My biggest issues of the week:
We had the Slice of Heaven cruise booked since February for the 4 of us for Wednesday, July 13 and the girls booked on the Spotlight Teens/Tweens cruise for Thursday, July 14. On Monday, July 12 (approx. 4:00 p.m.) we go to the excursions desk to confirm what we need for the following morning. We casually mention that the girls are booked for the teen cruise on Thursday and we're told, "oh, that's no longer on Thursdays, it's now on Wednesdays". Oh that's nice, didn't feel the need to let your guests know when they check in that the schedule has changed?
So we tell them to cancel it. Their response "they can go on the cruise on Wednesday". Uh no! We just told you the four of us are on the other cruise on Wednesday. DUH! We ask for a credit back to the credit card. They say well we'll just apply the credit to your room. They resort prefers it that way. Okay fine. We left "S's" credit card for the room, but I've been paying for everything for me and DD with cash or my own credit card. Only she's using the room charging privilege, so they credit back the $90 and "S" gives me $45 cash. No big deal. And we go off to dinner.
That night we get back to our room (after 10 p.m.) and there's a message at 8:05 p.m. that they're sorry, but our cruise for the next morning has been cancelled. WTH? We were just there a few hours ago and they never mentioned anything. Now I'm angry. Very angry. It's the only thing I scheduled for me for the week and now it's not happening? Of course by that point the excursion desk is closed so we have to get up early the next day to head to the desk to find out what's going on.
I asked how they didn't know when we were there the prior afternoon that they didnt' have enough people. They said we did but it was a family of 16 who cancelled out at the last minute, so that left 4 of us on the cruise. Not enough people to go out. Now the resort's policy is no refunds within 24 hours, so you're telling me that family walked away from thousands of dollars, because the price was $209 per adult and $119 per child.
So we ask them to book the girls on the teen cruise for that day and credit the difference to our credit card. Nope, can't do that. Need to credit the full amount to the room or credit card and charge us again for the teen cruise.
Fine. We tell them we don't want a credit to the room for $656. We want it charged back to the credit card. Sure we can do that. How long? 3-4 days. Wait, I'm sorry that's 3-4 business days. Okay fine. What if that doesn't happen. Oh I assure you there won't be a problem. And "S" says, if there is I will be calling, to which she replies "I'm sure you will".
We then run to the pier and wait for the scuba place to open. As long as Thursday is now clear the girls can scuba. Give them my form and he says sorry, not good enough. WHAT? She'll need to be seen by one of our doctors. (Now I'm beginning to feel like a cash cow -- isn't this convenient?) Says only a special doctor can clear her, so I ask him to show me where it says that on the form. I would have had her seen by a pulmonologist before our vacation. He says just any doctor at home wouldn't be able to clear her, it would have to be a doctor who knows about scuba diving.
He says the resort nurse can set something up and the doctor will come that night after 6 p.m. (because the girls would be on the teen cruise in the afternoon) Cost: $20. Okay, fine, I'm annoyed but whatever, it's $20 and it's for my child's well-being. (Now tell me, what could some doctor that's never laid eyes on my child tell me about her breathing while seeing her at the resort? What test could be possibly give her in a resort room that her doctor couldn't? And was he going to bring some kind of machine with him to test her lung capacity? If so, was that going to be an extra charge? Needless to say I was beyond PO'd at this point). I say okay fine, we'll set it up. His next question: when do you fly home. Friday. Nope sorry, can't scuba within 24 hours of flying.
OMG at this point I thought my head would explode. Are you kidding me? I know nothing about scuba diving but I think this would be information that you would want to include on your website so first timers know. The girls are going for their first lesson IN A POOL. Are you telling me that they'll be that deep in a pool that it's bad for them to fly? Yes, I was angry and frustrated, by the excursions desk as well as the nonsense at the scuba desk. And he just sat there and said, well that's the rule.
That day within 1/2 an hour of the girls leaving on the teen snorkeling cruise a huge storm rolled in. The excursions desk and pier workers reassured us they would be fine but we were worried. It was pouring raining and thundering and lightening like crazy. Again that "no problem, no worries" attitude was really getting on my nerves. Needless to say, we worried over nothing. Captain would not let them snorkel so they danced to the DJ on board, then went to an island where a resort photog took their pictures, took turns in the net...said this was by far the most fun they had on vacation (while we worried ourselves silly).
And here's why I don't think I'd ever go back. We've been home 2 weeks now and still have not received a credit for the cruise the resort cancelled. We were assured 3-4 business days. I went on the website on the evening of 7/24 and called a number which turned out to be a
travel agency in PA who hung up on me twice. I then called the resort directly and was told that refunds have nothing to do with them, they can't process refunds.
I needed to call the 1-800-BEACHES number. I call and they tell me the office that deals with that is closed and only open Monday-Friday. So I ask "S" to call on Monday since I'll be in work. She calls, explains the situation and they tell her all requests for refunds must be issued in writing, by email and they will investigate.
I prepare an email and attach copies of my receipts for the two cruises, explain the entire story (much more concisely than I did here) and ask that we be issued a refund ASAP. I get an auto-generated reply saying if it's a matter that needs investigating they will get back to us within 4-5 business days. All other emails will be responded to within 48 hours. Well, it's been 2-1/2 weeks since our original request (at the resort) for a refund and nothing. Still out $656.00. If this is the way Beaches does business, I won't be doing business with them again.
While there were some great employees who were wonderful, too many of them felt dismissive, as if I were bothering them. I'm always willing to give a resort a chance, but I don't think I should have to go through this nonsense to get my money back.
Hope you all have a blast.
dinner on the beach with our girls. We had seen the setup in the lobby and "S" (the other mom I was traveling with), mentioned checking into it for the 4 of us. I thought it was just for couples but as she said, why? We asked and they were more than happy to accomodate us. We had a fantastic sunset dinner on the beach with our two girls. Our waiter met us at our room and escorted us to our table on the beach. There was champagne, wine and soda for the girls. Tiki torches and flowers. And the food (which we had to pre-choose) was phenomenal. It was only later in the week when we ate at Sapodillas that we realized it had been catered from there. It was $170 for the 2 adults and an additional $45 per girl. It was well worth it and the best money we spent by far. It was nice to sit down with them and have a relaxing conversation and great meal in such a phenomenal setting. The resort photographer came by and took some photos which were spectacular. I highly recommend this!
instead. 
(Yes, I know, it's the ocean and you're going to get wet and splashed). The next day they wanted to parasail so we sent DD's friend to find someone to set up parasailing with. She comes back down the beach with a man and next thing you know, a policeman comes over and says do not do business with this man, he's being removed from the resort property. 
Our room never had the smell and only one day was it a problem that we couldn't sit out on the balcony. I would have preferred to be in the other wing, closer to IV and FV. 
The evenings were beautiful and clear although still a little humid. 
