Christopher Klaser
Google
The vacation rental itself was amazing; beautiful, clean, and just as pictured. Unfortunately, the same cannot be said for the staff or overall customer service.
Throughout our stay, it was nearly impossible to reach anyone. The front desk didn’t answer phone calls, and the text message service went unanswered as well. Communication was a recurring issue.
Before arriving, we received over a dozen emails (not including marketing), many of which contained conflicting or outdated information. For example, four different emails insisted we needed to pick up a physical key, in reality, our rental used a keypad. That’s just an example of some of the inconsistencies.
The property came with two resort information books, with information not matching each other. On top of that, the resort app and emails also contained conflicting information. With multiple sources telling you different things, it’s hard to know what to believe and since the staff was unresponsive, we couldn’t get clarification.
At check-in, we were given a packet with a resort discount card. However, several businesses listed on the card didn’t accept it.
Another major disappointment was the master suite’s two-person jetted tub. It didn’t work and based on reviews dating back 3 years, it hasn’t worked for quite some time. Yet they continue to advertise the tub as a feature of the property. We would’ve like the property without the tub being advertised. It’s a nice property. When we asked about the broken tub, we were told they were “waiting on a part.” As compensation, they offered a resort gift card. However, several businesses listed as accepting the gift card wouldn’t accept the gift card as payment.
We booked spa services at the Westin, Omni, and Hilton. While Omni and Hilton are on the Palmetto Dunes property, the Dunes Buggy shuttle wouldn’t take us there, despite marketing materials stating the buggy provides transportation anywhere on resort property. This is a big deal as we were only allowed one car pass and had to take multiple trips to get our full party to their spa appointments.
In short, the resort makes a lot of promises, but fails to deliver on many of them. The lack of reliable communication, conflicting information, and broken amenities made for a disappointing experience, especially when compared to how great the rental property itself was. Ultimately, these issues reflect poor coordination, training and oversight. Until resort leadership steps in to streamline information and improve service, guests will continue to face unnecessary frustration.