Business ProfileforSouth Shore Harbour Resort

False advertisement is written all over this place, on top of terrible customer service and hospitality. When we arrived Saturday Evening nothing was open that they claimed was at their front desk or on their website with no signs indicating hours may have changed. The next day, as we went to have a beverage at the pool bar which was supposed to be open until 9pm, we went at 4:25 and waited 41 mins for the bartender to get everyone around us drinks. We could see she was busy so we didn’t mind the wait, BUT when she came near us and asked whose turn it was we said I think us, and she said “I can’t serve you it’s past 5pm we are closing (it was 5:06) so instead of just telling us when we got to the bar or printing out some simple signs saying they were closed or closing she was downright rude and disrespectful. She then, when we got up and left, served at least 5-6 more customers and we then saw her still serving someone at 5:27. We then spoke to the manager whose only solution was for us to pack up the family (we came with 5 guests and a toddler) and go to another place. So there are 0 solutions offered. Two of this party work in hospitality and have never seen such rudeness to guests in our lives and we travel a lot too. Doing research before we got here we wish we knew this. On top of all this, they gave us 2 rooms, one of the balconies being extremely unsafe for a toddler- he could have fit through the gap, but no one told us this, and they do have rooms with kid friendly/safer balconies. I would discourage anyone from staying here, there are much better options in the area with much better customer service.

Our sincere apologies for the problems you encountered at the pool on Sunday afternoon. The bar is scheduled to stay open till 9pm, but was closed due the staff member not feeling well, and the hotel was unable to get anyone to come in on late notice to cover. Our restaurant bar was open, and the staff member should have explained that drinks/food could have been obtained thru the Opus Bar. On Saturday, our Reef restaurant is open for breakfast till 10:30am, and our lobby bar was also open from 2pm-10pm. The hours of our outlets are posted on our website, sent to all reservations confirmations and are posted at both elevators and at the front desk. It is never our intention to mislead our guests with what the hotel offers. We have tried very hard over the last two years to always be upfront and open with regards to our services provided. Half of our balconies have a full concrete wall that rises up appx. 4.5' with another railing on top of that. The other half are all metal railing and are designed to safety precautions and guidelines. Again, we are very sorry that the pool bar was forced to close early and you did not have the positive expereince you deserve. We will certainly take steps to provide better coverage and back up as the summer business picks up. Our occupancy on Sunday was low and had scheduled just the one bartender. We had appx. 30 guests at the pool during this time and under normal circumstances, the one bartender would have been enough. Our apologies.