Jess R
We're currently at this resort enjoying my brother's surprise engagement party. Let me start by saying that this event took many hours of planning and organizing. We had previously visited Worldmark, Windsor and fell in love with the location and the kind staff. It felt like the perfect place to spend quality time with loved ones and so my brother picked this resort as the prime location for his engagement celebration. ||We reserved three units (check in for the 1st unit was on 10/3 and check in for the 2nd and 3rd unit were on 10/4).||We arrived on 10/4 at 1235 am, despite checking in late, the front desk representative was efficient and offered us water upon arrival, I guess she could see we were exhausted, her attentiveness was much appreciated as we had just arrived from a long drive.||That morning I checked in early for the 2nd room but was told the third room probably would not be ready until 4 pm (which was completely fine). As long as we had one unit to decorate for the surprise engagement we were fine. ||It took all morning to decorate and coordinate this event. ||At 3:45 pm I made my way to the front desk check in and pick up the keys for the remaining 3rd unit; this is where the staff fell short.||I was told that I could not check in even though I'm a guest staying in the unit, I proceeded to explain that my mother, one of the timeshare owners was already on premises (we had checked in that morning) and that as long as one owner is on site, they can check in for the additional unit. I am also on the account as a permission addendum. I have also traveled as far as Worldmark, Fiji and never had this happen. If a guest arrives before either of the owners there has never been an issue letting them check in to access the room. I started explaining the urgency of why I needed to check in and how this has never happened before but the person showed no interest in helping sort out the situation, she just kept saying "this is security policy."||I proceeded to call both my parents who happened to be on the property, the phone call was not sufficient and the person asked my dad to present in person to check in! Luckily my dad showed up within 10 minutes but had he not been there, this would have turned out to be a nightmare. This was literally 30 minutes before my brother and his fiance arrived to the resort for their surprise engagement party. ||Then to top it all off I had to go to concierge for the third time to get the rest of the keys. I literally had to repeat multiple times, "this is a check in for an additional room." ||As soon as we got they keys my father and I rushed back to the unit to add the final touches for the party, we were determined to not let anyone ruin this special moment. However, I did feel compelled to share tips on what could have gone better. || 1- Demonstrate some empathy for your guests, most of us are here to relax and spend quality time with loved ones. |2-If you don't know the policy ask a supervisor or ask for additional training. 3-For reference from the Worldmark Website: "What if my guest is checking in? If the reservation is for a guest, or if you are travelling with a guest who may arrive before you, add their name to the reservation to allow them to check in without you" ||Not once did the front desk person say, "Would it be okay to have your guest check in to the unit?"....Which is what most other Worldmark resorts do!||Still opted to rate 4/5, as I don't want this experience to overshadow all of our previous experiences we've had here. With the exception of this one staff, everything else turned out on point, thanks to the rest of the staff who genuinely helped make this event a memorable one.
