Christine Hoolihan

Review of Pillar hotels & resorts

if I could give zero stars, I would...in my first ...

if I could give zero stars, I would...in my first week of my family's stay I tried to use the door between the patio and the pool...it was broken, and yet the assistant manager watched me struggle with the door for some time. I walked up to the from desk where the manager was to inform her that my key does not work. "Oh no" she answered "the lock is broken" I asked if it would be too much to ask if there be an out of order sing posted such that the guests do not have to waste their time trying to get a KNOWN broken door to function...When I informed the maintenance worker about the door and the fact that a door that leads to a pool has certain code requirements regarding such issues, I was blown off. I wrote a letter to customer care, and the manager told customer care that the door was fixed when it was not, SO customer care took her word for it and dropped the issue...That was nearly six months ago. The lock is still broken, and despite that fact the Manager Lilliana informed me that she did not know that the door was broken. I later confirmed with another agent at the hotel that the door indeed has not been fixed.

Lillianna informed me how aggravating it is to talk to me, because I have legitimate complaints, which are always dismissed by informing me that she is willing to do "what ever she can to make [my] stay more comfortable...REALLY!? then why is the door still broken, and why is it after telling her countless times that the barbeque area is dirty everyday not procured a better cleaning policy. She and the assistant manager walks by the mess everyday. I told her today that her barbeque mess was unsightly and made for an unpleasant stay...SO if my complaint was taken seriously then why was that same mess still there...Management put in a fresh propane tank on because in the middle of cooking the gas ran out...So OF COURSE they saw that mess it is still there. I am attaching the picture and the video of both the door and the big fat mess that was complained about and ignored.