Our recent stay at Diamante started off with the type of excitement we'd rather not have or expect from a 5-star resort. At about 11:30 our first evening at the resort, we discovered an unwanted guest in our 1 bedroom, a mouse running around like it owned the suite. We tried everything to force the mouse out of the suite but it decided to disappear somewhere in the living room area. The last place we saw it was on the sofa in the living room. We are tired so we decided not to contact the front desk and hope the mouse would not be sleeping with us in the bedroom. So, we left all the lights on, closed the bedroom door thinking that we would be able to sleep. Well, that was wishful thinking. My longest stretch of uninterrupted sleep was about 40 minutes. I had an early tee time the next morning so before going to the course I stop at receptionist area and told the person that we didn't get any sleep because there was a mouse in our suite. He apologized and offered to change our rooms (we had 2 suites next to each other, the other for my daughter, her husband and my grandkids). I agreed and asked to speak with the General Manager. I was told that the GM was not on the property that day and wasn't expected back until Monday or Tuesday, but we will give him your message. Monday through Thursday I was asked by a staff member had anyone contacted me. I hadn't heard from anyone. Thursday afternoon I was told that the GM was in a meeting and that he would call me within the next hour and a half. So, I stayed and waited in the suite for 3 hours and still never heard a word, a call or anything. I wasted another 3 hours of our time waiting to speak with this so-called General Manager who supposedly existed. I tried to stay positive and confident that I would eventually be able to speak with this GM but it never happened. Friday morning, finally I had an opportunity to speak with another member of the management staff. After listening to his reasons and excuses for not being able to speak to the GM, he apologized for the mouse and the GM and told me that there would be no compensation for our inconveniences. First of all, I never asked for any type of compensation, even though we paid 2 maintenance fees for 7 nights and were able to enjoy only 6 nights. I must say that we were very happy with the rest of the staff (receptionist, bell staff, restaurant and beach staff) at Diamante, they do a great job. I'm sure Diamante uses a company to train their employees on Customer Service. The GM and his upper Management should also participate in this training because from my experience, they are lacking Customer Service skills. A small gesture of maybe giving us a credit for 1 night's maintenance fee, a dinner offer, or even a couple beverages would have helped resolve our issue. Instead, our issue was totally ignored and now we want to share our story with the rest of the world to know. That is not Customer Service!
Stan M. read more