My husband and I spent the week of Christmas at Mount Cinnamon. We shared a two bedroom villa (No. 7) with my sister, brother-in-law, and five year old niece. The wait staff and cleaning staff were terrific, but we found the service provided by management staff to be lacking in the following respects. First, when I made the booking, I was told that Villa 5 had a nicer view than Villa 7 and that we would be given Vila 7. However, when we arrived, we were given Villa 7. When I questioned this, I was simply told that another family had been given that Villa. Not wanting to start the vacation on the wrong foot, I let this go. Then on Christmas day, we woke to pouring rain and leaks in several spots in the Villa (including one over the bed in the second bedroom). We put out pots and called down to reception. No one from management came to inspect, and we were told that the only thing that could be done was to put a tarp over the villa after the rain stopped. Given the number of leaks, and the lack of response, we could only assume that management knew that the villa leaked in heavy rains. What a dreary Christmas morning! The sun came out and the tarp was not installed, and there was no follow up by management. On another day, we booked an excursion to Mount Edgecombe. We were told that we would be taken by boat and that there would be an opportunity to go snorkeling. I was assured that a large vehicle that could safely seat five passengers would take us to the marina and then take us back at the end of the day. A small SUV arrived, which did not have room for five passengers. When i questioned this, I was told that the larger SUV was in the garage.My niece had to sit on my sister's lap, meaning that she was not secured by a seatbelt. My sister agreed to this, thinking that with the potholes, the vehicle would not be driven fast. While this proved true on the way to the Marina, it was not the case on the way home. Also, we were shocked by the boat that was provided. It was a small old water taxi. Again, we were told that the resort's boat was in for repair. The taxi operator stopped to pick up a friend. We were not asked if this was ok. When we arrived at the location for snorkeling, we discovered that the resort was to have provided snorkeling gear, and so we had to make do with what the taxi operator was able to provide. The plantation itself was pretty and the infinity pools lovely. Our last day was marred by the discovery that our flight home was cancelled and that the resort was full for that evening. While there was some effort to help us find alternate accommodations, it took 3 hours before we arrived at the new location. During this time, front desk staff increasingly acted as we were a nuisance. When we left Mount Cinamon we completed a guest survey, and we had expected to receive a response (with apology) by email. To date, there has been nothing. The second resort, Laluna, was spectacular, and the cost of the two bedroom villa was comparable. At least we ended our vacation on a good note.
Beware! Villa 7 leaks in heavy rains.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Justine W.
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Thank you for your taking the time to comment on your recent stay with us at Mount Cinnamon.
Please note your Guests comment sheet with the issues mentioned was forwarded to me upon departure and was promptly responded to on December 31st 2012
Firstly I apologise for the inconvenience experienced at the resort with regards to the leak in your villa; this was due to extreme weather and expansion and contraction of our tiled roofs. We had the same issue with another Villa which was rectified the same day. Should I have known that you had the same issue with your Villa I would have taken care of it the same day as well. I do apologise for this breakdown in communication.
With regards to you not receiving the particular villa requested, due to the boutique nature of our property and the uniqueness, we do not as a policy allocate villas until arrival. All our rooms share a panoramic view of the ocean and the beach and are of equal quality.
I do apologise for your experience with the Edgecombe tour and spoke in depth with the person responsible to never book or use a substitute boat which is not in keeping with our standards and do apologise for the decision. Equally with the vehicle, she had to put safety first and there just was not another large vehicle available on the island.
With regards to the cancellation of your flight, this was outside of our control and with the resort full and all other properties on the island busy it took a little while for your Island Representative to make alternative plans for you. I am glad that you enjoyed your brief stay at Laluna.
As General Manager, I try to meet all guests staying at the resort and on a daily basis can be seen at Breakfast, at the beach cabana and in the lobby asking how persons are enjoying their stay and if all is comfortable. I do wish that all of your issues were brought to my attention prior to the day of you leaving so I could have dealt with the situation and ensured the rest of you stay went smoothly.
Again I apologise for the inconvenience experienced, this is not indicative of our usual standards as you will see from the many other reviews here, I am so sorry we fell short for you.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.