The following review focuses on my opinions of the poor customer service I received while waiting to board the Bimini Superfast on December 16th. I did not actually get the opportunity to board the cruise ship, as I found out at the port that it was not sailing, but from the other reviews posted I don’t think I missed much. My boyfriend and I drove 6 hours to the port of Miami, leaving at 6:30 that morning. We were filled with excitement as it was his first cruise. I have been on several, but never with Resort World. With that in mind, I prepared in every way possible. We had tickets two months in advance, and I made sure to bring all documents necessary to the port. I double and triple checked every detail to my best capability and it seemed we were finally on our way.
Our horrible customer service actually began well before we became aware of our cruise cancellation. Let me start by saying that the Port of Miami is the most confusing and poorly marked port I’d been to. However, this didn’t discourage me as I had their phone number and thought after a quick call we could figure out our terminal location in no time. My boyfriend made the call and was swiftly directed to one of the port attendants. He explained we were to board the Bimini Superfast, but needed to know where our terminal was for boarding. The woman on the phone was immediately frustrated and just snapped at him saying “there are signs everywhere.” My boyfriend is an incredibly smart man with great eyesight so clearly he saw the ONE SIGN that said “terminals A-E” and “terminals F-J” (or whatever letter sequence it was). However, there was no association with that sign and our cruise ship. As he tried to explain this calmly he was HUNG UP ON. The complete lack of patience or desire to accommodate our needs was disgusting. I called the second time and spoke to a different woman who was able to help. Happily she told us where to go. At this point there has been NO MENTION of our canceled cruise, but here we go driving to it ready to board.
At our boarding time we walk up to the impromptu tent looking surprised that we were the only ones there. I wasn’t too discouraged at this point because I clearly saw our ship sail into the port. The cop at the doorway looked confused as we approached as asked what we wanted. I was puzzled and told him that we were ready to board the Superfast. As the final word came out of my mouth he quickly remarked that it was not sailing today. It felt like someone dropped a brick in my stomach. Frustrated I approached one of the Bimini workers who guarded the door from the inside. She looked angered as I tried to open the door. When she finally decided to come out I told her that I wanted to speak to someone immediately in regards to our cancellation, especially because we were not notified in any way. She duly and emotionlessly told me she’d find her supervisor because she was incapable of helping us or able to provide us with any information. After waiting five minutes my boyfriend called our promotion company to see why they had failed to contact and notify us that our ship wasn’t sailing. They were in complete utter shock. The first thing we were told by them is that all their records clearly stated that the ship was ready to sail, but they sincerely and repeatedly began to apologize and expressed their desire to right this wrong. I felt important and in good hands when spoken to this way. This is the OPPOSITE of what I received from Bimini. The manager finally came out after 20 minutes. She wore an expressionless face and her arms were crossed. Clearly she saw us as a nuisance. Her first words were “It’s not our fault. We sent a letter.” Well I NEVER received such letter and neither did our promotion company. Fine. Miscommunications, I get that. But the show some sort of empathy. She didn’t have much to say and didn’t have the knowledge necessary to first be in charge and second to answer my basic questions. She gave us a hard copy the letter. It read canceled due to “scheduled maintenance.” I want to know if this was “scheduled” in advanced why was I not notified when I booked instead of right before the sailing date? The boat didn’t hit rocks due to some freak accident on its last journey it was well planned, and we were left in the dark.
Our option by Bimini to fix this wrong was to rebook by early February. This “solution” is completely unrealistic as it takes a long time to coordinate MORE time off from work and school between me and my boyfriend. It wasn’t just the booking fee that cost us, but the lost time, the travel, the gas, etc. I understand things beyond our control happen, but as customer we should have been seen as valued and important. I understand it is often taboo for companies to initially admit fault, but offer solutions, apologize for my troubles...DO SOMETHING. ANYTHING. Bimini has lost two customers and I am sure we will not be the last.
- Official Description (provided by the hotel):
- Situated just 48 miles off the coast of South Florida on the quaint Bahamian island of North Bimini lies the new Bimini Bay Resort. We feature 135 luxury vacation rentals comprised of condominiums, loft-like treehouses and single family homes as well as a full-service marina with accommodations for up to 150 ft, infinity edge pool, grille, Swedish and Thai massage services, children's playground and a fine dining restaurant overlooking the ocean. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Booking.com, Expedia, Hotels.com, Cheap Tickets, Orbitz, Despegar.com and Odigeo so you can book your Resorts World Bimini reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
- Also Known As:
- Bimini Bay Resort & Marina Hotel Bimini
- Bimini Bay Resort And Marina
- Bimini Bay Hotel Marina
- Resorts World Bimini Bahamas