I am the boyfriend of merde001 below who posted the first review about 9 beaches being closed “due to storms”. After MUCH work—i.e. hours of phone calls, waiting on hold and e-mails, and NO HELP whatsoever from 9 Beaches we achieved a refund from the travel site we booked through and are going to Tulum Mexico in a few weeks. And we are happy to put this all behind us.
But a new development is prompting me to post address this ordeal once more.
The entire reason that we had booked this hotel and decided on Bermuda for that matter was the cabana experience so the hotels offered as replacement did not fit what we were looking for at all. We had been communicating with the general manager of this hotel via e-mail after we learned that the resort would not be able to accept our reservation about two weeks prior to our planned arrival date. Since we had booked the hotel as part of a package, we were initially told by Orbitz we couldn't just cancel the hotel reservation without incurring a $150 change fee per airline ticket. In the meantime, my girlfriend had left the below review regarding our horrible experience with the hotel. The general manager immediately responded to our e-mail stating:
“…we are but a small privately owned hotel (with about 50 staff who rely on us for income in order that they can feed, clothe, and house their families both in Bermuda and around the world, literally). We are trying to work through this tragic set of circumstances which were totally beyond our control. Regrettably as Trip Advisor is so effective we have received many calls and emails since your posting appeared from people who wish to cancel their reservations. Under the circumstances could I ask if you can you feel any way clear to ask Trip Advisor to withdraw your comments?”
We responded that we could not remove the review because we did not want others to experience the same trouble and headaches that we had encountered. We also requested that the resort cover the change fees for our airline tickets, a total of $300. We said we would promptly remove the review if this was done. To this request, we received no response from the manager at all. Instead, the manager left the below response to our review here on Tripadvisor. After spending countless hours on the phone trying to re-arrange our travel plans at the last minute, we thought that this was not an unreasonable request. The sympathy that the manager had tried to extract from us by the mentioning that they are a small privately owned hotel had initially made us feel very guilty and regretful about the initial harsh review….
That feeling was quickly lost when we found out that “9 Beaches resort (was) to close for $80m redevelopment”.
See the link here: http://www.royalgazette.com/rg/Article/article.jsp?articleId=7da57cb30030000§ionId=60
We received no response, no reimbursement and ultimately no resolution on behalf of 9 Beaches. After enough hours spent on the phone finally talking to right people, we were able to get a full refund of our trip through Orbitz. 9 Beaches did nothing other than ignore us and our requests and in addition try to make US feel bad for THEM ruining our vacation. The ethics and poor business practices demonstrated by this whole process will definitely make us steer clear of 9 beaches in the future and for you and your desire for a relaxing vacation’s sake, I would advise you to as well.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.