Originally Posted by
avphung
Hi. Some advice would be greatly appreciated. I just found out on my own that WA Ithaafushi will be closed during the time I am booked to stay. My bookings (points and FNC) have been confirmed for almost a year, and from what I gather, they have known about this closure for months. I called the hotel today to confirm and they offered to allow me to cancel for free. The front desk told me to email them if I want additional options. I am trying remain calm but this feels like the hotel is not taking any accountability.for their decisions.
All flights are booked and non-refundable.
At this point, what are my options? Thanks in advance.
That is pretty on brand with my experience with resort's management pre-arrival. I had a pretty frustrating experience with the entire process and needed to get Hilton corporate to intervene.. I never once had an acknowledgment or an attempt for service recovery once on site or pre-arrival (the working staff was superb).
On the resort property I witnessed senior management routinely dining at the customer facing side of the restaurants and ordering everything off the menu.
I saw plenty of management throughout my stay but never witnessed them greeting guests. Although, I did see the GM driving his Ferrari around the resort, there is an Instagram about him bragging about it. Perhaps others had a different experience, just sharing my perspective.
In the end an email to Chris Nassetta received the attention of the Corporate team, who helped correct the issues I had, which is what I recommend you do.