10/10 Exceptional
22 Dec 2024
Great Resort With Great People
We were very excited after reading all the 5-star reviews, but upon check-in we were given a room that did not meet the criteria of the room we had booked. I requested a new room, in line with what I had booked. They were very apologetic and offered a new room, but needed time to clean it. Over 24hrs later the room was still not ready, meanwhile we were there with a 1yr old. We began to wonder what all those 5-star reviews were all about. Enter Hadi, on the afternoon of the 2nd day he found out about our situation, came out to talk to us and offered his apologies and promised to fix it within a few hours. Later that day we were given an amazing room and helped to pack and move. While everyone until that point was kind, there was no action. Customer service is more than just words, at the end of the day if there is a problem then it needs to be solved. And until Hadi got involved, there was no solution for a day and a half. We had an amazing time after changing our rooms. Pool, beach, restaurants and service everywhere was top notch. Special thank you to Hadi, AP from Ava and the South African man from the restaurant on the beach. Their customer service was outstanding and much appreciated and we look forward to going back thanks to them.
George
George, 5-night family trip
Verified Hotels.com guest review
