Kiri K.
Yelp
We never got a chance to try the resort, and after our experience with their customer support and booking, we will not waste our time nor spend our money with this resort. It is a shame, as the pictures look nice. But their management and booking policies, and gift certificate policies require some serious review and the customer experience is frankly terrible,.
The extended version is here:
We bought a gift certificate as part of an animal rescue charity auction... you know the ones that save abandoned dogs and cats and nurse them back to health? This was back in 2020, and at that time an expiry date of Dec 2021 didn't pose a care in the world. After all, the resort was 7 hours drive away and would make for a great weekend get away.... Right, we remember the days before the world was disrupted by the GLOBAL PANDEMIC, and we had things like lockdowns, travel restrictions, travel advisories etc, etc. Well 2020 and most of 2021 were pretty much a write off, and many vacations and events were cancelled or postponed. And refunds or credits were provided for these disrupted events, trips etc.
We thought that Halcyon would do the same as most other travel related companies when it came to disruptions due to the pandemic and extend expiry dates and privileges. To our surprise, this was not the case, and we were advised to use the certificate or lose it.
So a trip was booked. Schedules were rearranged, and a short get away after Christmas was in the cards. And as if everyone hadn't had enough of 2021, this wildfire of a variant called Omicron swept thru the country. Infection rates skyrocketed and we were amongst the number who tested positive. Quarantine was mandated days prior to this trip. So we had to cancel, as who wants to travel while sick and potentially spreading this variant even further.
I'll give credit, that the resort did extend the expiry date. By a miserly month to the end of Jan 2022.... hmmm ok. I think Mariott is protecting travel credits and membership levels until Feb 2023...
We were sick until mid January and it was Jan 14th that we looked to book a stay. And we were shocked to find that there was no availability..... might have something to do with the social media promo the resort was running for a 25% discount for stays in January. Emails were sent, calls were made. Both to book using the certificate or to extend since nothing was available.
Regardless, this gift certificate, purchased for $700 to support an animal rescue charity will expire unused, unredeemed and unlamented into the night. Since the resort and the management would rather hide behind the letter of the terms and conditions as opposed to generating goodwill in this unprecedented disruption of the last several years in the global pandemic.
And if this is a measure of the customer service at the resort - to decline to honour a gift certificate already bought and paid for, for guests who would travel to spend more money at the facility, spa, and restaurant, then this is a resort to steer clear of. Spend your money at a resort that will do the small things for their guests and potential guests, rather than a sour experience before you even arrive. Oh did I mention that my Mariott Platinum Elite status and points are protected until Feb 2023? Customer service and doing the right thing when it comes to pandemic disruptions... I know where I will spend my travel and vacation $$.