I usually only write positive reviews but… After a terrible experience just trying to get to Grenada with all the required paperwork, we had accommodations booked elsewhere and had to rebook here last minute because of dates that changed in travel. I reached out to the manager Julia saying I didn’t think we were going to make it, however we managed to make our way. More than 24 hours later, she finally responded and said she was sorry for what we were going through, and would have a Rum punch waiting for me upon arrival.
Once we arrived at the hotel, we were told we would be confined to our room and not allowed anywhere on the grounds, not what was described in the booking. I asked if the water was safe to drink, her response was it’s ok so long as your tummy isn’t sensitive. What did that mean exactly… Our accommodations were on the top floor, and there was no one to help bring our luggage to our room. In the room, not even a bottle of water in the fridge, coffee, tea, sugar, or salt and pepper. Although there was air conditioning in the bedroom, nothing was on and it was sweltering hot in the suite.
When checking in, Julia said she would send us a welcome package via email, the information provided was laundry services and the restaurant menu, which were outrageously priced. No information was ever provided by email or in the room; amenities, getting fresh towels, disposing of trash, which places we could order groceries from or restaurant delivery, etc. Not even extra towels or a broom and dustpan were provided, until I asked for it…
Fortunately we had friends and family bringing us things. 48 hours after our arrival, our family brought us a large grocery order since we were there for a week. Julia, the manager told both us and our family that would be the last delivery we would be allowed until we were cleared of our mandatory Covid test on day 4, which means we could only get deliveries again near day 7 when we were due to leave anyway. We felt like we were in jail.
The Covid test only came on day 5, I was cleared at checkout time on day 7, but my husband was not so we could not leave. Julia had direct contact with health officials and sent them a message, but there was no follow up with us from her all day or evening (I inquired 3 times during the day). There was no phone call to let us know we would have to stay an extra night. We disputed the extra night charge of $325 EC/$165 Canadian, saying we were kept hostage. She said we could have left if we didn’t want to pay it, after she specifically told us we could not leave. We had to pay the bill in full, saying she needed to get paid for the extra night, and if we had an issue we needed to take it up with the Ministry of Health.
Throughout our stay, there were no phone calls to us, to ask if everything was ok, or if there was anything we needed. Bed was extremely hard, and there was no real effort to make us feel welcomed or make us comfortable. Julia said we would be charged for the Covid testing $150 US each and to have our money ready. The testing was free.
We left here very unsatisfied, feeling that this hotel is nothing but a cash grab, lacking both communication and customer service. Did I mention I am still waiting for my rum punch?
