I've stayed at the Windjammer three times but will not be staying again. On March 6th I reserved a room for August---6 months in advance. I reserved early to request a specialty 6-person room offered by the hotel. It is located on the first floor directly beside the pool.
When I called a few days before arriving to confirm the room, I was told by a woman at the front desk that someone else had reserved the room. The woman said she could see in the reservation that I had requested the room, but for unknown reasons it was promised to someone else a month ago. She directed me to call back the next day after she had a chance to speak with the owner.
When I called the next day I was told that the room was not available, and I would be in a 5th floor room instead. I called the following day to speak with the owner myself and was flatly told that he (the owner) had taken my reservation several months back and I most certainly did not request the room. I am told this despite the fact the front desk woman told me she could see in the reservation that I requested the room.
What is more upsetting than not getting the requested room was the way the owner addressed the situation and treated me. I was courteous but this did not resonate back. He was curt, interrupted me, showed no acknowledgment of my view and offered no apology.
A professional manager would have said, “Hey…I don’t know how this happened but I’m sorry it did…what can I do to make it better?” I am a reasonable person and even if the solution involved not getting the room I requested, I would have appreciated his understanding of the issue, tried to work with him, and would probably return again next year. But by not acknowledging that he erred in booking my reservation (or even that he MAY have erred) he essentially called me a liar. His attitude was rude and dismissive.
I choose not to do business with those who cannot communicate with respect and courtesy when problems arise. Thankfully there are better hotels in the area.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
September 5, 2013
I believe you are mad at me the General Manager, not the owner. We are very lucky that we have a lot of repeat business and many guests do request a certain room for each visit. I did take your original reservation March 6 and had written on the reservation request room 501, which is the Specialty room on the 5th floor. You called a few days before your arrival date and said it should be room 101 Specialty room on the 1st floor. Each reservation I do repeat the room type and location of the room two times before ending the reservation.
Report response as inappropriate
When I spoke to you August 14 I was not trying to be rude or short, I was just explaining the options we had which were unfortunately limited because we had a full house during your dates. I was very upset regarding your situation but also perplexed because I did your reservation personally and had written down a different room that you later stated. I will just say the "customer is always right." We were not able to get you into the room 101 you wanted but were able to accommodate you in another Specialty room on the first floor.
We are very sorry this happened and wish you the best.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.