Keri I.
Yelp
Upon check in, the agent was flat and unfriendly. When we went to our room, (advertised as a "family bunk suite") we realized that it only had one bathroom and a tiny closet - disappointing for a family of 5. We felt totally misled by the online depiction of the room. We were told by the front desk staff that "well, there is a sofa bed," and after she spoke with "her manager" there was nothing more they could do for us. She also asked if we wanted turn down service, and we said yes. She said she added it to our reservation and also said that they would get the sofa bed ready for our daughter.
When we returned from dinner, no one had been in the room for turn down, and there weren't even linens for the sofa bed. My husband went to the desk to ask for them, and he was told "why didn't you text us." Then the manager proceeded to argue with him telling him that someone had been in the room to prepare it. She told him "next time you should take pictures". He actually did have a picture of the bare sofa bed mattress because it was smashed and awful. He showed that to her, but never an apology from them. She acted totally bothered that we actually needed linens for the sofa bed because one of my 3 children needed to sleep on it.
We also discovered that the internet TV in the bunk room did not work properly. We texted, and someone came to check it. He said he would "tell his boss", and nothing was done to resolve it - it was never fixed and useless to us.
On the second day, no housekeeping came to service our room at all - even after I texted to request that it be done by 4:00, because we had a dinner reservation and the 5 of us would need to shower in the room. I arrived in the room at 4:00, and it hadn't been serviced. I texted to report this and never got a response.
At 4:30, I had just showered and heard knocking on the door - it was 4 housekeeping staff barging in the room to clean it while we needed to use the bathroom. Again, never an apology.
I have traveled the world and experienced all sorts of accommodations, and my husband and I are very laid back. However, we have never been made to feel as undervalued as the manager, front desk and housekeeping staff made us feel at the Capitana.
We ended up having to reserve a second room for the final 3 nights of our stay so that my 18 and 20 year old children could moved into it, making us all more comfortable with the use of a second bathroom. However, that room's (205) internet TV did not work as well. Again, we had someone come to check it, and again, nothing was done about it.
If this hotel wants to advertise as "luxury," it has a long way to go as far as hospitality and customer service. The only staff who were pleasant were Eric and Sadi at the Tiki Bar. So professional and enjoyable to be around.
The way we were treated just about ruined our whole vacation, therefore, we will be telling all of our traveling family and friends to avoid the Capitana.
What also makes this so disheartening is that we are very loyal to the Opal brand - we always try to stay at Opal resorts when vacationing, and have spent tens of thousands of dollars with them on our travels. That will come to an and as well, as we will likely seek out true luxury brands with time-tested hospitality and customer service from this point on.
