4/10 - Razoável
22 de mar. de 2026
Poor Service for Reception Manager TYLER– voco Sandpiper All-Inclusive Resort (IHG)
My experience at voco Sandpiper All-Inclusive Resort was significantly impacted by a serious service failure at the reception level.
At the time of check-in, I was explicitly approved by an assistant manager - Mckenzie- after Olivia completed the checkin process after 45min waiting time- that parking fees would be complimentary and therefore were not presented, signed, or authorized by me at any point. This was a clear agreement and formed part of my decision to proceed with the stay.
Despite this, Reception Manager Kyle later at the checking out process, attempted to enforce parking charges that were never disclosed, acknowledged, or approved at check-in. More concerning was the lack of accountability and unwillingness to honor the commitment made by his own team. This reflects a breakdown in internal communication and a disregard for basic customer service standards. He didnt even try to deescalate the situation or checking the cameras for reassurance that his customers were RIGHT.
Charging guests for services that were previously confirmed as complimentary—and without documented consent is unacceptable. It undermines trust and raises concerns about transparency in billing practices. As a Director of Customer Service for more than 10 years, I strongly urge management to review this incident, ensure proper staff alignment, and honor all commitments made to guests at check-in.
Yanelys
Yanelys, viagem em família de 2 diárias
Avaliação de hóspede verificada da Expedia
