2/5 Poor
Mayra, Woodridge
Travelled with family and small children
Oct 1, 2022
Disliked: Cleanliness, amenities, property conditions & facilities
When we checked in and arrived to our room, we were highly disappointed. The room was extremely dirty and dated and we had a huge ant problem. It took 6 hours to finally have a member of management attempt to rectify the situation. Edgar was the manager on duty and addressed the issue to the best of his ability. The next morning, he had the room fumigated and new furniture brought in. Since we had a suite reserved, they couldn’t accommodate us in an another room as none was available for our party of 5. Edgar went above and beyond and honestly, if it wasn’t for his attentive, courteous and efficient service, our family would have checked out and stayed elsewhere and dealt with the headache of reimbursement later. Resorts need to realize that service is a major factor in such a competitive environment. It’s a shame that issues have to escalate to a management level in order to be resolved. I worked 10 years in the hotel industry and always ensured that my staff was empowered to make decisions to satisfy the guest’s experience. It’s unfortunate that this type of motto has been lost along the way. It’s the lack of customer service that can break an establishment. Thank you, Edgar for going the extra mile and not only ensuring that everything was rectified but also for checking in with us daily, for the remainder of our 6 day stay. Grand Sirenis is lucky to have you on their management team.
Mayra
Stayed 6 nights in Sep 2022