I am currently at the Fiji Beach Resort and Spa as we come out of the Cyclone Evan event. It looks very much like the Fiji Hilton has no standing response plans for actions on a cyclone.. imagine that in Fiji. We have emerged today largely unscathed in terms of injury and loss, The facility is devistated yet there is no response.
Thanks must go to the catering and food manager! You would be forgiven for assuming that her runs the establishment. Well over twelve hours have passed since we emerged from the lock-down and as we pass into the evening, not a single member of staff has called on the room or phoned in to make an assessment. There remain unsafe gas connections on every balcony and there is unassessed damage all over the place.
We used our bath towels to prevent the sea water from entering the (second floor) room on the front of 270kmph winds last night. No extra towels just use what you have. No replacements today. The room was covered on the floor by a layer of sand and pulverised seaweed. My wife and I have spent the day scrubbing the inside and outside of the room and balcony to ensure that the balance of our stay feels somewhat like the holiday it was planned to be. Nothing by the Hilton staff. Sure,cyclones are an act of God but where are the Managers? They are still charging a Five Star price (and with the cost of food, climbing rapidy to a Six Star price) but the involvement of Management in communications with the guests is a disgrace.
The local staff in many cases have not seen their families and been home to assess their personal disasters which in itself is bizzare however the coordination of that local staff to try and offer some amenity in the wake of a disaster is poor in the extreme. There were bunches of guests setting about to commence clean-up this morning but soon walked away when they sensed that they were on their own.
There appears to be no disaster response plan. Preparation for a CAT 5 Cyclone was casual at best. There appeared to be no priority of effort, no centralised coordination and no communications. Thanks go in the extreme to the catering Manager who in the lead up to the event was most often mistaken for the General Manager as he moved around the complex (seemingly to be everywhere) convening impromtu meetings with guests to pass general info and updates. He is a champ!; but where is the General Manager? Higher level communications has been left to scrolling bulletins on the in-house cable TV net. The four messages in 36 hours have typically contained info which is 12 hours out of date and are a stand-out for what they do not contain. They have been quick to infom guests that dinner would be a buffet at $70F per head but no info on safety checks, self-help resources, activity proram to settle the kids, return of services and what actions the resort was taking to start down the complex path of recovery. It is just amazing what has gone untouched and unobserved today. Expectations have not been shaped and there remains deafening silence.
The beach has dissapeared and so the only entertainment in the foreseeable days will be the pool. Yet, the pool is a week away from being pumped out and cleaned, there is no indication of the return of hot water and there is no indication of the making safe of the air conditioning units and the gas BBQs that remain upturned and tethered to the twisted gas pipes.
Nobody should expect too much under the circumstances but it is in extreme situations where things are really bad, that Management earns its money and the key is communications. Considering that this is managed by Hilton, the inactivity of management is a black mark against the Hilton Chain. Senior management in the USA needs to get themselves to Fiji asap and promote the catering manager and then grip up the recovery program.
- Official Description (provided by the hotel):
- What's your idea of the perfect escape? Perhaps it's spending precious time together as a family. Maybe you want to rediscover romance, in a setting that's simply breathtaking. Or perhaps you'd rather enjoy relaxing spa treatments and superb cuisine...For sheer romance, a glorious honeymoon, your best family break ever or a golfer's dream holiday, Hilton in Fiji makes the perfect setting. Welcome to your perfect escape. ... more less
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- Also Known As:
- Fiji Beach Resort And Spa Managed By Hilton
- Fiji Beach Resort & Spa Managed By Hilton Hotel Denarau Island
- Hilton Fiji Beach Resort
- Hilton Denarau Island
- Fiji Hilton
- Denarau Island Hilton
- Fiji Beach Resort & Spa Managed By Hilton Denarau Island