Horrible Customer Service
Posted Jul 13, 2015 on Orbitz
The villas are beautiful.
The maids do a great job, and are very friendly.
The management has extremely limited customer service skills, and do not follow up as promised.
To be brief, by the third day of our stay, it was clear the pool was contaminated. It went from sparkling blue to green, to murky (so much so that you couldn't see the bottom--and only 5' deep), to smelly and probably unsafe.
Repeated complaints to the maids, the concierge, and the pool man were not properly responded to (i.e., the pool water continued its decline into swamped). On the fourth day of unusable pool, I contacted the booking service for help. They called the manager, who refused to deal with them, saying the customer had to come speak with her directly.
So I walked the 100' to the office, so I could describe the situation to her. Wouldn't it have been better to come see for yourself? Or to make the effort to come to the customer? Or at least call to find out what was wrong?
She was very defensive, said she was unaware of any problem, and did not apologize. She said she would investigate my claims.
I told her since our private pool was unusable for half our time, I was at this point looking for some sort of compensation. She promised to discuss this with her supervisor, and get back with me.
By the next day (5th day of problem), the pool was back to a pristine condition.
She never got back to me on compensation for the inconvenience. I went back to talk to her when we departed the property, but she wasn't in yet, as it was only 9:30 a.m.
Still haven't heard back on my complaint.
Significant customer service issues here. Stay elsewhere until they fix this issue. It's too expensive to offer this poor of service.