I felt it was necessary to post, for those who had read the previous thread regarding our stay at LaPlaya.

I finally got around to sending my letter off the Noble House with a CC to their new general manager, this afternoon. It was very lengthy, with all the details and concerns outlined, and within an hour the GM had called me and left a message on my answering machine. Left me all his numbers to reach him at. Within another hour he had called again. Very, very prompt response.

He agreed with us on the individual points, but more importantly, felt the way we had hoped, and that is that this is NOT the type or level of service they expect their guests to accept. He was horrified that we had no resolution to our issues while we were there, and is making every effort to correct them. His concern over his staffs' lack of concern was evident and genuine.

I truly felt that he understood our issues and some of them have already been addressed, like the refurbishing starting at 9am, a much more civilized hour.

So, in conclusion, every effort is being made to correct the issues we had, and that is satisfactory to us.

Thank you for posting the follow up. It's always nice to hear when customer complaints are appropriately addressed.

Just curious, did he offer you any compensation, such as a credit on your stay, or a complimentary return?

Madge,
He did actually offer a form of compensation, although this was not the intent, it certainly was a very appreciated gesture. He would like the opportunity to show us how Noble House "should be". Paperwork to come.

Sherry thanks for the info. I am glad that they cared enough to respond. Did he say if they are still renovating? Just curious. I hope he sends you a nice package.

That's great Sherry. Thanks so much for posting the resolution. I know this has been eating at you and you must feel some sense of relief to have been heard or even just sympathized with, with or without compensation! Hopefully you made a difference, too.

I really appreciate your posting the outcome, satisfying our curiosity, but also, casting their management in a better light certainly, than we were previously seeing them.

My husband has tried to hammer home to front desk that they often can make or break a guest stay, and those at LaPlaya certainly did for you, IMHO. Just a modicum of caring over your situation, acknowledgement of the aggravation of the on-going work, a little give and take at check in or out with pleasant explanations if your requests were in fact impossible to fill, a smile and a pleasant attitude, could have made been the difference between a decent stay with some annoyances, and a perfectly terrible one from start to finish, necessitating an escalated complaint.

Glad it's done, and hopefully, case closed.

Glad that it all worked out for you.

Although you say it was not your intent to get compensation, it did sound like you had been inconvenienced and ignored, so it would seem that you were certainly entitled to some small token of appreciation. Hopefully you will enjoy your next trip.