When I first started to write this review, I tried to find some positive comments to share with my TA family. Unfortunately, there are no words other than some four letter words that I could have utilized. However, I'm keeping my composure and will write this long and honest report/review.
This was our first time traveling to Mexico and the only reason we traveled to Mexico was to attended my niece's 15th birthday celebration. Her dad is of Mexican descent and my cousin is of Puerto Rican descent. We only typically travel to Puerto Rico. But, we felt that we needed to be there and make this very special for our niece.
For an entire month, I was communicating with the hotel's concierge. I had numerous questions and requests. One request was to please have a crib placed inside my daughter's room for my 2yo grand-daughter. I also requested the newer rooms for my family. According to the concierge, everything would be in order upon our arrival. However, the newer rooms would be based on occupancy. I get it.
We arrived at Las Hadas on 7/24 and was greeted properly by the doorman and the concierge. Great start. I walked over to the counter and started the process of checking us in. My wife and family were given a cool towels and cool drinks. Very nice touch. The place looked like it could use a good infusion of funds to spruce it up. What we all saw online wasn't the same in person. (photo shop). However, it wasn't all that bad, but it was not what we expected. As I continued with the process, I started to see some flaws in our reservation. I asked if a crib was placed inside my daughter's room. The agent indicated that a crib wasn't ordered. Okay, after 1 month of emailing back & forth with the concierge, nothing was notated. We then were told that we had DBL/DBL beds reserved. No! I specially requested and reserved king beds. Finally after 1 entire hour of trying to sort this out, we were all given our room keys. We were place on the same floor as requested (they got that part right). As my wife and I walked into our room, folks, the devil himself would be asking for A/C. It was hot as hades in our room. Not to our surprise, my daughter, son in law and 2yo grand-daughter also had a burning inferno in their room. We began to immediately sweat. I immediately went to the front desk again. Alexis assisted us (great FD Agent) and said that it would take some time for another room. So we decided to go down and get some food and drinks while we wait for our new rooms..
As we walked down to Delphins, we noticed that the resort was packed. Poor workers were skating everywhere to serve these guest. We found a table and sat down. We waited over 30 minutes before and elderly tall male server came over to take our order. We ordered some drinks whilst we waited for my niece to arrive and join us. The server quickly brought our drinks and disappeared quickly. We never saw him again... He was there serving others, but, never came back to us. My niece, her dad and cousin arrived to join us. This time around we waited for 20 minutes. I finally got up and found the hostess. She indicated that she would send someone over ASAP. This poor female server came over and was trying to hurry us in ordering. I finally asked her on why the delay then the rush. She mentioned that there are a lot of inclusive guests staying and that they are very demanding. So, I see... The inclusive guests take up all the staff with their never ending orders whilst the daily paying guest suffer. We finally got our drinks. But then, (here we go again) security approached us and asked if we were guests of the property and began to ask ask numerous questions. At first, I thought it was a joke. But he was dead serious. Now, I was becoming very annoyed.. I asked who sent him and he indicated that it was a manager at the FD. I then told him that we already checked in and that these people were my family. He insisted that we give him more information. I then requested that he go back and ask this so called manager to come down and please explain why he sent security to embarrass us in front of all these guests with his interrogative line of questioning. He did go back and quickly came down without the manager. The so called no name manager told him to tell us to come up if we wanted to address this.... Wow!!
As we were walking up to the FD! We were chased down by a server that indicated that we were not registered and the system shows no such name. I now had to explain to the server the issue we had at the FD and assured him that we are guests of the resort. We finally got to the FD and asked to speak to the person that sent security down to Delphins. No one knew of any security person being sent down. Or they didn't want to say.. After another 20 minutes passed and we got our keys. Keep in mind that we arrived at 12:30 and it was now 3:30.
We were now in separate buildings. Our daughter was given a nice upgrade and we were also upgraded. Our room was pleasant and cool. Not cold but cool. We didn't know how our daughter's room was.
