The complaint has been investigated and
resolved to the customer's satisfactionResolved Am Resorts — unresolved room problems
resolved to the customer's satisfaction
To Whom it May Concern,
My name is Tiffany Learnard-Scavo, my husband and I stayed at Secrets Sanctuary Cap Cana from September 11, 2011 through September 24, 2011 for our honeymoon. Upon check in, we opted to upgrade our room from our original booking in the Junior Suite Ocean Front to the Royalty Villa, for which we paid the sum of $3, 250.00. During our stay, we encountered some problems with our room that we did not feel were adequately resolved. Instead of a constant battle with the hotel throughout our honeymoon, we decided to make the best of it and deal with it when we got home.
The first problem that we encountered with our room, was with our jacuzzi, it was completely unusable. Every time we filled it with water, it would fill up with hundreds if not thousands of bugs. Before complaining, we tried to fill and flush the jet lines a few times, thinking that maybe the room had not been used in a while. This was not the case, the bugs returned every time we filled the jacuzzi. At this point, we went to the front desk to complain on or around 9/13/11. We were told that they would have someone come to clean it, in which they did. That evening, we again tried to fill and use the jacuzzi, ending in the same result with bugs. The next morning, we took pictures and video back to the front desk for them to be able to see the severity of the problem that we were still having, this was on or around 9/14/11. At this time we were offered the same room but without the jacuzzi and up away from the ocean. We opted not to take the room in order to stay close to the ocean since we would not have use of a jacuzzi one way or the other.
The second problem that we encountered with our room, also had to do with bugs. On many occasion we would find rather large cockroaches crawling or flying around in our room, the largest being 3”-3 ½”. When we complained to the front desk we were told that someone would come to our room to spray, this was on or around 9/16/11. Since we were still finding cockroaches in our room, we went to the desk again on or around 9/18/11. At this time they offered to change our room from the Royalty Villa to a Tower Terrace Suite, which would have been a down grade in room category. They were not able to assure me that the new room would not also have cockroaches and when I asked about being reimbursed the difference due to the room category change, we were told no because it would be our decision to change rooms. So again, we opted to stay in our current room.
We were offered two fifty minute massages for our “inconvenience”, which are valued at about $200-$300. I no longer have the certificate because it was taken at the time of service. We did not feel that this was fair as we had paid an additional $3, 250.00 upon check in to upgrade our room. When I asked if they would take anything off/refund some of the price for our room for our inconvenience, I was told no, that they had already given the lowest price possible for that room (Royalty Villa).
I called the resort on September 28, 2011, to again try to speak with someone regarding the problems that we had encountered while there. I was handed off the Rooms Division Manager, who just so happened to be unavailable. I was told that I would get a call back or an email within an hour. By the afternoon of September 29, 2011 I still had not heard back from them so I sent them an email containing a letter almost identical to this one. That afternoon (9/29) I received a return email saying that they were investigating my claim and that when they have an answer they will contact me.
It is now October 3, 2011, and I still have not heard anything back from them. It is due to these issues and their unwillingness to resolve them that I have taken the advice from my travel agent to dispute the charge of $3, 250.00 four our upgrade at Secrets Sanctuary Cap Cana.
I know that as of October 1, 2011 this resort was sold to another management company, it is no longer owned by Secrets Resorts. This may be a big part of why issues are going unresolved.
Thank you for your attention. If you may need further information or need to contact me for any reason, please feel free to do so.
This letter was sent to the resort on 10/3/11 and I was told that they are investigating my claim and will be getting back to me. It is now 10/10/11, I have tried to email them for an update and have gotten no response.