"We had a wonderful stay overall, but I want to provide balanced feedback regarding a specific incident after checkout.
First, the positives: Our stay was made truly memorable by two exceptional staff members, Devaughn and Jermaine (From Prime) . They went above and beyond to ensure we were comfortable and well taken care of. They are a credit to your team.
However, we encountered a significant issue after checking out. We were given a dining pass so we could enjoy a meal before departing. After waiting in line for 15 minutes, we were told by the hostess that we could not be seated because our armbands had been removed. We explained we had just checked out and showed her the pass, but she insisted she was following instructions from her manager.
Fortunately, a more knowledgeable hostess saw what was happening and intervened, resolving the situation. While we were grateful for her help, the initial interaction was frustrating and unnecessary.
Suggestion for Management: Please ensure all frontline staff are adequately trained on policies regarding guests who have checked out but have valid dining passes. A little training would have saved us 15 minutes and a lot of confusion.
Despite this hiccup, the service from Devaughn and Jermaine ensures we would consider returning. Thank you."