Thank you for posting a review on your stay.
We must admit to being very surprised by the tone and content of your review as there was no indication during your stay that it was progressing so poorly. We are truly sorry that your time was us fell so short of your expectations and so far from our own standard of service delivery. Had we known of your extreme discomfort during your time with us, we would certainly have presented alternatives to make it better. We have reviewed your stay with us from the time the booking was made, to the end of the four days spent with us, to see how we could have improved.
Your booking was made directly with us via our website. On our site we have tried to be as accurate as possible when we are describing the rooms in the hopes that potential guests will have the information to make informed choices. Our standard ocean side room, which you booked, is described on the site as follows: All rooms offer lovely views of the pool and courtyard. Some rooms offer partial views of the ocean.
The description goes on to say: Standard Oceanside Rooms are located on the ocean side of the hotel. These rooms offer courtyard views with partial views of the ocean available only from the patio or balcony. We try to stress this on all booking sites as our promise is proximity and not views. There are a number of hotels along the Gap that offer much better views of the ocean but few offer such phenomenal access to such a beautiful beach.
On check in we do not record any issues or requests. In fact, the only issue that we have logged in reference to your room was when you called front desk on January 15th, 2017 at 4:06 p.m.to report that there was something in the room. I happened to be at front desk when you called and sensing your alarm I sent security to check. He reported that there was a small insect in the room, and housekeeping subsequently was sent up to spray the room. We are sorry if this was your first time being exposed to such. In the tropics, despite our best efforts (which include regular treatments), we do see them on occasion.
We have also checked with our team to see if they can recall any negative interactions with you in the restaurant, at check out or at any point during your stay and we are really quite concerned that we were not able to identify the instances of terrible service which you referenced. We certainly hope that there will be no recurrence of such a report from any guest and will continue to work hard to ensure it.
Our main pool was closed on January 15th, 2017 from 10:30 a.m. to 4:00 p.m. so that we could power wash the deck. A notice was sent to the rooms two days prior to allow our guests to plan accordingly. This is a part of our routine maintenance and is not a frequent occurrence but is necessary to keep the area clean. There was nothing wrong with the pool and the only reason we closed it was due to the noise of the machine being used. Our pool is open daily from 8:00 a.m. to 8:00 p.m. It was open on all the other days of your four day stay, however, we understand your disappointment with this loss of service and sincerely apologise.
Overall, we would love to have been able to provide a better experience for you. We hope that this will not deter you from returning to our beautiful island. If you do, we would welcome the opportunity to redeem ourselves and would be pleased to host you again at Infinity on the Beach.
