Be very careful of the front desk if you book this hotel
Aug 28, 2024 Island P London, United Kingdom
Be careful if you stay here. The hotel completely messed up mine and my partner's booking and ruined our stay. We booked via British Airways using their package holiday which was fully paid for and booked almost a year ahead of our stay. Checking in the night that we arrived was fine, there was a power outage so I was unable to pay the service…
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Be careful if you stay here. The hotel completely messed up mine and my partner's booking and ruined our stay. We booked via British Airways using their package holiday which was fully paid for and booked almost a year ahead of our stay. Checking in the night that we arrived was fine, there was a power outage so I was unable to pay the service fee. I went back to the front desk the next morning to pay the fee only to be told that it was paid, however, I owed $640 as my partner was not on the booking. This made no sense. We booked a package holiday from London to Turks and Caicos for a week and 4 nights on the way back in the Bahamas at Warwick, however, the manager Sharma and the booking manager insisted and said that the booking was only for one person despite me showing them my BA hotel voucher and receipt for the holiday for TWO PEOPLE. I was told that those are not valid and I needed to call BA. I refused to call BA as I told them that that's nonsense. I went downtown with my partner and returned to the hotel to find out more about this mishap, our morning out was cut short as I was worried and confused as to how we could have paid over £5000 for a holiday and a hotel telling us that it's just for one person rather than two.
When we returned to the hotel after going downtown, I was told that they could not get through to BA and I should call them and their system is showing that there is a balance to pay. I told them that I am fully paid and I'm not paying anymore other than the service fee of $160. I also asked them to show me the paperwork where they claimed that I used my card to pay the service fee (bearing in mind that I did not pay the fee as the systems were down the night that we arrived). When I looked at the paperwork the information that they were looking at was for a completely different guest not me for a different room not mine! I walked off and they apologised to my partner and then to me later that afternoon. We were offered champagne and chocolate covered strawberries as a gesture of goodwill and told that the service fee would be halved. The champagne took ages to arrive the next day and we DID NOT receive the chocolate covered strawberries.
Sharma apologised profusely and rectified the situation immediately when she realised the mistake. However, her colleague a woman with braids in a bun who caused the mistake and ruined our stay did not apologise for her mistake. She ignored us the whole time after her huge mistake, this is extremely unprofessional and this worker should not be at the front desk at a 5 star resort messing up people's bookings and trying to bully them to pay more money that's not due. Management needs to look into this properly and take appropriate action so that other guests are conned into paying fees that they don't owe!
Positives
The food at the buffet is delicious and the wait staff are fantastic and friendly, despite the above it's one of the best all inclusives that I've stayed at in the Caribbean. I had a King Suite and the room was spacious, clean and had a fantastic view of the pool and beach.
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