I see a lot of positive reviews for the staff, and unfortunately that was not the case for me today when I called to cancel our reservation.
We had a death in the family, and as a result, have had to change our plans for Thanksgiving to be with family instead of visiting Texas to see some good friends of ours.
When I called in to cancel, the person I spoke to had a cynical tone like she didn’t believe me. She didn’t offer any type of condolence. I understand that if you have a policy about your deposit, that may be something you can’t work around, and that was not the issue. The issue was the lack of compassion, and that I was hung up upon before I could ask if they needed my credit card information for the $50 refund, or if they had my card on record. I felt like I was treated like a nuisance.
Just thought I should share this. I have worked in customer service, and understand that in doing so, your resort may receive many calls from people trying to get their way by placing demands or even lying. However, there is no excuse for a lack of compassion. I was not in any way rude to your receptionist, and would have liked to have been treated in the same fashion.