Our flight landed at 5:30am and we got to the hotel by 6:15. We checked in with the front desk, and the staff didn't want to deal with us. After moving to another area beside the front desk, the lady finally found our paperwork and got us checked in. She told us that she didn't know when we would be getting a room and that we should go get some breakfast. We began to wonder around the resort, not sure where to go. There was work being done on something attached to the pool. It looked like a lazy river, but I couldn't really tell. After 10 minutes of wondering around, we found the restaurant and no one would pay any attention to us. After about 5 minutes of no service we just sat down, and then someone finally walked over. We ordered 2 of the a la carte breakfasts, and sat and waited. When the food came out it was terrible. The orange juice wasn't orange juice, it tasted like flat orange soda.
We have had terrible stays at resorts in the past, check out the Rui Aruba, and this wasn't going to be another. We found a Wifi spot near the lobby, and began to call Orbitz, who we book through. My wife sat on hold for 30 minutes plus before getting disconnected. She called back and the same thing. I spent hours looking online looking through Orbitz, and this Radisson looked the best. They had our money and we didn't know what to do. We went back to the front desk, and told them we had to check out because we had a personal emergency. The lady told us that she could not refund anything, we had to call and deal with Orbitz. We grabbed our stuff and left. It was now light outside and on the way back to the airport, you got to see how much Fiji is a third world country. When we got back to the airport, we paid for an hour of internet access again. I was disconnected from Orbitz three more times before the hour ran out. We went over to Fiji airlines and changed our flight to the first flight out of there. They didn't charge us a dime to change our tickets.
After waiting 5 hours plus for the next flight to leave, we headed back to Sydney. When we got to our hotel, I called Orbitz again. Again getting disconnected several times before I got to an operator. I told her how bad everything was, and the trouble that we had trying to reach Orbitz. She told me to call back the following day so that they could speak with someone at the resort about getting our money back.
My wife called the next day and sat on the phone again for over an hour till she got through to Orbitz. The operator called the resort and the resort refused to give us any money back from our stay. We explained that we never received our room. The staff was rude, and the food was terrible. The Radisson employee said that wasn't a good enough reason and that they wouldn't refund our money. Orbitz said that if the Radisson wouldn't refund our money, Orbitz wasn't going to refund us anything either. After 15 minutes or so of going back and forth, my wife finally hung up the phone. We will never stay at another Radisson or use Orbitz again in this lifetime. We have never dealt with such terrible customer service all around. For the amount of money the room cost us, we probably wasted that with surcharges, internet access fees, and time wasted on our vacation.
We are fighting the charges through our American Express. We were ask why we didn't try to find another hotel. There is two big reasons. I spent hours looking online before I booked the Radisson and that seemed like the best we could find. Second reason is that we didn't feel safe going anywhere off the reason, and that isn't how I want to spend a vacation.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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I am not sure where to start with this reply - my team and I are just so disappointed that you and your wife missed the opportunity to explore and enjoy the wonders of Fiji. Yes, it's definitely a developing nation but I would hope that you would have researched your holiday destination prior to departure. Tourism in developing countries generally offers experiences not possible in first world countries. Regardless, we apologise that a poor a-la-carte breakfast was part of the process that lead to you abandoning your holiday plans in paradise.
Unfortunately we stand by the decision already made not to refund your per-paid accommodation. While refunding your breakfast would be a very fair request, refunding accommodation held in good faith at a very busy time, when you clearly walked out of our property without consulting one of the senior management team some six hours before your check-in time of 2pm, is not.
In fairness I think a large part of your frustration was generated trying to contact your on-line travel agent, which is clearly outside of my control. I sincerely hope that readers of your review will not be persuaded to miss a visit to this wonderful destination, believing like me that you could have given Fiji a little more opportunity to impress you.
Gerard Knight General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.