I've actually never written a bad review on Tripadvisor (and have only written 4 total), but my experience here was unpleasant enough that I had to write something.
I understand that you get what you pay for, and I was looking for super nice rooms or anything like that. But it doesn't cost extra to welcome your guests with a smile and treat them with respect while they are there.
We got neither.
While there were a number of less than friendly interactions, there was one incident that I thought was inexcusable. Basically, we had made our original reservations at another inn, but then decided to extend our trip by arriving one day earlier and stay one day later. Because our original inn could not accommodate those extra nights, I made a reservation for those two nights with Trade Winds.
Because I realized that the reservation was a little confusing (I was asking for a reservation for Thurs night and Sun night, but not the nights in the middle), I made sure to be extremely clear in my initial email the nights that we were requesting. I then confirmed the two nights over the phone when I gave my credit card information. When we arrived Thurs night, I again confirmed our reservation to the (not-so-welcoming) staff who checked us in. And again, when we checked out on Friday morning and returned our keys, we confirmed that we were coming back on Sunday evening with the front desk.
Instead, Saturday while at the beach, we received a number of voice messages from Harry from Trade Winds who was confused why about where we were and whether we were coming back. Immediately upon returning from the beach a few hours later, I stopped in to clarify again our reservation and spoke directly to Harry, who informed me that he had cancelled our reservation for Sunday evening because he thought that we had simply left. He kept bringing up how confusing the situation was to him, and how he had lost two days of renting out our room, because he thought that we were staying there for the middle two nights. (There were a few other confusing details that Harry mentioned, like the fact that there were two different names attached to our reservation, but don't they get that all the time with couple reservation?)
To be honest, I'm a pretty conflict-averse person, and even though I was slightly annoyed that he had cancelled our reservation without speaking with us first, once I was able to confirm that our room was still available for Sunday night, I honestly just wanted to leave and enjoy the remaining sunlight that day.
Harry however would not stop complaining about how confusing the reservation was in a way that made me feel really attacked - as if the confusion was my fault. I did my best to explain in my calmest voice possible how I had confirmed our reservation repeatedly to avoid this type of confusion. I offered to show him the original email. But he just would not let it go.
I finally tried to end the conversation by suggesting that he talk to his staff instead of with me about what went wrong. His response: "No, I don't need to have this conversation with my staff. I should be having this conversation with."
At that point, I was so frustrated and upset by the tone of his voice and what he was saying that I just walked out of the office without saying anything else. It just wasn't worth ruining a wonderful vacation by getting into a heated argument, and I could feel myself starting to get pretty angry. A cocktail seemed like a much more enjoyable alternative at that point.
I understand that Harry was frustrated and confused and probably upset that he had lost two nights of rental income. However, once that that confusion was clarified, I don't understand why he kept questioning me in an aggressive tone about the situation. I also don't understand why he would continue to argue with a customer after I had explained what had happened, as opposed to investigate further with his staff to confirm my story first.
And at no point, did anyone apologize to us for cancelling our reservation without even speaking with us first. No one offered us a complimentary cocktail for the inconvenience that this caused. Nothing.
In the end, it wasn't a huge deal. But I was somewhat upset by it the rest of the evening, and I felt pretty uncomfortable when we had to return to Trade Winds Sunday evening to stay. For a three day getaway in Vieques, I would rather have enjoyed my time in carefree relaxation.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.