Peacockprincess2023
Couples · November 20252/10
Don’t ever stay here! Where do I start? Oh let me count the issues….
1. Room Issue Upon Arrival
We booked a Bayview King room through Southwest Vacations and were given a room that did not match wha...Don’t ever stay here! Where do I start? Oh let me count the issues….
1. Room Issue Upon Arrival
We booked a Bayview King room through Southwest Vacations and were given a room that did not match what we paid for. The “Bay View” was simply a view of another hotel building. When we raised the concern, the hotel insisted it was correct and refused to move us unless we paid for an upgrade. It was not the start we expected from a resort of this caliber.
After getting nowhere, I contacted Southwest, who reached out to the hotel. Only then did the hotel call our room to say they would move us “after 4:00 pm when a room opened.” This was Wednesday night. By Friday, we never heard from anyone again. After nearly 1.5 hours of going back and forth between the hotel and Southwest, we were exhausted and gave up.
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2. Injury at the Beach Mishandled
While sitting at the beach, a chair slammed down on my hand. It immediately swelled and turned black and blue. I also have a bleeding disorder, which I clearly explained. The waiter and waitress responded quickly with ice and were wonderful but everything after that was concerning.
Instead of helping me access medical assistance, staff members focused on taking an incident report while my hand continued to swell. I was told “it’s just a bruise,” despite obvious discoloration. At one point, I was told I could walk five minutes to the lifeguards myself if I wanted help.
Several employees also mentioned they had never handled anything like this before, and unfortunately, it showed. The response felt disorganized and uncertain, and no one seemed to know what steps to take, which contributed to unnecessary delays during the situation.
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3. Front Desk Interactions Were Shockingly Rude
We also hadn’t been given our room key back after the beach incident. When my husband went to get a replacement, the manager told him he had to “get in line,” even though the hotel had taken the key during the incident. Not exactly the time for rigid policies or attitude.
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4. To Add Insult to Injury — Literally 😂
To make matters worse, while all of this was happening, a second beach bar charge appeared on our card (around $27) even though we had only placed one order and our tab was already closed. Our Apple Pay token was clearly used to close someone else’s transaction.
5. Room & Linen Quality Below Standard
The overall room quality was also disappointing:
• The pillows were completely flattened and offered no support.
• The mattress was uncomfortably firm.
• The towels, in the room, at the pool and at the beach were worn, fraying, and visibly stained.
I’ve stayed in many nice hotels, and I have never experienced this level of wear and lack of upkeep across so many basics.Show More
