Aventura Spa Palace Resort - Palace Resorts Complaint - Review/Customer Service
Aventura Spa Palace Resort
5-star prices, 3-star hotel/timeshare.
My wife and I stayed at the same resort in Jan 2005, and enjoyed it so much we didn't hesitate to go again in Jan of this year.
What a difference a year makes!
Hurricane aside, amenities looked neglected and tired inside & out. Most likely cash flow problem, because they were actually re-using their paper coasters!
When we tried to check in, employees whisked us away to the inner courtyard to try to pitch us to buy into their timeshare. We tried explaining we just arrived from the airport, we're tired, and just wanted to check into our room, but to no avail, the employee kept going on with her routine.
Hotel's customer service declined terribly from the prior year. A lot of lip service, but they do not really hear or listen to the customer. I booked an 80-minute Shiatsu massage for my wife. After about 5 to 10 minutes into the therapy, something wasn't right. The hotel made an error and booked a different treatment. We stopped the session right away, and had to actually walk half way across the hotel to the "spa sales office" to rebook the correct massage and request a credit to my account. Long story short, the spa manager insulted my wife at length in front of about 5 employees & guests insisting I had to pay for the same. No acknowledgement that his office made an error, or an apology. She was so embarrassed, aggravated, and stressed that she didn't want to use the spa anymore. We explained what happened to their "Public Relations" dept, the Asst. Mgr., and then the General Manager, but it was all lip service. They hear, but do not really listen or care about the customer. Each one insisted we pay for the massage we didn't have. To think that in the last two years we spent over $8,000 USD at the same hotel and they didn't want to issue a credit for $148, for AN ERROR THEY MADE! Very disappointing and stressful. Would NEVER stay at another Palace Resort hotel.
Check out was worst than check-in, taking over 1 hour and no one could (would) help us with the SPA matter and refused to give us any corporate information to write to corporate offices.