I booked online at the hotel website for a beach facing 2 double bed room. Arrived at the hotel, and they couldn't find reservation. They have 2 systems (pegasus and their own) and my reservation didn't get recorded on their hotel system. They commented that this is a constant issue for them and next time please use expedia or call directly. Half an hour later, I got keys to a single bed room. Went back and this time got keys to two double bed, parking lot facing at the price of beach facing. Went back and corrected rate. I thought that they are having growing pains after converting from Best Western until I saw my credit card bill. I was billed twice, once by the hotel and second time (their claim) pegasus. I have called and left message for their manager 4 times so far. No return calls. Now I am working with credit card company to remove fraudulent charge.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
My apologies for what you recently experienced while staying with us. Though I am so sorry about the series of things that happened, I do appreciate you taking the time to let us know, so that we can address each of these issues, discover the breakdown, and fix the problem.
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As you mentioned, we are going through many changes and one of those is to work to ensure that each guest is relaxed, feels take care of, and has a fantastic experience. This obviously is not what you experienced, so if you would please call me and leave your email or phone number, I would like to chat with you and discuss. Neither myself nor any managers I have spoken with have received any messages, so please ask for me directly. Thank you, and I hope we will see you again as a guest at The Beach Retreat.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.