when I read the most recent review and discussion about security......it was time to weigh in. Our visit to the hotel was October, and found the stay enjoyable, but the food and service lacking. When we arrived we were provided cell phones to reach security, the front desk, the manager etc...
The night before our last night, we are awakened early in the morning with an intruder in our room, fondling my wife. I jumped and heard the intruder run out the door. I did not know if he was alone and slowly went upstairs to see if anyone else was in the villa. I grabbed the cell phone, dialed security, the front desk, the manager...all voice mail. Finally I was connected to the police which were literally was a 1/4 mile away.
At the same time the neighbor was screaming they had an intruder with small kids in their villa, we grabbed oars and ran to help. The hotel staff never showed, and finally the police came almost an hour after the indicent, when security miraculously showed.
The balcony doors apparently would not lock, even though they appeared too..or perhaps it was just lack of security with keys by the hotel staff?
Although apologetic, they played down the entire incindent, no refund was offered, no assistance in getting an early flight off the island. I guess based on the most recent review it does not sound like anything has improved. I also contacted tourism officials numerous times, to complain about the hotel and the local police response, but have heard nothing.
in retrospect, the service was mediocre, the food sub par, and obviously the security and caring for the guests lacking. I would not recommend a visit, and am still waiting for my refund.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 14, 2013
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We are sorry to read your review as we have been in touch with you several times by email with regards to the very unfortunate incident which took place last year. Contrary to your comments, Mount Cinnamon, its owners, Directors and staff, as well as the police, took the occurrence very seriously.
Grenada is a small and friendly island with a total population of under a 100,000 people. In many ways, it has a village feel and we like to think, unspoilt by mass commercialism. Sadly, as we all know, in any community there can be a wild card, whether you live in Tempe (Grenada or Arizona), Toronto or the Highlands of Scotland. Thankfully, it’s rare to come up against such problems and we hope more unusual here than most.
That said shortly after the incident our Resident Director emailed you to explain all of the actions we had taken. We immediately dismissed the incumbent security company, replacing them with G4S, an internationally recognised security group. We also added additional locking mechanisms to the sliding doors (the existing ones were working but were admittedly a little fiddly to operate). Further we added an electronic guard monitoring system and doubled the number of guards.
More recently, we have stepped up the security measures again by introducing a special laser perimeter alarm system that alerts security and the manager immediately if the perimeter is breached. All patio doors of suites and villas now have a new deadlock system that cannot be overridden and a night manager is now on duty.
Our Director did also inform you that the police had a suspect in custody who has subsequently been charged and is awaiting trial.
We try not to be alarmist as we have always enjoyed a very safe and secure lifestyle. With the growth of tourism, we naturally need to be more vigilant as this incident demonstrated and as you or I would be in our own home. We sadly do now advise guests not to leave their doors open per chance an intruder trespasses for whatever reason, opportunist or criminal.
Naturally, the incident was upsetting for everyone. As Grenadians, we are proud to have the reputation of the friendliest, safest and most welcoming of Caribbean islands. We know that incidents like this can be seriously damaging to our main source of economy and goes against the ethos of our people. Please believe me, therefore when I say again, we have all taken the incident very seriously and have endeavoured to prevent anything like this happening again.
I will contact you separately as I had understood we had done everything possible to alleviate the alarming encounter, helped you with your early departure and given a refund towards your stay. I am sorry and understand that the experience has clearly left such an unwelcome memory.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.