Grant Rafferty

Review of Ocean Reef Club

TERRIBLE EXPERIENCE/CUSTOMER SERVICE...iPad stolen...

TERRIBLE EXPERIENCE/CUSTOMER SERVICE...iPad stolen out of room & no resolution.

I recently visited Ocean Reef Club for 2 nights to attend a work conference & stayed at the Inn. My experience did not end well. The grounds are immaculate & the club is gorgeous, however service ended poorly. As I was packing up to leave & putting things in my bag I noticed that my iPad & Beats headphones were missing. I got on my phone & went to the find my iPhone app (which also tracks iPad & computer) to see that my iPad was pending reset/erase . This made it clear to me that it had been taken as this was pending, meaning they didn t have my password to be able to clear everything off the device.

As we were leaving we stopped at desk to file a report & the security team came to get information from me. They let me know that they would start an investigation & be in touch. 2-3 days after we checked out & I made the report I received a call from the director of lodging letting me know he was aware of the issue & would contact me within the next day, two at the most to see what type of solution he could come up with. I never heard from him so I reached out & was told to contact the security team. After trying to contact them multiple times I was finally connected with someone who told me they had concluded their investigation & that as soon as the iPad was turned in they would call me to get it back to me...I explained that someone that stole the iPad is not going to later bring it back...he then told me to reach out to lodging to see if they could offer any compensation for the issue.

I tried to reach lodging multiple times & was ignored. Finally sent an email that was pleasant, however let them know that I was frustrated. 3-4 days after I got a call from lodging & was told they weren t going to resolve the issue, so I explained I would be sharing my experience.

It is unacceptable for something like this to happen at such an affluent place & then for them to not recognize the issue or correct it. I gave them ample opportunities to make things right & they were not interested. I would have loved to return, however that will not be happening after this experience.