Terrible customer service - check your credit card statements!
Jun 3, 2025 NinaVal88 Sunnyvale, California
I feel like I was forced to write this negative review which sucks because we truly had a great time while at the resort. The suites were wonderful and very spacious, everything was super clean, the atrium was on-theme and we enjoyed the bar & live music. One issue with the main bar though - one bartender was definitely better than the other who… Read more
I feel like I was forced to write this negative review which sucks because we truly had a great time while at the resort. The suites were wonderful and very spacious, everything was super clean, the atrium was on-theme and we enjoyed the bar & live music. One issue with the main bar though - one bartender was definitely better than the other who looked like he was still learning and did not make very good drinks. Still minor though. The BIG issue was the shady overcharges and lack of customer service which really ruined the overall experience. As other reviews have mentioned, definitely check your credit card statements since they likely over charged you. I suspect they do this quite often and count on people not noticing. I booked 2 rooms and upon booking, was charged over $200 per room for the deposit. When we checked in, I was charged the full amount AGAIN plus extra for the incidentals and when I noticed that on my credit card app, I went down to the lobby to show the overcharge to the ladies working at the front desk and was told it was just the incidental deposit and it would be refunded a few days after check-out. Upon check-out, that was never taken out. So I was charged the FULL amount again + the $206 initial deposit which should have been taken out. Then issue #2 was that we booked with $50 daily food & beverage credit which was never taken out of the bill either and we were charged for the Come Monday breakfast buffet. So overall I was overcharged by over $500 - not a small amount! Then all the back & forth started - my first email was sent to reservations@ on May 19th and never heard back. On May 21st, I called the main phone number and the lady that answered (really regret not catching her name) basically told me, yes she'd seen my email but had a lot more urgent things on her list before she was planning to get back to me. GREAT customer service...so she tried to loop me around and forwarded me to the finance department and the phone rang & rang and nobody answered. Then I called the main number again and the same lady agreed to send an email to the finance person whose name is Apple - and of course never heard back from Apple. Then FINALLY heard back on May 22 from someone named Kimberly who acknowledged the issue with the overcharge of over $200 per room so they refunded it but was told they're still looking into the food & beverage credit issue. Then...crickets again until I followed up on May 30th and FINALLY on May 31st the remaining money from the food & beverage credit was refunded to my credit card. So the good news is, I did get all the overcharges resolved after 2 weeks of effort. But the amount of time, back & forth, and lack of customer service was ridiculous and it's a shame since I'd love to stay at the resort again but don't want to deal with this nightmare again. And of course, no compensation was offered for the hassle. I'd recommend making sure you get a paper copy of your final bill, comparing it to your credit card charges, and resolving while you are still at the resort. Read less
