On The Beach
My husband and I stayed September 22 - 28, 2017. This was our 3rd consecutive stay at the Royal Hide-away. This trip by far was my least favorite. Per my reservation agreement, there was to be VIP check-in, a $50 spa credit and a bottle of wine provided. I'm not sure what the VIP check-in included so, I can't say whether it was received or not. I can say the check-in was the same as it was the previous 2 visits. It took 3 days of asking to get the bottle of wine. I discovered during my checking out the $50 spa credit had not been applied to my bill. I had to remind them again it was part of my package. While I understand my stay was during off season I should not have to ask for bath towels each day. While cleaning the room, they would take the two bath cloths (previously requested) and either leave 1 or none at all. The worst part of the stay was the infestation (pics attached) of bugs in my room. It took several calls and a visit to the check-in desk before someone arrived 3 hours later to take care of the problem.
Comment from Hotel Management
04-Oct-2017 by Community Manager., Hotel Management
Thank you for taking the time to provide us your feedback about your recent stay with us. We are glad to learn you enjoyed some of our facilities.
Regrettably, it would appear we did not meet all your expectations. Nevertheless, this will be shared with the appropriate areas so they can look into each one of your observations since they work tirelessly - day and night, to make our guests’ visits the most comfortable experience ever.
Your observations are very important to us.