Meredith T

Review of Serenata beach club

Worst customer service I have ever experienced. My...

Worst customer service I have ever experienced. My entire review is based solely on Jeanette in the tenant membership program. It was her representation of Serenata s customer service that guided this review.

Jeanette was unresponsive to multiple emails sent with questions regarding the membership program. I had to bring it to her attention in a call to get my questions answered. After sending in payment I discovered that in my research I was mislead by a company (not Serenata, however an affiliate either current or previous) that certain amenities were not included for tenant members specifically and the website was vague in their wording as to these amenities. Jeanette was unapologetic and accusatory in this interaction.

I conveyed my frustration and reasoning in a second call and Jeanette is curt but assured me that if we didn t want to be there we were under no obligation and she wouldn t cash our tenant payment. There was no specific time stamp to that promise. Subsequent unravellings due to the customer experience with Jeanette persisted over the few weeks prior to arrival and we ultimately decided to not use their amenities or services. I called to cancel and Jeanette was out of the office for two days. The third day she returns my call and states it s too late. I was shocked but not surprised that she didn t keep her word but it was her behavior towards me in this call that left me most astonished. Jeanette lacks the general requirements needed to perform in a customer service role.

It is important to note that Serenata requires tenant members to put a card on file for charges on the property. A reasonable requirement. However 2 days before checkin, Jeanette makes clear that the card must also be enrolled for auto-pay. I explain that I was uncomfortable with allowing auto-pay to a business without seeing my bill first. Notably because when it was explained to me initially, it was sold as a hold on the card similar to a deposit at a hotel. I feel misled. It appears Jeanette will bait and switch prospective customers with vague representation and poor customer service.

Serenata needs to consider who they want representing their membership program. I would never recommend this place to my worst enemy if they had to do business with Jeanette.