A history of discontentment started with an email on the March 2, 2011 requesting reservation for 2 nights August 26-28 2011 from a group of 7 persons. The team leader organizer expressed in details the following: the rates; number of rooms; cancellation policy; menu and at departure a dinner to be arranged by the Chalet for one of their friends. During our numerous emails and discussions nothing was ever mentioned of the use of Spa Facilities. The team leader agreed to all of the above by email. Payment was made by each member of the group and all arrangements were made for their arrival. Canceling all other bookings we had for that period, a day before the arrival the group leader called the manager requesting cancellation and what percentage would she be entitled to. The manager told her, that she would not be refunded because she did not meet the requirements of our cancellation policy, but was willing to accommodate them at a future date. To our surprise, they came to the hotel spoke to our staff for 15 minutes demanding a refund for them to leave or they would pass negative comments to the various media such as trip advisor and the tourist Board. We now see that they make well of their threat. This group consisted of seven members, two have already written to trip advisor so we are expecting more. Starlight Chalet takes pride in having a well run organization and many of our guests will have testified. Thanks to our many guest who know starlight and send their sympathies to this unfortunate matter.

We believe, as you do that customer satisfaction is paramount and that’s why we pride ourselves in meeting all our guest needs and expectations for the past 10 years. As a result, your false accusations and negative publicity are without merit.

There are many different routes leading to our resort and unfortunately you encountered road improvement which is being conducted throughout the Island.

Our resort boasts a fine dining restaurant where meals are prepared from our menu list of selections, catering to our guests’ palate. In addition, our chefs are highly certified and competent enough to prepare any meals of your choice which was clearly stated to you prior to your reservation confirmation by the provision of menus twice.

Like any other reputable vacation resorts, our Spa reservation policy has always been, “spa services are done on an appointment only basis.” Our website explicitly states this and may have been an oversight on your part.

We pride ourselves in maintaining an immaculately kept resort; therefore, the false allegation pertaining to the room will not be taken lightly and will result in severe legal actions especially since you voluntarily withdrew your reservation upon checking in. Hence, you did not visibly see any of our rooms.

Our staffs and management are fully trained professionals in their respective rights. They are very accommodating, gracious, attentive, kind, sociable and well mannered. They thrive to go above and beyond the guest expectations at all times. Even with your wrongful accusations, Starlight Chalet gave you the option to re-book at a later date at no additional cost.

In retaliation of our explicit cancellation policy, you made good on your threat to publicize defamatory remarks. Let it be known that we will continue to make each and everyone of our guest experience a positive and memorable one.