I want to start off and say I use to love this resort. I personally have floated and stayed here multiple times. But since the new management/ownership took place, it has gone completely downhill. The staff will absolutely ruin your stay. I have never witnessed such rude, unprofessional, and unethical management in a business before. They are not BBB accredited, meaning they have no ethical or moral responsibility towards their customers (which should be noted) because they lack every ounce of respect towards their customer base. They only want your money and they made that very, very clear. After being upcharged multiple times when trying to book with them this summer, they only called me names, implied I was stupid, and said it is what it is. I started to question the pricing after the first few calls, going off what I saw on the website and I was told by multiple employees that they had inaccurate pricing on the website. Since they could not give me an answer as to why their prices were higher than what I was seeing, I asked them to honor the prices I was seeing. After the many, many calls with all the employees, I asked to speak to a manager to see if they could help out. The manager (Holly) refused to speak to me until I was past the date for a full refund. By the time I was able to talk to her and explain my issues, she told me very clearly she had no interest in helping me. She sighed and had an attitude the whole phone call. Holly gave me zero answers to every question I asked and only would say that it’s none of my business how they run their company. Between the rude remarks she made at me, the months of energy and time I wasted trying to book here, and all the misinformation, miscommunication, inconvenience, and frustration, I asked for a full refund. Holly absolutely refused and charged me the cancellation fee even though I was working with them on these issues for months and this was the first I was able to speak to her. Like she said, she has no interest in helping her customers. She let me know she does not care AT ALL how much money you spend with them or how long you’ve been a valued customer at this resort, she is just (in lack of better words) money hungry!! This whole process was the absolute worst experience I have ever had with a business. I very highly do NOT recommend booking here and I very highly recommend a change of management.
Sincerely,
A once loyal customer who was absolutely crushed by this whole exchange.