H10 Hotels
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AVOID OCEAN EL FARO
I am writing to express a variety of disappointing daily experiences, we had during our vacation at Ocean El Faro; starting from the moment we check-in to check-out. Upon arrival, we decided to take our bags with us to change into swim attire. We alerted the bell boy staff that we would bring our luggage back once we change. Once we were ready, we approached the bell staff to check our luggage and their response was “leave the bags there and you can come get it once your room is ready” without tagging the bags, at their refusal. I reported this to the H10 VIP, Lisette, in which she admitted that was wrong, and she had to escort me to get the bags tagged after-all. The first night, we decided to try dinner at Route 66. We were sat immediately and orders were taken. However, the wait for actual food was at least an hour and the restaurant was not busy. The customers in another section were all receiving their food quickly. It was not until my girlfriend stated to another staff member that we had been waiting for food for at least an hour and our child was hungry. Still, after that it took more than 30 mins for my food to be served. The second morning, we tried the Privilege Restaurant only for VIP members. Upon entry, we were given disposable gloves for the buffet and were seated. We waited about 15 minutes without coffee or water and we’re not informed that waiter service or made to order menu was at our disposal. At one point, due to lack of attention, we attempted to serve our own coffee; only then the waiter served it to us. During noon of the first day, our son wanted nachos. We tried the snack bar located around pools. They told us they didn’t have but the manager (a young lady) informed us they would have it the next day. That was not the case as they told us they didn’t have it and that she never told us that. The third morning at Privilege, it was the same disenchanting experience. We requested orange juice in both English and Spanish language to no avail. After breakfast, we ventured to the beach’s VIP section. Upon arrival, I requested towels from a female server. She simply gestured to an empty towel hut. I walked over to seek out my own towels and they were all dirty. Once again, I approached staff regarding the dirty towels and was told “I will have to go get it a the first pools, since they were “all busy” . No remorse, no apology and with complete disregard. After that situation, I presented my complaints to an H10 rep named Mayra, and after asking, she informed me that these type of complaints were common and handed me a complaint form to complete; again no recourse, no escalation. On our final morning, my girlfriend went to H10 customer service to request a club cart to transport ourselves and luggage to the lobby. She was informed that it would only be for the luggage and we would have to walk. I saw plenty of other vacationers, including non H10 members, getting transportation to lobby before checkout. Still, no type of cart arrived and we had to walk with our luggage and flag down a cart. I booked this vacation with expectations of having VIP amenities and treatment. Simple benefits, like waiter service, were not offered at the pool even. I saw several non-h10 members receiving waiter service next to us. Not once did a staff member approach us. I noticed a trend with other vacationers that would offer money to the staff in advance of services. I shouldn’t have to offer money to receive service like a waiter. The purpose of gratuity is to show gratitude for services rendered, not paying a tip beforehand to initiate a service. I have never been treated in the disrespectful manner in which your property staff repeatedly addressed us. Moreover, as VIP members, this lack of very basic hospitality is completely unacceptable.