Thank you very much for your feedback on your recent stay with us in late August.
We endeavour to provide all our guests with the very best experiences possible, so we were very concerned to note your comment regarding your fishing reservation and immediately contacted our Sales Team to see where the confusion arose. They advise that there was a great deal of communication back and forth regarding the number of guests fishing each day but a resolution was reached that 9 guests would be fishing on the first day. We confirmed, in both an email and on the reservation invoice sent to you before your trip, that 3 of our boats, each of them allowed to carry 3 guests, would be available to you. Unfortunately, when you showed up with your group of 12 to fish that morning, we were not prepared for that number of guests. Luckily, we were able to quickly make available an additional boat thanks to a guest that offered up his boat to your family. The following day we were able to arrange a different combination of boats that met your needs for the whole group to fish at the same time. We were very pleased to hear from you that the fishing was the best ever of all of your previous visits. The 1- Hour Eco Tour that you requested was also confirmed in correspondence on the Reservations invoice you received prior to your travel to the Resort as well as the activity schedule presented upon arrival. Needless to say we feel badly indeed that there was confusion surrounding these activities but we were very pleased that we were able to accommodate all your requirements on short notice. With regard to the slow restaurant service you experienced, we offer our sincere apologies. The Resort was extremely busy during your stay and we were happy to hear from you the following day that the service was much better.
We must also apologize for the concerns you raised regarding mice in our rooms and buildings. We are not sure what has led to the population of mice on island this year and are continuing to take all necessary steps to keep them out of our buildings. Regrettably, because we are situated in the rainforest, it is impossible to ensure all exterior doors to our lodges are kept closed at all times and if a door is left just slightly ajar when a guest exits or enters a building or when staff are in and out to service all our rooms, they get in and once inside it’s extremely difficult to eliminate them completely. We will be going through each and every room on property to eradicate them over the winter while the Resort is closed. I realize that our apologies for this problem will do little to assuage your concerns but hope that the credit we applied to your account will assure you of our best intentions. This situation was definitely not in keeping with our normal high level of service and I hope, given your previous stays with us you will realize that this problem was exceptional in nature.
