“Extremely disappointing experience — lack of compassion”
We booked two rooms and drove about four hours from Miami with two kids. I had asked ahead for a check‑in between 2:00 and 3:00 PM, but the hotel never replied. We arrived at 1:30 PM, finished the paperwork, and got our room numbers, only to be told we had to wait until exactly 4:00 PM for the electronic keys. We explained we were traveling with children and politely requested an early check‑in, but the staff said the rooms weren’t ready. We waited on the property, then a severe storm hit: lightning and thunder made the beach unsafe and people started leaving. I went back to the office and explained the situation, but even though the rooms had already been cleaned, we were still denied access. We were stuck in our two cars for about 45 minutes in heavy rain and constant lightning and thunder with two children, because the staff wouldn’t make an exception in a clearly dangerous weather situation. Ironically, about five minutes before 4:00 PM, we received a message saying the rooms were ready and we could pick up the keys. I get a 4:00 PM check‑in policy, but I can’t understand the complete lack of compassion, flexibility, and common sense during a dangerous weather situation, especially when the rooms were already ready. This was not just poor customer service; it was a deeply disappointing and inhumane way to treat paying guests. We will not stay here again and cannot recommend this property.
Alejandro·2 месяца назад