We all went out to dinner with the family. Upon our return, we went to our daughter's room. As we entered, the heat that came out of the room could have roasted an entire suckling! It was hot. We called the FD and Mauricio (Great FD Agent) immediately sent engineering. The engineer arrived and looked into the issue and confirmed that the room was extremely hot and that it would take 3 hours to fix. So, Mauricio once again changed my daughter's room. Folks, this is now change #3 and it's 12:30 AM. We helped with the move and Mauricio gave her a very nice cold room. Mauricio thank you for know how to provide customer service.
All was well, until that night in my daughter's room. We were going out that night when our daughter called us in panic. She said to please rush over because our 2yo grand-daughter was cut over the eye and was bleeding heavily. We arrived within 3 minutes. I quickly assessed the injury ( I'm a first responder/emt). My grand-daughter suffers a laceration over her right eye. I plied pressure to help slow down and stop the bleeding. I told my daughter to call the FD and have security come. Apparently what occurred was within the bathroom, my son in law went to pull a towel off the towel holder to dry my grand-daughter. The entire towel bar came off the wall and struck my grand-daughter over her right eye. 2 center meters to the left, it would have struck her eye! Security arrived and by that time the bleeding had stopped. He assessed the area and administered some iodine to help and stop from any infection setting. He offered medical service locally and we refused. I told him that we would be taking her to her primary doctor in the States. What a nightmare!! And this was the very same night for our niece's birthday celebration. Yes, we arrived late....
I had enough of this property. We lost 3 solid days of fun and relaxation with all the issues. I packed up my family and we went to spend the night in Puerto Vallarta. Now, they know what customer service is all about. I will be writing a fantastic review of Fiesta Americana.
We got back on the 23rd very late. Mauricio was at the FD and greeted us back. He provided us an update on what the GM was willing to compensate for all of our troubles. Folks, it's not worth even writing about it..... Keep in mind the GM knows about all of our issues but never even called to look into the well being of our grand-daughter..
At 1 AM departure day, my daughter called me and told me that her bathroom was flooded and water was everywhere. We called, yes Mauricio and he quickly sent an engineer. My kids were without water to brush in the morning. So at 6 AM, I brought them over to our room. Poor things were so tired that they fell asleep. I don't think anything will be done or think that they even care. So, I can't wait to finally get back home.
I use to be a Service Culture Trainer with Starwood , opened several hotels and a beautiful resort in Puerto Rico..Management here are some bullet points that I recommend you do or don't.
. Train a trainer in providing customer service
. Have all staff and management take a service culture training course
. Separate your all inclusive process by having the names of the daily paying guest at the first check point. Security. This way the can check off those guests and radio down to the FD that Mr. Jones is arriving.
.Security should have cameras with them when responding to an accident
. Communication!! No one communicates on this property.
.Give your employees the empowerment to make general decisions and not look like they would be flogged.
.Service Recovery- how to recover from a major lack of providing CS? This is all part of service culture training.
.Pick up the phone by the 3rd ring
. Never place a guest on hold more than 1 minute
. Cross train staff at the FD.
Let me stop here.. This could be a 3 page report if I continue.
My final words are, we will never ever travel back to this property. Instead we will spend our monies in Puerto Vallarta. Some guests will deal with these imperfections and adapt. However, for those of us that are seasoned travelers, all we want is simple customer service and ownership when something goes wrong. Passing the buck only makes the issue bigger.
Outstanding staff: Mauricio, Noel and Alexis. Edwardo was very helpful as the voice of the property. But, upper management need to empower him more and not have to wait for the GM or Controller to make a decision.
Okay, I'm done.....
Sent from my iPad
- Official Description (provided by the hotel):
- A Manzanillo resort and marina with accommodations and a variety of amenities. This hotel features wedding venues, a golf course, romantic dining and event space in Mexico. ... more less
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- Also Known As:
- Las Hadas Golf Resort And Marina Hotel Manzanillo
- Las Hadas Manzanillo
- Las Hadas Mexico
- Las Hadas Hotel And Marina
- Las Hadas Golf Resort & Marina