Thank you very much for staying with us at Grand Palms. I want to apologize for your experience. This is the first time I heard about this situation and assure you it won’t happen again. (I never received a letter). After reviewing your review we took immediate action. We inform our pest control company of the situation and they are of it now. Our hotel is going through a facelift makeover and we are constantly improving the resorts conditions. I would like to offer you either a free nights stay next time you are here or a free round of golf. I am very confident your experience will be better next time around.

Thank you for such a great review! We can't wait for you to stay with us again.

Here's a copy of email sent directly to client:

First I would like to apologize to you for not having a great stay at Grand Palms; we strive for 100% customer satisfaction but unfortunately even in the finest hotel problems do arise.

I would like to address your concerns:

Sugar Ants are an occasional problem in South Florida, however they are harmless. They appear now and then seeking out sweets or starches. Grand Palms is on a weekly contract with Orkin pest control so that to avoid problems; unfortunately Orkin cannot guarantee us that they can eliminate them which you experienced but this will hold true in homes and hotels throughout South Florida.

Rest assured I will address your customer service concerns with our staff promptly and severely (termination if necessary) so this will not happen again.

Please accept the attached Free Night Certificate for your next visit to Florida; our policy does not allow me to refund room charges when the room is used for the night. If a guest has an issue we address that promptly and if necessary move the guest to a different room.

"Thank you for your comment. The hotel manager talked to the guest the day they checked out. He discussed the issues he had in their room. He asked him, why they didn’t let us know about these problems as soon as they checked into the room? He told them we could have moved them into another room or sent someone to repair the bathtub in the room. The guest then demanded a refund for all 5 hotel rooms."

"The manager apologized to them and gave the couple 2 of the 5 rooms free. Even though it is against hotel policy. The couple left the hotel happy. Apparently they were not happy based on the review. We can only fix
what we know about at the time. It only takes a couple of minutes to let us know of a problem. Our maintenance and housekeeping staff are here every day, 18 hours a day. I would be happy to speak with the guest further."