ComplaintsforPink Shell Beach Resort and Spa
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Complaint Details
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Initial Complaint
05/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
They had a male employee in the ladies room who told me to leave so he could clean it. My sister and I later went back to ask him about it and he told my sister that I was a liar. When we went to speak to management, **** the first question of his mouth was what kind of compensation are you looking for? Are you serious?? How so completely insulting. From there, it just got worse. He literally looked me in the eye and told me that his employee was far more important and trustworthy than us and that he would back him up way before he would believe anything that we had to say. All I wanted was for the management team at the resort to understand that their employees were disrespecting their guest. I am renting one of the most expensive rooms in the hotel as such I expect a certain guest experience that does not include disrespect on that level.Business response
05/09/2024
Dear ******,
Thank you for taking the time to share your feedback. We sincerely apologize for the experience you had during your recent stay with us. It's clear that we fell short of not only your expectations but also our own standards of guest service.
We appreciate you bringing these concerns to our attention, and I want to assure you that we take them very seriously. Immediately following your conversation with our management, we addressed the matter internally to ensure that our team better understands our values and the importance of respectful communication with our guests.
We understand that the response you received was not appropriate, and we are genuinely sorry for the discomfort this has caused you. We strive to provide a welcoming and respectful environment for all our guests. Thank you again for your feedback. We hope to have the opportunity to better serve you in the future and restore your faith in our commitment to guest satisfaction.
Warm regards,
***************************;Marketing Manager Pink Shell Beach Resort & MarinaCustomer response
05/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.