4/10 (不満)
Carlos Alfonso Rico
家族旅行
2024 年 6 月 19 日
良かった点 : 清潔度、設備とサービス、施設のコンディションと設備
気になった点 : スタッフとサービス
I recently stayed at Secrets Playa Blanca Costa Mujeres from June 15th to June 19th. While the hotel is new and some of the staff members are awesome, my overall experience was disappointing due to a an incident and the subsequent response from the staff.
During my stay, I had an accident in the preferred pool area when side table hit my foot during a quick wind storm. I needed basic assistance from the staff, including a bag of ice to prevent my foot from swelling. Unfortunately, it took a considerable amount of time for someone to come and provide the necessary help. It was evident to me that the staff is not adequately trained for such emergencies.
Moreover, I was informed that if I required medical assistance, it would be at my own expense. This response made me feel that the staff was more concerned with other matters rather than my well-being. This is not the quality of care and attention one would expect from a resort of this caliber.
Few hours later, I asked to speak with the manager regarding the incident because I wanted share my thoughts on how things were handled. The concierge manager assured me that the an upper manager would follow up with me. However, despite this assurance, I have not received any response from the hotel management regarding my concerns. This lack of follow-through further exemplifies the poor handling of the situation.
While the hotel itself is beautiful, I hope the management takes this feedback seriously and improves training staff.