At Blue Horizon Resort we always welcome reviews and customer feedback; even though we accept that it might not always be good! We have guest comment questionnaires in all our rooms as well as a visitor’s comment book at reception. We receive a large amount of positive comments via these sources and very little of the other kind. We, like most people in the accommodation industry accept that Trip Advisor is a platform for people to share their views on the standard of accommodation and their experiences when they travel. It would be great if all these reviews were accurate, constructive etc, but it’s a free country you can say whatever you want.
Unfortunately this review has very little accurate comments in it.
The Facts:
Guest was allocated a nice room on the 1st level, one level above the pool area. While it does not have unobstructed ocean views, it certainly enjoys ocean views over Boathaven Bay towards Flametree and Mandalay point. To say that the apartment has NO ocean views is I am afraid not true!
This guest was offered an upgrade to a two bedroom apartment and indicated they would be happy to do this. We did however also offer to see if we were able to move some arrivals around to get them into a one bedroom apartment on a higher floor which would mean they would not incur any additional cost. The guest neglects to mention here that the power was out in our area due to a storm and our Receptionist took their mobile phone number and said she would see what she could do as soon as the computers were up again.
We were able to move the guest to another apartment and rang the mobile number to advise of this. The mobile was not answered and a detailed message was left advising the guest of the options we were able to offer. The guests did not reply to the call nor come to reception to discuss these options. They were observed to go out by reception staff, but we were not made aware at any stage that they were in fact going to another property? One of the guests came to reception the day they were due to leave 3 days later, returned the keys and checked out as normal, no comment was made at all by the guest.
I find this fascinating, at this stage we thought they must have decided to stay in the room anyway, people sometimes do that!
I am pleased to be able to say that we are not liars!!!! Goodness me this comment is a bit harsh, a lot of people would take exception to it, but as I said it is a free country. The fact of the matter here is that on the 24th of January we were 100% booked out for one bedroom apartments, no question about this. If the guest’s daughter rang to check whether there was availability for a 3 night stay in a one bedroom apartment from the 24th of January she would have been advised of this, and offered an upgrade to a two bedroom apartment as it was the only availability we had. Possibly some confusion here on dates or interpretation of the actual situation, I really have no idea.
We try very hard here at Blue Horizon to give all guests the very best service we can, this situation highlights the fact that with just some simple communication with the reception staff, all would have been resolved satisfactorily. If for some reason these guests missed the message on their phone why walk past reception and not follow up the situation? They knew about the power being out and that it was very busy. No matter what, we would have done what was required to resolve this situation.
Given the above and the fact that these guests did not actually end up staying at Blue Horizon I feel that describing us as a “Terrible experience” is quite unfair, the same applies to their comment that we will not look after you, for whatever reason they did not allow us to look after them.
Steve Sargent
General Manager
Blue Horizon Resort.