April 08, 2009
To Whom It May Concern,
I alongside four of my friends stayed in your resort from April 6-7, 2009. When we got to the seaport, we were immediateely asked to pay prior to our visit to the resort. We were informed that the two packages available are as follows:
Php 1,650 - accomodation, three meals, one banana boat ride, free use of volleyball and other stuff... we would however have to pay for the use of ATVs, kayak, raft, etc.
Php 2,200 - accomodation, three meals, unlimited use of banana boat, ATV (15 min intervals), towable rides, kayak, raft, etc...
Upon our arrival, we were quite happy with how the manager received us since he was friendly UNTIL the personnel in charge informed us that the watersports amenities (raft, kayaks, etc.) were not available because they do not work. What made this disappointing is the fact that we inquired in the seaport if all of these amenities are available and they said yes. The explanation given to us in the front desk is the personnel in charge of the watersports did not make any mention of broken gagdets, therefore they may have been saying it is working even if it is not. Another dismaying excuse is the fact that the use of rides are subject to availability. Given that a lot of people are on vacation because it is summer and holy week is approaching, we were amenable that we would fall in line when there are people waiting to use the rides. HOWEVER, the fact that they are claimed to be NOT WORKING means that the sales department SHOULD HAVE NOT INFORMED US THAT WE WOULD HAVE UNLIMITED USE OF THESE RIDES FOR THE Php 2,200 PACKAGE. HOW CAN WE USE SOMETHING THAT IS NOT WORKING? We thought it would be JUST FAIR for us to ask for a refund of Php 550 per person the following day because what was PROMISED in the Php 2,200 package were NOT AVAILABLE DURING OUR STAY but the front desk personnel said it is not possible for them to do it. And since the manager is out until 5 PM, we had nobody to address our concern to. I think this is really UNJUST because the customers did not get what they paid for. IT IS VERY DISAPPOINTING... The personnel claimed that the only thing they could do is to address this concern so that it would not happen in the future. To be honest, most businesses would give free souvenirs or freebies to compensate for their shortcomings. Management did not do any form of compensation. To make things worse, 2 hourse after the incident, when we got back to the seaport, we asked the personnel regarding the available packages and they still said the exact same thing DESPITE the complaint we gave.
Earlier in the resort, I asked for a customer satisfaction survey which the personnel said was not available. It is hardly believable but to address this concern, I wrote a handwritten complaint and they said I could also said an e-mail regarding this VERY DISMAL event. I do not know how long this complaint will go and if your management will do anything to resolve this issue (considering it still persists) but this is the least that I could do.
Truly,
Bien Landicho
sorry for the possible typos because i did not proof read the letter.
ALWAYS REMEMBER, GRANDE ISLAND SUCKS SO DON'T BOTHER WASTING YOUR MONEY THERE!!!!
so it is Php 11,000 down the drain for us in grande island but i enjoyed ocean adventure and the company of my great, great friends! FRIENDS FOR LIFE! =)
SIDE NOTE:
oh! and we also went to duty-free for pasalubong and to buy stuff that are not available in manila (e.g. craisins).. did you guys know the products sold there would expire within a month after purchase? i'm currently eating pringles spicy guacamole that would expire in may 2009.. hehe..
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