Originally Posted by
scented
Congratulations, first of all!
Honestly I think they've dropped the ball. There is no excuse, other than their operation is fundamentally not in order. Even you brought this up, they should have really made amends and taken off more than just an experience, especially after so many lapses. I used to say that Pulo certainly is one of the most well connected Amans within the team, it literally is a village and everybody knows everything. This does not seem to be case anymore. Even security back then was incredible in radioing that guests left casita in order for HSK to refresh the room.
That resort manager seems useless! Hopefully not the new GM discussed here?
Quite funny everyone jumping ship from Aman to Six Senses, in his case other way round. Though I certainly heard good things about incoming GM.
Congratulations on your engagement.
Agree with Scented. I am somewhat shocked & disappointed to hear about your experience with Amanpulo. I was at the property in 2022 as a return trip in shoulder season after having visited for holiday in 2019-2020, and had one of the best Aman stays ever. The prior GM, Audaline was very concerned with our experience, and the team felt intuitive, inventive, present and personable. We may have experienced some of the usual, understandable slip ups, i.e. a long wait for room service or something, sure, but nothing like what you've described. I wonder if this is a transitory issue due to the new management change. There were a few nights Audline had gone away to Manilla, and service was not compromised, so I'm not sure what happened here, as the team is very talented and many living on property for a very long time.
As an advisor, when it comes to resort properties, especially islands, where the GM operates as somewhat of a mayor, it's important for me to know if the GM will be present or available for communication at a given notice. Nonetheless, this sounds inexcusable as you communicated you were coming and celebrating a very important personal event. Not to mention, it's shoulder season.... They should've been able to handle your stay stay with grace & ease.
There is a lot of conversation around changes to Amanpulo in an effort to re-energize the property, which I welcome, but lets just hope they don't forget to factor service/experience into the equation.