We arrived on April 27 and had booked a deluxe 2 bedroom package with Allegiant Air. After booking in March, I had called the resort to ask if they pre-block a certain room. I was told that wasn't an option. I asked what type of view we would have. I was told since I booked Allegiant we won't be getting a room with a water view & they do not allow upgrades for a view (which I wanted to pay). So if a view is important to you, don't go through Allegiant.
Although i was disappointed with all the "no" answers I had received, I was still excited to experience the resort. Check-in was smooth and the woman that was working was pleasant and brought us a pack and play immediately. The room we received was E-107. We opened the door and was again disappointed. I understand each condo is owned and then rented out. This owner hasn't put money into this unit. The carpet was disgusting, I didn't want to have bare feet in the place we were calling home for the week. The unit did not have a clean smell. By the end of the night we looked at our daughters feet and they were black! There wasn't a mop to clean the floors, so I called the office around 7pm (they close at 5pm) and left a message. I wish I could say that is the end of my complaint, but when we went to bed, I couldn't believe how horrific the mattress was. I have never slept on something so terrible. After a long day of traveling (with back issues) the last thing you want to sleep on is a mattress that feels like a wooden board. Both my husband and I didn't sleep, tossing & turning, trying to find a comfortable spot. At about 4am, I was ready to find a different hotel. There was a couch I could have slept on, but the furniture was dirty and I didn't want to sit on it, let alone sleep on it. Seriously. A bed (and sleep) is a very important part of an enjoyable vacation.
The next morning, Tuesday, I went to the office to talk with the staff about the dirty floors and the mattress. I wish I could remember the gals name but she had blonde hair and she listened very well but said she needed to speak with the general manager. I left my phone number and a few hours later she called to let me know that another room is available if I wanted to move. However, There would be a $40 cleaning charge.
At 4 o'clock, when we returned from the aquarium, I went to the office to get the key to room E-113 to see if the bed was any better (praying it was). The woman at the desk was different (I believe her name was April, brown short hair with glasses). She knew who I was, handed me the key and seemed very put out by this request. My family and I went to the new room to lay on the beds and found that they were far more comfortable and the unit was so much cleaner, it was a true upgrade from room 107. I believe unit e-107 would be comparable to a Motel 6 room. So I was happy that the resort offered to switch my condo, but disappointed to pay the $40 fee when the unit they placed us in is not a quality product, even after they cleaned the floors. But I also understand they don't want to pay the cleaning fee, so whatever. I just needed sleep and to relieve my back pain.
So I return to the office and told April that we were going to be moving to the new room. She was highly annoyed that we decided to move. I asked if she needed the $40 now for the cleaning fee and she said yes she took my credit card and was not able to print me a receipt because it was an allegiant package and those are "such a hassle". She then reminded me that the office closes in one hour so I will need to be moved by then. And that was it, nothing else to say to me. I tried to let her know that moving wasn't ideal for us either, and that I'm inconveniencing my family because of my back - which your mattress is a contributing factor! But she didn't engage and gave me a look with pursed lips, like "yep, it is a hassle". Talk about making me feel like a second-class citizen. If those packages are a hassle, why partner with Allegiant? Honestly, I was so happy to get a different room, with a better mattress, why did April feel she needed to be rude to me? I had no sleep the night before. Would it have killed her to give me the keys and say "hope this works better for you". She didn't thank me or say anything. I felt like a MAJOR inconvenience to her. And that is my biggest complaint. The resort could have turned the entire thing around with just a bit of customer service, but that wasn't something April felt I deserved.
The rest of the week was great, pool was nice, beach access was perfect and guess what? The mattress & cleanliness exceeded expectations in room E-113.
Will we be back? No, unfortunately not. I won't return to an establishment that treats their customers like that. It's really unfortunate, because I wasn't rude to her at all, I was thankful for the solution. I truly hope Barry speaks with his staff about the importance of making each guest feel welcome and appreciated, never a hassle or annoyance. I really expect more from a 50 year old woman working at the office of a resort.
- Official Description (provided by the hotel):
- One bedroom w/sleeper sofa. Sleeps 4. Full kitchen. pool, private beach access. ... more less
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- Also Known As:
- Barefoot Beach Hotel Indian Shores
- Barefoot Beach Indian Shores
- Barefoot Beach Resort Indian Shores, Florida