I must say this is my first time I have to leave a...

I must say this is my first time I have to leave a review which is with very mixed feelings as there are both good and bad moments.
The LACK of customer CARE did make a NEGATIVE impact on our experience at this beach resort.
The most exciting part of this hotel for me personally was their fitness facilities and group classes. I signed up for a class and I was only 2 to 3 minutes late. Given I was getting my 1 year old ready it was already a miracle I made it only 2-3 minutes late (a mother can understand what it takes to leave your room ON TIME, practically impossible). When I arrived the door of the room where the class was just starting was locked. I asked the people from the fitness club if they can open but their answer was sorry, the instructor is very strict . They did try to give her a sign through the window if she could let one more participant in but the instructor didn t seem to acknowledge anything whatsoever. I spoke with the hotel front office team and they told me that I should be ideally present prior to the class and that is their policy. Wonderful, I got to hear their policy! All what a guest wants to know is the hotel policies and procedure. When it comes to creating a memorable experience to your club members and/or hotel guests maybe the hotel employees (fitness instructors, too) should rather be more personal than locking a door. After all that is what it takes to be in the people business. I absolutely agree that if a person is 5-10 minutes late then it is not SAFE for that person to join a class because he/she may have missed the warm up but that was not the case. Also I want to make it clear that I rarely would complain about anything, I show understanding if food is cold, service is slow, order is late, whatever. I am sure there is a good reason this must have happened so I would show understanding but in my situation I don t know how to show any respect towards this instructor and understanding towards the management who takes her side and obviously supports this locking of the room.
What I would have expected to hear is that the instructor will be seriously briefed about her behavior and if tomorrow me or another mother happen to be 2-3 minutes late then the door would be unlocked. What if some members travel from further away just to be returned? Luckily, I was walking distance away so I returned to the hotel. Should there have been such a strict policy on being present 10 minutes prior to the class, then that should have been told to me upon signing up for the class.
I really hope for the future people can join the class if they have JUST missed the beginning... after all it is 60 minutes or so.... it is not like I was 30 minutes late.
On a positive note, I did pedicure in their Spa and the ladies were albsolutely amazing! That s was wonderful one hour!