Moon Palace Resorts - Sun Palace Complaint - Latest Review
MIAMI, FLORIDA -- We've been members for over 10 years and go every year with complete satisfaction, "until last week".. We had 5 rooms at the Sun Palace for the week of July 4 to July 11. We tried to take advantage of our silver membership and have a perfect wedding for my Son and new Bride on the grounds of the hotel, "Which was nice" but everything else about this week was a total disappointment! We went to the Customer Representative and requested maintenance to 3 of our rooms that were one inch deep of water wall to wall because of rain water coming under the thresh-hold of the door. They acted like we were a nuisance and said they would send maintenance over. All they did was send over the cleaning ladies with squeegee to push the water around, which resulted in rooms not getting cleaned twice that week because they were busy doing maintenance work. We were told by staff "They were aware of the flooding issues with several of the guest rooms for quite some time". One room had no hot water in the shower for three days with no response until the fourth and angry visit to the CR desk. One room, the refrigerator never did work. Our room smelled like mold so bad it made all of our clothes smell like they were dirty.
To top it all off when trying to pay for our room tabs they ran my bank card for $2015 and said it was denied!!! Then we tried my wife's card and split the bill and paid the balance with her bank card. We quickly discovered that the cashier actually did get an authorization to charge our account for the original $2015, it just took longer for authorization because he typed the numbers in. Needles to say they screwed up and doubled charged our account $2015 and now I'm left with trying to straighten out what they did with my bank this week! We did find out from one of the staff that Palace Resorts were under new ownership and they made huge cuts on staffing! I haven't been this pissed about anything for a long time.
By the way the gift shop discount that came with our $25K membership investment with the resort is gone! - Makes me wonder what we'll get stiffed for next?