Reviews

Disappointing Experience Through ResortPass This is now the third or fourth time Ive used ResortPass, and unfortunately, my last two visits have been lackluster. I had made my reservation well in advance, and the hotel was fully aware of my arrival. However, upon check-in, I was not provided with the "Reserved cushioned poolside lounge chair" as promised. Instead, I was seated in the second row, which is not what I paid for. The description clearly implied a front-row poolside seat, and my expectation was to be seated directly by the pool.While I understand that peak times can cause busier conditions, the reservation system should be more accurate, especially for guests booking ahead of time. A slight delay in arrival should not result in a downgrade from the product purchased.Moreover, since the pass system changed from a full-day option to split shifts (11 AM - 3 PM or 3 PM - 7 PM), the price has doubled. With this price increase, I expected a higher level of service and a better overall experience. The servers rarely come around, leaving me to place my own orders at the bar. For the premium Im paying ($100 for just four hours), I expect top-notch service, not a server to come around to help me after I've been sitting there for almost 30 minutes. Not to mention they have a flag system where you can put up a flag for service, which clearly does not work.I hope ResortPass will reconsider its seating policies and better communicate with its hotel partners to ensure guests receive the value they pay for.

If I could give less than one star, I would. RIDICULOUS operation. Impossible to navigate their site, I was bounced back and forth regarding available reservations. Because it was so confusing, I ended-up with two reservations (charged $290 and $425). I reached out to them via email to try and rectify the situation because there was no phone noted. I received a reply that they'd get back to me in 3-5 business days. Somehow I miraculously cracked their reservation site and was able to cancel one of the reservations, though both charges were still on my credit card. I never received a reply from my initial email, but just let that drop. My husband said to me just this morning, "you don't have a charge from Resort Pass for the birthday party on Sunday?" I checked my credit card and sure enough, both charges were now gone (a small miracle, actually). I went to the site and both my reservations were gone. I dug up a phone number online that, per other messages below, is just a sham because when you call it you're redirected to their website/email option, which they NEVER respond to. I am embarrassed about how convoluted this review is, but it represents what a joke this experience was, it's so bad, you can't even explain it articulately. Stay as far away from this place as you possibly can.

I had a reservation for a ****************** pool for August 1st, but during the night before a fever got me and by the morning I tested positive for COVID-19. ResortPass has a no cancellation policy within 24 hours of a reservation but I thought maybe ResortPass was run by people. Turns out it's a company like any other as I was denied a refund. When I brought back up that my situation was medical, its not like I changed my mind or was skipping out - they still wouldnt budge. And I was never even really requesting a refund, I requested a postponement, to go a week later or so. I wanted the experience, but due to circumstances beyond my control, I couldnt do it August 1st.I run a tour company in L.A. and have given refunds for people who get caught up in situations like mine. And when I gave those refunds, I took a slight hit, sure, but I gained a loyal customer. I guess the days of any kind of leniency for the unpredictable nature of COVID are behind the likes of ResortPass, and I will not be attempting to use their services again. It seems that would rather have had me show up and give COVID to everyone at the pool!

The customer service I received was appalling. I encountered an issue with a booking and immediately sent an email, as well as called the customer service number, which only directed me to email. The response time was unacceptably slow, and the replies I received were robotic and lacked sincerity. Such poor service is unacceptable, especially when customer service is a fundamental aspect of any business.

Website customer service is horrible. I was overcharged and have tried for a month to try to get a hold of them. Their phone number is a scam as they always say they are too busy. Their chat is always down and they tell you to email that they dont respond to. They owe me over $250 dollars.

Be very careful with ResortPass. We booked a single day in ****** with them at ********* Resort, everything went through clean and the resort was excellent. The cost was $91 for two of us. The problem came when they double charged us for the day. We got 2 charges for $91 within 2 days, I saw both on my AMEX, I got in touch with ResortPass and they said that only 1 would actually be posted, both posted and went through. I contacted ResortPass via email (you can't get anyone on the phone, they have a number but no one will pick up), they asked for more detail. I sent them everything they asked for, the booking number, the hotel detail, a log of the calls and the documentation including my AMEX statement showing both charges. This was a month ago, they have completely ghosted me since then. I have emailed them now for a status 5 times with no response. I will never book with them again.

Through ResortPass, I reserved a Day Room at the *************************************************, *******. My wife and I were scheduled to disembark from our cruise ship early on Saturday morning and I flight was not scheduled to take off until after 7pm. We booked the room, hoping to get some pool/beach time and then a shower and a nap, instead of waiting at the airport all day. When we showed up at the resort, the front desk manager told me that my reservation had been canceled and that there were no available rooms. I reached out to ResortPass via email - the only available option, I discovered, when I opened the ResortPass app on my iPhone can chose the "Contact Us" button. I received no reply to my email from ResortPass until Monday, two days later. The email appeared to have been an auto-response based on the nature of my complaint; it asked me to submit an itemized receipt, which I did not have, and to provide the name of the resort employee I had spoken with. I had not taken note of the front desk manager's name. I replied to the email detailing the situation and explaining that it would be a simple matter to confirm, with the Resort, that my reservation had not been honored. I added that I expected to get a refund and a voucher for a free stay, for the inconvenience that their fault had caused. I received no reply from ResortPass. I sent two or three additional emails, seeking resolution, and received no reply. I then noticed that my credit card had been billed twice. I had to contact my bank to dispute the charges.

I booked a cabana through Resort Pass for 7/4/23 for a resort on the Big Island, ******.I have a permanent disability from a severe knee injury and due to this, I review the information on location and access and parking, etc before I book or reserve or rent anything. Per the listing for the Outrigger in ****, it appeared it was self park and check in at lobby. Given I have been visiting **** for 23 years, I was very familiar with this resort and knew the layout of the resort and felt this was doable.I arrive to the property and head into the self park area. Once there, it appears only hotel guests can access self park so I pushed the intercom button. I was told that I must drive up to the resort lobby, park my car and go into the resort to the check in desk for the resort where I would then be given something to give me access to park in the self park lot. Which would mean I would need to head back out from resort to car to then get back into car and drive back down to self park (resort to self park is not in close proximity).Had this process been made clear on the RP listing, I would never have booked at this resort.I reached out to RP as soon as I returned back to my vacation rental and was responded to fairly quickly but was told that they would pass on my concerns with the check in process to the resort. I asked for a medical accommodation due to my disability and the inaccurate or lack of information from listing for at least a partial refund since I would not be able to use the cabana I rented for the day. I was offered 15% off my next booking. I lost over $250 due to inaccurate listing of check in process. I had been a pretty steady user of RP over the years but will no longer spend my money with this company. I