Steve S

Review of Beaches, Boscobell

I visited the resort from 5/15 - 5/22 in the Greek...

I visited the resort from 5/15 - 5/22 in the Greek oceanfront suite. My one star review begins with a week prior in a follow up conversation with Beaches (sales team). My wife and I wanted to be properly prepared as far as simple amenities such as a toothbrush, toothpaste, shaving cream etc. The sales rep informed us that absolutely that all of it was included. Upon checking in those items were not in the room so I contacted customer service for those items. They said I would have to go to the beaches store to purchase those items. After going back and forth regarding the previous conversation they said they would get back to me regarding obtaining a toothbrush and toothpaste. Come on beaches it s a toothbrush and toothpaste, get real.

We went out and came back to the room to find no toothbrushes or toothpaste. Again, I place another call and again they tell me it s for purchase only. After wasting about an hour of my first day on hold or speaking to several different people I get a simple toothbrush and toothpaste.

On the second day on my way to taking my son to the kids camp, I followed up with the front desk regarding my $250 spa credit and catamaran and how we book those. Upon checking they don t see either of those in the system. I waste another 30minutes while they go in the back to speak with their managers. After all that, the representative I spoke with Danielle said they would need to get back to me after they review the phone call and records from my salesperson.

Shortly later, I follow up with Danielle who confirms that they found the $250 spa and catamaran credit. She also says they put $500 for the spa credit for the inconvenience. Danielle states she spoke with Charles the manager on duty. Prior leaving I confirmed with her again regarding the $500 spa credit and she says Yes. Later in the day, I go to the spa to check available options and ask whether they see the credit in the system. The spa says they only see $250. I said I would refollow up with Danielle. At lunch time, I see Danielle and tell her that the spa credit is only showing the original $250. She says she would follow up. No follow up occurs.

The next morning, I go to the lobby and ask for Danielle. They inform me that she is working at another part of the resort today. I again let them know the prior conversation. This time Yanique takes my information and goes back and forth trying to figure it out. After waiting 30 minutes, I tell her I need to enjoy my day and could she follow up with me or my concierge. She said ok. Around lunch time, I go to pick up my son from the kids camp and refollow up with the front desk. This time, they said they would go get operations manager on duty. The operations manager on duty David Kerr comes out as I m picking up my child from daycare and asks how my trip is going and I tell him not the best and how communication and customer service has been subpar. He says he s sorry to hear about that and is direct in saying they are not honoring the $500 spa credit as Danielle had promised. I said well, I definitely wouldn t be visiting Beaches ever again. David says, That s ok. As the operations manager, David left me feeling the wrong way about the Beaches model.

On the final night prior to leaving they held a staff talent contest. At the end the MC of the event called David Kerr to the stage while the Judges tallied up the votes. When she called him up, he acted like he got a phone call and hid in the corner. The MC continued to say David Kerr our operation manager please come to the stage. He waved his hand to say no thank you. I thought to myself, what a great opportunity for the operations manager to thank his staff for a job well done, working on the side in addition to their regular duties to make this night a success. I am so proud of the hard work hey put into this. Nope, the operations manager #2 in command at this resort, shook his hand no at the MC and acted like he got a phone call instead of thanking his staff and addressing his guests for coming to his resort.