us our bill for incidentals, which included things such as drinks at the pool, restaurant, etc. It was broken out into several line items and we were in a bit of a hurry to catch our ride to the airport, so I looked at it and asked the associate "these are just charges from the pool & restaurant, right?" He said "yes, that's it!" So I signed it, asked him for a copy and we checked out and left. When getting home, I noticed they inserted (to where it blended in with the rest of the charges) a charge for "Solmar Foundation Optional Donation." The associate NEVER pointed this charge out to me and I was not aware that I agreed to it. I've contacted The Ridge about this, and they won't transfer me to the billing department. I sent an email over a week ago, and still no response. It's disappointing, because we've been staying here since 2011, and have never had an experience like this. Regardless of how big/small the fee, the fact that they snuck it on to the bill without telling me is just wrong (and could be considered theft). Please double-check your bill if you go!
Comment from Hotel Management
Nov 10, 2016 by General Manager, Hotel Management
I appreciate you in taking the time to share your comments and experiences related to your last stay at our resort.
We have every desire to address your feedback and provide the best solution available to handle things differently. In addition, we will further evaluate how we can prevent this problem from occurring again in the future. Please accept our sincerest apology for any trouble or inconvenience you may have encountered. This feedback will assist us in becoming better at what we do.
Our goal is to provide every guest a beautiful and memorable vacation throughout great service and devotion towards our guests.
I hope to have the opportunity to host you again in a near future to provide you with the excellent experience and service that you deserve.