My husband, daughter, son in law, 2 grandchildren and myself had a 3 night stay at the resort November/December.
We checked into the resort late the first night and the next day we had a knock on the door in the morning asking did we require housekeeping. We informed the cleaner we would be leaving our into momentarily and she said she would return in 5 minutes. We got back to the resort late in the afternoon and there was no sign housekeeping had been in. We were asked at 5 pm if we wanted service which we declined as we were preparing dinner in our suite. The next day we had no service at all so I checked the brochure that we got at check in to see what services were provided if any. We were supposed to have our beds made, towels changed and garbage removed each day but this was never done. We had put the used towels in bath and these were never taken away which confirmed we had not had any housekeeping service. I mentioned this at check out and the clerk did not seem at all perturbed by our complaint but she did give us $20 Bellstar coupons for our inconvenience!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for reviewing your stay with us at Solara Resort & Spa, we apologise for the miscommunication and oversights of our housekeeping team. We do offer light daily service that includes garbage and recycling removal, towel exchange and beds made. On the fourth day for longer stays we do a full linen and towel exchange. We had just launched our newest Green Initiative, Stay Green/ Stay Rewarded that gives our guests the opportunity to forgo the light daily service and are then rewarded with our Green Bucks, which is what our GSA presented to you upon departure perhaps misreading the situation. I did speak with this agent after your departure and I can confirm that they, like all of our team members, are very concerned about our guests and their enjoyment and any complaints that our guests may have. The agent did immediately contact housekeeping regarding your comments and concerns.
Again we do apologise for the oversight and have communicated your experiences to our Housekeeping managers who will be working with their teams regarding communication and follow-up if they attempt to provide service to a room but are asked to come back later.
Thank you again for your feedback and we do hope that we can host you once again, please do not hesitate to contact me directly if you would like to discuss your stay in further detail.
Yours In Hospitality,
Guest Services Manager
Solara Resort & Spa
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.