The Elysian Resort in St. Thomas is in need of a serious overhaul physically and a re-training on customer services. We went to the resort during what is considered the "low" season in St. Thomas. We arrived on the island early in the morning and proceeded to the resort. Although we knew check-in was not until 4pm, we were hopeful that we could check-in earlier and use the resort amenities until our unit was ready. We were told by Vicki (the only person covering the front desk at the time (and checking people out and distributing towels and accepting towels...was the resort operating with a skeleton crew?) that she would work with housekeeping and didn't see a problem with and earlier check-in. Having flown through the night with no sleep we let her know we appreciated the effort to try and check-in early as we were exhausted. We then spent several hours on the beach and at around 1pm walked to the front desk to ask about the status of our room. The response: "...still working with housekeeping..." Back to the beach we went, exhausted and frustrated. At 2pm we checked status again. The response was: "The room is not ready." Long story short: We were unable to check-in until 4pm. Why lead an exhausted resort guest on like this for the entire day? Why not just say to us that it will not be possible to check in until 4pm? We could have driven into town and start our vacation sightseeing, etc. But dangling the promise of an early check-in and then never delivering is unacceptable. The unit was supposed to have a view of the ocean but it was completely blocked by a pool, palm trees and shrubbery. Thus no ocean view whatsoever. The refrigerator in the unit, although looked new, was not working and had to be changed. Mid-week the changed refrigerator also began not working fully. In 100% of the resorts I have stayed in there is at least one day during the week where housekeeping comes in and refreshes linen and towels. At the Elysian this service was an extra fee. Towels and linens were made available to us at no charge but it was up to us to service or own room. The refreshed towels were stained and had that burnt looked (like when you over-dry white clothing and they take on a burnt look from the extreme heat). The resort did have a guest laundry room but it was in the same space that resort staff kept linens and towels and I was treated, one morning, to how the staff prepares dirty linen before laundering. They spray Tilex (a bathroom cleaning spray) on visible stains in linens and towels before washing. It appears that Wyndham cannot afford regular clothing and linen cleaning supplies and make due with whatever is available or handy.
When we are on vacation we expect a certain level of quality (even at timeshare resorts) and most of the time that standard of quality is met but, unfortunately, not at the Elysian. I thought that at Wyndham properties there were a minimum set of quality standards. If there are, then customer service re-training is necessary in this resort. Throughout the week, the resort seemed empty. Not very many guests and, even more alarming, not very many staff. RCI Timeshare Company and the Wyndham websites both list resort amenities including a fitness center. This is often the first amenity I look for in a resort, foregoing beautifully pictured resorts for less attractive ones simply because they don't have a fitness room. That is how important a fitness room is to our vacation experience. At Elysian, although a fitness room is advertised, there was none at the resort. Resort staff explained that the fitness room was owned by owners and not Wyndham and is no longer operational. I don't even know what that means and the bottom line is that it was falsely advertised and there was no note or email sent that indicated a fitness room was not available. We went to the Ritz-Carlton resort next door to ask if we can pay to use their fitness room and amenities since the Elysian was unable to deliver on what they advertised. Sadly, the Ritz-Carlton indicated that they stopped offering passes for non-guest use of facilities. When we communicated this to Elysian front desk staff, the response was: "Guests run on the property and swim in the pool." No other offer or even an attempt to identify a local gymnasium we could use. Other observances: beach chairs and beach accessories were worn, old, in need of repairs; beach towels were faded and frayed and at one point not even available because for some reason someone forgot to wash them to make them available to guests on demand. The experience felt like we were trapped and duped. The positive: The two restaurants on the resort "Sangria's" and Caribbean Food Market" offered wonderful menu selections and very good service by wait staff. Upon paying our bill we were unable to charge the bill to our room account. We were informed that they were not owned by Wyndham and thus were unable to charge the room for the meals. Given the distinct difference in quality and customer service between the restaurant and the resort, we were not surprised Wyndham had no hand in this dining experience.
As far as security goes; a guard was posted at the resort entrance only at night and the guard made no attempt to check the credentials of any guest upon entrance. Anyone could have driven in and helped themselves to any unit. Unit doors were old, in need of repair and overall security was questionable. During the day there was no security guard posted and the resort was accessible to anyone driving by.
I have to say that once before we stayed at a Wyndham property and did not experience this level of amateurish customer service. So, I know the company is capable of better. But someone has "fallen asleep at the wheel" at Elysian and dramatic changes are required as soon as possible.
The resort's advertised amenities and services fell far short of quality expectations and/or did not exist at all on this property. Dramatic changes in upkeep, security and customer services are in order for this resort. I know there must be a Wyndham standard of quality it is just not exercised at this resort.
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- Also Known As:
- Elysian Beach Hotel East End
- Hotel Elysian Beach
- Elysian Beach Resort St. Thomas, U.S. Virgin Islands
- Elysian Beach St Thomas