Arrived late, no issues. Next morning received a request to complete an evaluation. I indicated the room location was poor on the scale but everything else was satisfactory. Later the Manager sent a message that they would be happy to move us to another room. Nice surprise and the move was completed.
During our stay my son would visit the bar by the pool/ocean to get a drink. No issues the first few days. He would go up and order his drink and charge it to the room with no issues. On the third day however when he went to the bar the server ignored my son and would serve other guests as they approached the bar. After watching this for a few minutes I got up and went over to the bar to ask my son why it was taking so long. He indicated that the server was not taking his order. I told him to wait until she finished with the present order and I would be back in a few minutes to check up on him. I made sure to make eye contact with the server before I left. When I returned a few minutes later I watched as a new set of guests approached the bar and the server asked for their order. My son still had not been served. When my son informed me he had still not been served I immediately asked the server if she was going to serve this (13) young man? What was the problem? He had been waiting as guest after guest was served and he was ignored. I asked her to inform me if she planned to serve him or not so that no more of our time was wasted. At this time my son walked away embarrassed.
Comment from Hotel Management
Mar 21, 2017 by GM, Hotel Management
We were glad to hear that after finding out from Expedia that you would prefer a higher floor our front desk staff was proactive and able to change your room location. The bartender should have been more attentive in handling your son’s order. We were sorry to hear that this single experience at the bar overshadowed all the great about your family beach vacation. Thank you for your review, I will pass it along to our Bar Manager.