Mike A. W. P.
Bottom line, up front...They gave our room away to someone else, and we had to find another place to stay on our own, 4 hours from home. ||I am hesitant to share poor reviews, and I give every opportunity for appropriate actions to be taken--9 months in this case. I booked a room at the Ocean Lodge Resort after a weeks-long search for a 26th wedding anniversary celebration with my wife. Several months in advance, I found this place. It would be surprise for my wife. Fast forward to April, we arrived at about 6pm and walked in. No one was at the desk. I called the number and although the outgoing message said they were with customer or on a call, that was not true. I was watching the phone ring in front of me. ||I also saw a book with inbound guests listed, where I was a bit surprised to see my name listed and lined though. After waiting for about 30 minutes time, After entering several times in hopes of finding someone working, I saw someone in the dining area. She checked the book and told me, "You've already checked in." Obviously, I had not. ||After several calls to someone--management, I suppose--she concluded that my room was given to another guest. They have a relationship with another hotel, but that hotel was full and not in a similar location and as what we booked anyway. The conclusion? We were on our own to find a place, go to anothet town, or go back home. And this was a spring break week, so the island was packed. ||The agent told us that if we found a place, the Ocean Lodge Resort would cover our stay for the week. She said to send receipts and they take care of it. I was incensed but had no control to change the situation, so I went to work and found some options to salvage our anniversary week. ||I found a place we could immediately check into and then found somewhere to stay for the rest of the week. I sent the information to my point of contact at Ocean Lodge, and she assured me that the info would be shared with management and we would be reimbursed for all of our problems. At the end of the week, I sent the receipts and waited. Then there was silence. No response to emails or phone calls. Later, I would discover that the original person assisting me was no longer with the Resort, and there was obviously no process for hand-off and follow-up. I eventually reached someone else who promised to assist, and she disappeared as well. Months later, I finally found the GM, Matt Schleis, and he said that he would research and resolve the issue. Several messages later and many months later, he apparently has decided to stop responding. ||How can you give away a reserved guest's room, effectively put them on the street to fend for themselves, promise to make it right, and basically do nothing? I don't know how common this is in the industry, but it is the first time I have seen anything like this personally. If I had been alone, this would still be unacceptable, but the fact that I was with my wife on our anniversary week, this added insult to injury and unnecessary stress on her. No accountability. This review is only step 1.
