I would like to start by saying that the property itself was beautiful unfortunately the dining room was closed for remodelling for the next 5 months. The roof outside the balcony is under repair, none of the stores in the village at the property were open. The pool was nice but was in need of more frequent skimming and cleaning. Staff at front desk treated me differently than others because I did not book direct ( I heard them speaking with gusests that booked with them direct, when it was my turn, it was no longer sweet or informative, and when i asked about the pool and dining room times, i was given a sheet of paper and was told to contact the management company directly with any questions.)
Got to the room no lights worked it was difficult to see in the entranceway and bathroom. CANT CALL FRONT DESK MUST CALL PROPERTY MANAGEMENT: I called at 4:30 p.m. no answer left message, as i tripped at the edge of the bed, i thought a breaker was blown... shortly after I discovered a master switch that controls all of the lights. It would have been nice to know this. I called management back, left another message that i figured it out.
At 11:30 pm, yes 11:30 Management texted me, 7 hours after i first called looking for help. I happened to be sleeping, and obviously they had just listened to the messages from 4:30 p.m. and had not listened to my 2nd message at the time. Basically telling me that they couldnt send anyone to fix the lights until the next day. .This got me more upset to think that management would think it was ok to let a guest to stay in the dark all night long. if i fell in the bathroom in the dark whose fault would that be, So they didnt listen to their messages for 7 hours and then blew it off. I wondered how hard it would have been to fix the issue if they answere their phones when a guest calls. I would expect for them to change a guests room if they couldnt fix something as basic as lights in a room, which are needed to prevent injury on your property.....You didnt even offer something as simple as a flashlight. then u texted me later when u heard my 2nd message, to say u were glad i figured it out.
For a management company this is truly unacceptable, and this experience could have been avoided by simply letting the guest know about the master switch prior to check in. I have learned my lesson to not book through a management company book through the resort directly who has staff on site to help with any issues at that time