Mr. Alejandro Zozaya-Gorostiza, CEO and Founding President
Apple Leisure Group
7 Campus Boulevard
Newtown, Square, PA 19073
Dear Mr. Zozaya-Gorostiza,
I am writing this letter to inform you of several negative incidents that my husband and I experienced during our stay at one of your resorts, the Sunscape Curacao.
I booked a honeymoon-vacation at the Sunscape Curacao Resort via Apple Vacations on March 21st. I called and upgraded to receive the “Sweet escape free honeymoon package”. When I spoke to the Apple travel representative, I advised that we would NOT prefer to have our honeymoon junior oceanfront suite face the rock-climbing wall. When we arrive on Monday, August 4th, Viela, the preferred club representative assigned us to room 2302 which is the room that faces the rock climbing wall and club/lounge. We both requested from Isis to please find us another room that would provide the oceanfront view that we reserved and a peaceful environment. Isis was wonderful and she reassigned us to room 8322 located in the Flamingo wing the next day. First, we did not receive the fresh flowers, fruit and sparkling wine upon arrival on neither room that we were assigned. I requested and arranged via the preferred club a romantic breakfast in bed to be delivered at 9:00 a.m. on Friday, August 8th, only to receive a phone call from a staff member on that Friday at 10:00 a.m. informing us that there was a miscommunication and if we would like to reschedule the breakfast to another date which we refused. There were several bar-staff members that were not friendly and made us feel as if we were inconveniencing them in requesting drinks. We never received the romantic turndown service with petit fours during our stay. The worst incident is after spending the day snorkeling, my husband decides to go back to our room only to find that our room keys were deactivated. We were checked-out in error on Sunday, August 10th rather than the scheduled check-out date of Monday, August 11th when we were scheduled to depart to New York. Lastly to get a bottle of champagne in an ice bucket without ice and a fruit plate on our last day instead of the first day when we arrived is a little insulting.
I have to say that there were several staff members in the resort that were wonderful and provided excellent and hospitable service and made us feel welcomed. Rolando who works at Oceana arranged and provided us with first-rate service during the private beachfront dinner, this young man has a wonderful future, he is intelligent and ambitious and his service was impeccable. Then there are the bartenders like Jonathan from the Rendezvous bar; Amanda and Rodangelo that always gave us service with a smile. On a lighter side, the new cocktail that the bartender, Chin, created named, “crazy spicy mango” should be added to the drink menu. The wait-staff such as Ana and Milagros from the World Café, Verona and Alex from the Blue Water Grill that were always amiable and ensured that we were well taken care of while dining at their respective restaurants. Isis is absolutely delightful; she was terrific in arranging our room at the Flamingo wing. Jose from Concierge and Sherman, from pool maintenance were terrific. My husband and I loved the positive and upbeat attitude that Prince-T exuded, he was an absolute joy and your company should utilize him to train (re-train) the current staff members that do not exude his positive attitude towards guests that are staying at this resort. Nelly and Xiomara were terrific and provided wonderful complimentary massages which provided some relief from the stress that these incidents caused us during our honeymoon vacation.
My husband and I work very hard to save money for our honeymoon vacation. We both wanted this honeymoon vacation to be special and we are extremely disappointed that your company mislead us and did not provide the services that we were promised to receive on our trip. We were extremely disappointed with some of the staff members that were not friendly. We were disappointed with some of the services that we expected and did not receive such as top-shelf beverages (i.e. Smirnoff is not top shelf vodka). Your resort offers Smirnoff, Hennessey and Dewar’s at one bar and this is the extent of your top shelf beverage to the guests; this is unacceptable. We were promised the offer of a complimentary breakfast in bed which was never delivered. I selected this resort because I was looking forward to enjoying the pool bar, however, Manatees, the swim-up/pool bar was not staffed. What a shame that in this resort, the pool bar, such an important social place was not provided the service to accommodate the guests. We were disappointed in having to wait one hour or more to be served dinner in the restaurants.
We want to emphasize that it seems to us that this resort is under-staffed and cannot provide the services that you are guaranteeing to your guests. Especially in your restaurants since there are wait times of one hour or more to be seated and including up to a 45-minute wait to be served dinner. Your company needs to fulfill the services that are being promised to guests in order for this resort to attract former guests and possibly recommendations for new business. In the travel hospitality industry Guests/Clients should be rated as a top priority. In order for a travel business to succeed it should rank their guests as their main priority and their employees as their second priority and in the long run the company will gain profits by focusing on their clients concerns. All of these negative incidents were not big in the scheme of life, but in a seven-day honeymoon vacation it made a big difference. After experiencing these negative incidents and your company not providing the guaranteed services that we were promised to receive during our stay at the Sunscape Curacao resort, we do not plan to return nor recommend this resort to our family or friends.
Mr. and Mrs. Alberto P. Sosa, Jr.
cc: Mr. Jeff Mullen, President, Apple Vacations
Mr. Gonzalo del Peón Suárez, President, AM Resorts
P.S. The concept and beauty of your resort are present, however, without the service and fulfilling your obligation to your guests then the concept/beauty of your resort means nothing!
- Official Description (provided by the hotel):
- Located near one of the world's most praised diving sites, Sunscape Curaçao Resort, Spa & Casino offers guests a fun-filled getaway of a lifetime with all the privileges of Unlimited-Fun(R). All guests will enjoy limitless access to six delectable restaurants, where reservations are never required and endless domestic and international beverages from seven chic bars and lounges. The Explorer's Club is where kids, ages 3 to 12, can have their own fun while under the supervision of Red Cross certified supervisors and the Core Zone Teens Club offers special activities and events for teens 13 to 17-years-old. All guests will have the fun-filled getaway of a lifetime at Sunscape Curaçao with activities, events, parties and more where wristbands are never required! ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Booking.com, Expedia, TripOnline SA, Hotels.com, getaroom.com, HotelsClick, Cancelon, 5viajes2012 S.L., HotelQuickly and Ebookers so you can book your Sunscape Curacao Resort Spa & Casino reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
- Also Known As:
- Breezes Resort, Spa And Casino - Curacao
- Breezes Resort, Spa & Casino - Curacao Hotel Willemstad
- Breezes Curacao Hotel
- Breezes Resort Curacao
- Superclub Breezes Curacao
- Breeze Curacao
- Sunscape Curacao Resort Spa & Casino Willemstad