Just stayed at this hotel for a week and had a lovely time. The hotel itself is gorgeous, being right on the beach and within walking distance to Johns Pass. The rooms and other amenities are excellent and staff are friendly.
I have one issue with this hotel and its the leaving of your credit card details to cover damages. After our recent stay, we returned home after staying for a further 10 days at international drive, to an email which had been sent two days after we left Barefoot, regarding a burn on the bed comforter. The manager had emailed us to ask if we knew anything about it but before we had chance to answer Barefoot Beach Hotel had taken $175 off our credit card. After many emails from us expressing the fact that under no circumstances did we do it, we used the ironing board provided, we didn't have curling irons like what the hotel said looked like had burned the comforter and that we are 6 adults who are over 40 years of age with more respect for property but they refuse to refund the money. When the hotel sent the photographs of the damaged comforter we noticed the bed wasn't the way we left it, we emailed photographs we had taken of the room before we left to prove it, and when we questioned the hotel the manager said they moved the bed comforter to another room for more space which puzzles me because the room in question was a family/adjoining room which do look bigger than the others.
This isn't the only incident regarding money being taken from our credit card, we stayed at Barefoot Beach Hotel hotel the year before and we booked and paid for three rooms in the UK. Again we had a lovely stay, checked out and headed to International Drive area for the rest of our holiday. Whilst out shopping one day we bought a pair of jeans on our credit card and then received a txt message from our bank to say we had reached our monthly limit. As you can imagine we were shocked as the card was empty before we purchased the jeans. We immediately got in touch with the bank and were told that Barefoot Beach had charged us again for the three rooms so we contacted the hotel who apologised and refunded the money immediately but it took five days for the funds to clear, leaving us with no spare money to do the things we had planned. As compensation Barefoot Beach gave us five free nights stay, which was appreciated , so all 6 members of our party booked again for this year.
We will no longer stay at this hotel and would like other holiday makers, especially if your from another country to be weary when staying here. We feel victimised being from another country and not being able to sort out the problem in person. We have taken this up with our credit card company who are currently investigating the matter.
My rating of this hotel reflects the issues we have had with it
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
First off I'd like to reassure our future guests that we do not make money or a habit of charging guests credit cards for monetary gain.
Report response as inappropriate
We are however aware of the condition of our rooms and the contents of these rooms before every arrival and after every departure. The guest who left this review occupied this room and the room adjoining it for 10 nights. Before the guest checked in there was not a Burn or Melted hole in the comforter. After the guest departed, housekeeping immediately notified the office of the damage. The comforter was retrieved and brought to the office. The guest was notified via email of the damage and asked if they were aware it was caused. This notification was done on the Monday after the weekend when they departed as Management was out of the office. They replied via email that they did not cause it and wasn't aware of the damage. Our policy states that you are liable for any damages to the room or its contents. The hole was on the top of the comforter in a very visible spot. It was in a location that we have seen before when a guest attempts to iron on the bed instead of using the ironing board provided in the room. Nevertheless the guest was charged according to our policy.
Our housekeeping staff is very meticulous and notifies us of any damages or abnormalities found in the room upon guest departure. This burn hole was definitely something that would have been brought to the office's attention at the time of departure from the previous guest if it had been an issue before this guest arrived.
It is unfortunate that the damage occurred. And even more unfortunate that the guest was not notified by anyone in their group that it happened. Nevertheless the guest was held responsible and charged accordingly.
Our bedspreads are custom ordered. We pick the fabric, drop and pillow tuck options. The guest was not charged any more that what we pay for the bedspreads. This is a very fair penalty as most properties tag on additional fees above the cost of replacement when damage is caused.
They guest was provided via email with up close high resolution photos of the damage and the location it was on bedspread. These photos were done by carrying the damaged comforter from the office to a vacant room to provide the guests with these photos. This was only done to help the guest in identifying who may have cause the damage.
Now on to being double charged on a previous stay. First off the guest booked with us through a 3rd party or a travel company/agent. We do not receive payment upfront for these types of bookings and are only paid for it after departure by the company that the guest booked with.
At check out the reservationist noticed a balance on the stay and processed the guests credit card on file. The mistake wasn't noticed until the guest called to notify us of it. The guest was immediately refunded. It took a couple days for the credit card company to release the money and process a return. The guest was given complimentary nights to use on a future stay with us for any inconvenience caused by this mistake.
I'd like to end this response by saying we treat all of our customers fairly. We do not take advantage of international travelers or anyone for that matter. We are here to provide our guests with clean damage free rooms. If damage is found when the guest departs then they will be charged for it accordingly. Always notify the office immediately upon arrival of any damage to your room. I have found this to be very helpful when I travel. For this reason my staff always does a Pre-Arrival Inspection on all rooms to check for these things. Also if you are going abroad then it is wise to bring more than one form of payment or credit card with you when you travel.
Thank you for your review and this opportunity to respond.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.