"Overall, we had a very pleasant stay at this high-end resort, and it could have been an almost perfect experience if it weren’t for one disappointing interaction with a shuttle driver.
I understand that this is a pricey resort, and I expected that when we booked our stay. What I did not expect, however, was the rude treatment we received from one of the shuttle drivers.
The resort offers a complimentary shuttle to the main Omni resort, which was a wonderful and very useful amenity that we used several times during our stay. One of the drivers, a woman, was excellent—very pleasant, professional, and welcoming. She interacted wonderfully with the guests and provided exactly the kind of customer service you would expect at a high-end resort. Other driver could certainly learn from her example.
I also want to recognize the gentleman who assisted us at guest check-in. He was extremely professional, welcoming, and pleasant, and provided a very high level of customer service.
Unfortunately, we had a very different experience with one of the male shuttle drivers. When we boarded the shuttle on one occasion, he repeatedly made a point of telling us that we should have reserved the shuttle, even though he was already heading in that direction and there were other passengers on board. I found the interaction particularly disappointing given the level and price of the resort. Guests should feel welcomed and valued, and there are certainly more courteous ways to communicate."
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