It is a little long but please read my review before you book a villa,
If you get to this hotel and you they give you a Villa with problems your vacation is going to be ruined! noone in the VIP Villa customer service is going to help you.
I called the VIP customer service on Friday May 3, 2013 to complaint that the construction next door started at 7AM. I was reassured the day before when I check in with Ana that they won’t start until at least 9:30 AM. I was miserable there because not only I got awake by all the noise next door but I hardly slept the night before due to the AC in my room not working and polyester sheet that gave me a rash.I also found many maintenance problem so I want to change the Villa.
When I told Rosie from VIP customer service at 9AM that I need another villa due to be awake by the construction next door at 7AM and that the villa had a lot of maintenance issued, Rosie informed me right away without checking that there were no villa available. I told her to check since I was very uncomfortable there. Ms. Rosie repeated that there was nothing available. I told her how that it was possible since that day people was going to check out and they could give me another villa later on. Ms. Rosie told me that it wasn't possible to give me another villa from people who checked out either! At that point I was frustrated since I didn’t have any sleep the night before and Ms. Rosie not being helpful. We started an argument about it and Ms. Rosie started SCREAMING AT ME and became really nasty. She also told me that I was a liar (btw you never call a client a liar in the service business) since she checked with the construction supervisor and he told her that they didn't start until 9AM. I told her that I didn't need to lie about that. I told her to put to her supervisor and she told me she was the supervisor. I told her that I had stayed in many hotels around the world and noone had been so nasty and unhelpful like her. I also told her that I was going to send an email to the general manager about her attitude toward me. I informed her that I write review in the internet for hotels and that I was going to write about how Lifestyle Vacation Club have bad customer service and about all the problems with the villa. At that point Ms. Rosie changed her attitude with me and out nowhere a 3 bedrooms villa became available!!! I went to check the villa but it was too small since I had 3 more guests. The swimming pool was too small too. They sent Calvin from customer service to help me with all the issued in the villa and he was very helpful and made a list of all the problems. Water pressure, A/C that didn't work, old polyester sheets that gave me a rash (I’m allergic to polyester), dirty swimming pool and for the construction people to start at least at 9AM. The problems with the villa were taken care but the construction started everyday at 7AM the 3 mornings I was there even on Sunday!!
Another problem with bad customer service I encountered was at serenity beach. When I was leaving the premises to go out to eat an employee ask me if I was coming back and I told him that I was back within one hour. The head of security Mr. Frederick Paulino (I think that was his name) told me in a rude manner that if I didn’t come back in 45 minutes he was going to take my stuff away from the ‘bed’. I told him that I needed an hour only and he proceeded to scream at me to be back in one hour right in front of everyone!! What????? I just stayed quiet and left almost in tears.
In a positive note, the waiters, the people at the bar and Joel Genao from security at Serenity Beach are the best staff in the whole resort. Those guys went out the way with my guests and I to make us feel comfortable and relax. They are the best!!! I hope they keep their excellent work. BTW customer service at the Presidential Suite are way nicer and helpful. I stayed at a presidential Suite last November and they went out they way to make my vacation comfortable and enjoyable.
- Official Description (provided by the hotel):
- The Presidential Suites by Lifestyle are the newest luxury accommodations to be added to the Lifestyle Holidays Vacation Resort, setting a standard of lavish comfort with 60 scrumptiously appointed two-bedroom suites, filled with dramatic furniture and stainless steel appliances.All suites are dramatically decorated with dark, rich wood, and stainless steel accoutrements and appliances. The smallest details have been carefully crafted to provide guests with every comfort and luxury available, making the Presidential Suites by Lifestyle a one of the most relaxing, enjoyable and satisfying experiences ever.Providing both service and features that are beyond compare, the Presidential Suites offer a unique luxury accommodations experience. As a Lifestyle property, the Presidential Suites provide the easy, relaxed ambience of the Caribbean in an opulent and elegant setting,The Presidential Suites offer a matchless vacation experience for the most discriminating traveler. All suites have air conditioning, cable television, phones, and ceiling fans, while the décor has a distinctive modern design, featuring cherry wood furnishing and stainless steel. Shaded patios and verandas provide a relaxing place to gather.On Property amenities include: a large centralized pool with waterfall; Jazz, a French Fusion Restaurant; Bourbon Street bar; three tennis courts; and a full-press lighted basketball court. ... more less
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- Also Known As:
- Lifestyle Holidays Vacation Club Crown Villas Hotel Puerto Plata
- Lifestyle Crown Residence Hotel
- Hotel Lifestyle Crown Residence