My friend booked and paid in full for a five day reservation at this resort. For valid reasons, which are not important to this review, he was unable to go. He kindly offered the room to me and a friend. We were able to get last minutes flights, even using miles so we would have free tickets, but when we contacted the resort we were informed that only my friend and no one else could use the reservation and he would not get any of his money back. She said I was welcome to make my own reservation and she would happily bill me for over $2000 (which I declined). So now they have four disgruntled customers. None of us will be tempted to use their resorts ever. As a small business person I can tell you this is not the way to get customer loyalty. I contrast this lack of service with my experience with Viking River Tours who refunded all of my money for a trip that had to be canceled due to the uprising in Egypt. They did this even though the contract clearly stated that they didn't have refund money due to trip canceled due to "acts of war." They have loyalty, and I praise them whenever I can.