6/10 Good
13 Aug 2023
The hotel is absolutely beautiful and perfectly located on a private beach within walking distance of many amenities. I was however very disappointed at the way Club Cascades’ front desk supervisor and Expedia handled my booking. While checking in Veronica, the front desk supervisor mentioned that we would have to move not even half way through our reservation. The possibility that we would have to be relocated to an entirely different property was also mentioned. I was shocked at how defensive and unaccommodating Veronica was. Customer service by Club Cascades’ front desk supervisor was not provided to me or my guests. Veronica explained this was not the first time this has happened… I have been a consistent Expedia user and never experienced an issue to this magnitude. This was especially distressing since it took place the day before my birthday. The next day a hotel staff member addressed one of my guests who was not involved in the hotel booking and told her we’d have to move and showed her another room. She told them she could not make that decision. This was done without notification or discussion with me. Club Cascades found another room for me and my guests on the property and I am grateful that it worked out. The majority of the hotel staff were professional, pleasant and very helpful. Needless to say the supervisor, Veronica was NOT. Expedia and the hotel need to remedy this issue immediately and not allow guests to book beyond Thursday as per Club Cascades regulat
Charisse
Charisse, 5-night trip with friends
Verified Expedia guest review
