Originally Posted by DCF
If it wasn't Rui Reis that you dealt with I would suggest getting in touch with him to progress it.
The more fixable problem here is the ill-advised decision to accept huge incentive travel groups, because customer care for people who can't chivvy the staff in French just drops off, e.g. the room service story.
We had a problem with our stay last year, and I dealt with Rui. He went overboard trying to make it up to us.
Something he said, though, makes me wonder about the need for incentive travel groups. Some huge portion of their guests (~50%, I believe) are Japanese, and he indicated that they were coming to the Nui because it was the latest and greatest. With the new (St. Regis, etc) resorts opening, maybe the Nui's business has dropped off, and they're targetting these large groups to fill their rooms.