As a celebration of the birth of baby #6 of our gr...

As a celebration of the birth of baby #6 of our group and reunion of life-long friends on opposite coasts, my best friend reserved a mom's night out stay on Saturday at the Phoenician. After a nice dinner and massages in the morning, the next day took a negative turn and resulted in us having to leave around 10am to pick up the kids and take our friend's dog to the emergency vet.

Upon check-out, we asked if we could return another day, as we were planning to originally stay and enjoy the amenities for most of the afternoon. A sweet voice named Monica greeted us from Concierge services and confirmed that the resort would offer us a day pass on Tuesday and that email confirmation would be sent.

When Tuesday arrived with no email receipt, we called the resort. After being put on hold for nearly 30 minutes, we proceeded to be passed to multiple representatives all denying the day pass. Eventually, a manger named Andrew confirmed Monica made a mistake.

Instead of offering ANY consolation for the resort's error, they proceeded to demand we rebook another night stay. After 30 more minutes of explaining/crying from our new mom-of-3 friend, Andrew did not budge and condescendingly said to come to the hotel if we wanted to figure it out.

All three of our friends made the 45 min drive to find Andrew at the front desk. In addition to the lack of eye contact or any mention of apologies and sympathy for the situation, he instead blankly asked for ID and form of payment.

As the wife of a Titanium Elite Marriott member who travels extensively for work, my friend was heartbroken that not only was her one day of rest taken away from us but that there nothing the resort offered to do to help for someone who has spent hundreds of thousands of dollars at this chain.

We're all disappointed in the Phoenician's management and can't wait to take our money to the Hilton brand from now on.

(Note, the pools staff including Hannah, Heather and Pam were fantastic and should receive five out of five stars!)