Went down this morning and was told the guy last night had bad info, that rooms are available, and they apologized then told me to call guest services to extend. So I asked for a manager because waiting on hold for hours cannot be the only way to handle it. I was right. The manager was able to extend our stay with points and assured me everything was fine. I told him that yes- it was fine now but this was the first definitive info I could get from his staff for the past two days. I also asked him to tell guests to bring in their balcony furniture. He said he would bring it up in the executive meeting because they hadn’t thought of that. To his credit, he was embarrassed.
I’m glad this seems to be settled for me, but it’s incredible to me that the resorts aren’t sharing vital institutional knowledge on storm prep and that there are no 24 hour manager rotations and instead sadly ill-informed staff are having to deal with frustrated guests. For the record, I conveyed all these concerns to him without ever being rude or short with him. He didn’t personally screw this up. But I sincerely hope there are serious lessons learned at the end of this as I was given no impression that they will be able to manage the next few days smoothly.
I’m glad this seems to be settled for me, but it’s incredible to me that the resorts aren’t sharing vital institutional knowledge on storm prep and that there are no 24 hour manager rotations and instead sadly ill-informed staff are having to deal with frustrated guests. For the record, I conveyed all these concerns to him without ever being rude or short with him. He didn’t personally screw this up. But I sincerely hope there are serious lessons learned at the end of this as I was given no impression that they will be able to manage the next few days smoothly.