I did my research on Trip Advisor before booking. I wanted to have the best vacation and I know by reading the reviews I would be able to make a better informed decision as to where to stay. I have never been to Guam before and it was on my list. I live in Japan, it's a little hop to get there. Made reservation and I we went. A friend of mine went with me as a vacation buddy. We arrive at the airport thinking we would look into renting a car but that didn't work out so we called the hotel to come get us. Sure, but we are going to charge you ten dollars a person. Well, what choice do I have? They came and got us.
We get upstairs and it's one of those hotel rooms where the room key activates the power in the room. That means the ac has been off since who knows when. God, it's hot in here and I am sweating balls. We crank the ac and look out the window. Oh look, they are building a new hotel, directly outside my window. Well that blows and the a/c isn't working in the room. I pick up the phone and call down to the front desk and ask them for a room change. I was told they don't have anything until Tuesday. Okay, can you send up Engineering to look at the ac? About 10 minutes later there is a knock on the door and some 12 year old boy with a hotel name tag comes in and says he is with Engineering and here to fix the a/c. Zippy, come on in. He removes the filter from the unit and washes it out in the bathtub. RoseAnne and I look at each other as if he has lost his mind. He stands around for a few minutes and confirms the a/c is DOA. He offers to bring us a portable unit. I thank him kindly and ask him to send up a manager as I have now found broken chairs in our room. He nods and leaves.
About 10 minutes later the phone rings. It's the front desk. Ms. Maysles? We have another room for you. We are sending up the bell hop to assit you with the bags, we are terribly sorry. Yeah, I bet you are. Doing my best not to take it out on the bell desk guy, we move to another room. Same set up but higher up, on the 18th floor this time. We settle in for the night. We discover the a/c in the room is on a governor. No matter how cold we set it, it won't drop below a certain temp. I think it won't go below 72. Right now, we have it set for 60. It is no where near that.
(The next day)
Went upstairs to collect everything for laundry and I put on my new beach dress. Now RoseAnn can't find the ipod charger she left plugged into the wall. We retraced all our steps, took everything out of all the luggage and it's no where to be found. I call down to the front desk and say we have a problem. Can they call housekeeping and see if they have it. RoseAnn waits to hear from the front desk while I go down to the laundry room because I am now out of panties. You needed to know that, right? 3, count them 3...1,2,3 washers for a hotel of 600 rooms. What? No really and this is supposed to be a 5 star restort. Fail. I grumble as I go back upstairs with all my unwashed laundry only to find RoseAnn has torn apart her bed and located the ipod charger!
Are you ready for this? Housekeeping had unplugged it from the wall and made it up inside the bed. Not on top of the bed but along the side of it. Somewhere you would never find it unless you tore everything apart. Now I am furious. The a/c still doesn't work lke it supposed to and things go missing and I can't do laundry. This is supposed to be my vacation. I call down to the desk and ask to speak to the Manager on Duty. I very nicely list all my complaints because I want her to help me not think I am Satan in her hotel. She says she will send up a portable a/c unit right away (this is 10pm) and she will have someone come into the room tomorrow around 10am to check the unit and give the room a serious cleaning. The vents in the bathroom have crust on them and haven't been cleaned in I don't know how long. She asked if we want to change rooms again. Not unless you are going to move me to suite, I tell her. We end up waiting an hour before I call back down to the desk to ask where Engineering is with the portable a/c. During all this I was able to get my laundry started and RoseAnn had to field a phone call from the front desk asking her who authorized the portable a/c. Really? No one hears talks to each other.
(the next day)
I had been sitting in the lobby for about 20 minutes before anyone came over and offered me a menu. It wasn't like they were busy or anything. I noticed 4 Japanese come in and sit down. They waitstaff was all over them and I was completely forgotten. Waitstaff never came back to me but waited on the Japanese parties hand and foot. I started to cry right there in the lobby. Since checing in I had been made to feel as if my business doesn't matter and I am less then because I am not the hotel's customer base. I work so hard and devote myself to work when I am there. I kill myself so I can take vacations and experence that "ahhhh" moment. The deep contented sigh of complete relaxation. I had been in Guam for 4 days and it felt like an uphill battle all the way. I couldn't take it anymore and I went up to the front desk. I asked to speak to the manager and she came out. I asked her to come around from the desk so we may speak privately. I expressed all my frustrations to her; how I had expected a follow up phone call about the ac issue and the last issue of service from the waitstaff.
She listened and nodded and apologized. She said she agreeed with everything I was saying. She room changed us one last time to a very nice suite and told me she would have strong words with the Food and Bev. Manager. I know that happened because I have seen a total change in the staff in the lobby bar. The manager asked me to give her an hour so they may clean the room. I explained we were going to the Weds Night Market and didn;t want to wait. She ask us to pack up all our things and they would move it for us. I thanked her and RoseAnn and I went to the market. The local market here is very much lke any local market. It reminded me of Portland Sat market with lots of food. We saw everything to see in less than 2 hours and headed back to the hotel. Picked up the new room keys and headed upstairs. It was a lovely suite and we settled in.
About ten minutes after getting into the room, there was a knock on the door. A young guy from the Front Desk was there with a bag of gifts. Two gift wrapped mugs and a letter of apology. I really appreciated the letter but I still wouldn't stay there again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.