Aegon Mykonos Responds To My TripAdvisor Evaluation

Learn the total saga:

The Aegon Mykonos simply retains digging itself a deeper gap. If it digs any deeper, perhaps it may possibly simply bury these energy traces that it photoshops out of images?

My Aegon Mykonos TripAdvisor assessment

Yesterday I made a decision to jot down a TripAdvisor assessment about my four-hour keep on the Aegon Mykonos. Right here’s what I wrote, for context, which I feel is pretty measured (given the ridiculousness of this all):

The place do I start? To begin with, the lodge isn’t fairly what it appears like in photos. The facility traces above the pool are photoshopped out on the lodge’s web site, there’s no seashore membership (as a substitute the lodge appears to make use of photos of the close by Lohan Seashore Membership), the “seashore entrance entry” suites don’t have seashore entrance entry, and the lodge faces a mud highway with 5 dumpsters, and there was a common sewage scent all through the outside of the property.

Sadly the bodily facets of the property are nonetheless higher than the service from senior administration right here. The GM Pavlos was unhelpful, to be well mannered — the lodge refused to honor the suite that was confirmed for me, and saved blaming Marriott for the issue. And he was the extra skilled of the 2 staff I interacted with — one other unhinged lodge worker (who could have been one of many homeowners) confronted me about writing unfavourable issues in regards to the lodge on-line, suggesting I had unhealthy power.

I ended up testing the identical day I checked in, as a result of I felt so unwelcome. For what it’s price, I heard that different employees on the lodge are properly intentioned however not very polished. Sadly I didn’t have an opportunity to work together with them.

And listed here are the photographs I included:

What the lodge’s pool actually appears like
A greater sense of the placement & view
A seashore membership, however not the lodge’s

Let me make clear upfront that that is the one assessment I wrote on TripAdvisor. Some folks have written different TripAdvisor evaluations pointing to my story, whereas others have tried to impersonate me and Ford, however these aren’t us (and we actually don’t condone what they are saying, particularly the put up written with Ford’s identify that makes some incorrect allegations).

The Aegon Mykonos’ response to my keep

I figured sooner or later the lodge would attempt to deescalate the scenario, however nope, that doesn’t appear to be within the playing cards. The lodge responded to my TripAdvisor assessment, and it’s filled with outright lies.

Right here’s the lodge’s response:

Thanks for taking the time to supply us along with your suggestions.

It’s regrettable that we had been unable to accommodate your request upon arrival.

The day previous to your arrival throughout your on-line communication with our visitor expertise group, they talked about to you that on your first reservation there was no availability for the particular suite and we might both improve you to an Aqua Suite Revive or to a Horizon room Revive with a sea view and on your second reservation we did verify the improve to the Infinity Suite Revive. These are 2 totally different improve choices each of which you refused. We additionally proposed to return your SNA, embrace breakfast which was not in your reservation and provide you with factors. Your associate’s reply to our options was that they had been “ridiculous” and used sarcasm to verbally abuse our associates.

Upon your check-in we confirmed you all of the out there rooms, nevertheless you selected to not settle for any choice we proposed and after we requested what we might do to make your keep higher, your reply was that in case we don’t grant your first reservation as complimentary in addition to give you extra factors as compensation, you’ll write a nasty assessment.

Concerning the powerlines, we’ve to level out that Mykonos has a quick tempo building growth that’s the reason you may even see these variations – we’re working with the municipality for his or her subterranean deployment. So far as the lodge seashore membership is anxious, will probably be opening in a few weeks as all seashore utilization permits had been delayed because of COVID restrictions. We’d additionally wish to make clear we don’t use others seashore golf equipment photos as our personal and that this remark of yours is fake and has no foundation.

The talked about trash bins and the filth highway are a part of a public space and are positioned on the facet of the highway as positioned by the municipality method earlier than the lodge was constructed. The lodge visitors don’t have any direct view of these which you might additionally understand should you had used our pool, restaurant and lounge space which you didn’t, because you, sadly, by no means really stayed with us.

We stay at your disposal.

Earlier than I tackle these factors one-by-one, let me notice that administration at this lodge isn’t simply incompetent, however they’re outright liars. Not simply, like, barely stretching the reality, however shamelessly dishonest. For instance, I identified to the GM that maybe the lodge was having some points with stock administration primarily based on the property promoting numerous suites in a portion of the lodge that isn’t even open (suggesting that maybe this was a part of the issue, somewhat than simply “Marriott”).

I identified the Aegon Suite was on the market the evening earlier than, and he vehemently denied it and stated that was not possible. Guess what the lodge is as soon as once more promoting for tonight? The Aegon Suite, in a wing that isn’t even open, and received’t be open for months. I believed it was not possible for that to occur, no?

I’ve had a number of individuals who work in operations at Marriott properties attain out to me concerning this, and throughout the board they’ve stated that the income administration of a lodge (or their regional income administration) management stock, and that after a collection evening award is confirmed, it’s confirmed. They’ve all claimed that this seemingly wasn’t Marriott’s fault. In fact I’m additionally reaching out to Marriott company to make clear.

Responding to the Aegon Mykonos’ factors

TripAdvisor lets resorts reply to visitors, however doesn’t let visitors reply again to resorts (which is truthful sufficient), so I’ll take the chance to do this right here. Let’s undergo the lodge’s response line-by-line.

The day previous to your arrival throughout your on-line communication with our visitor expertise group, they talked about to you that on your first reservation there was no availability for the particular suite and we might both improve you to an Aqua Suite Revive or to a Horizon room Revive with a sea view and on your second reservation we did verify the improve to the Infinity Suite Revive. These are 2 totally different improve choices each of which you refused.

The primary half we will roughly agree on. Effectively, aside from the truth that I wasn’t provided my choose of two upgrades, I used to be provided my choose of two downgrades in comparison with my confirmed reservation.

We additionally proposed to return your SNA, embrace breakfast which was not in your reservation and provide you with factors.

Yeah, not fairly:

  • In fact I’d get my suite evening awards again if I didn’t get what I had confirmed
  • I’m sure that breakfast was by no means mentioned
  • I may very well be unsuitable, however it’s my understanding that charges right here embrace breakfast (Marriott’s web site is unclear in some circumstances, however on-line journey businesses present breakfast included with all charges); even when it weren’t included, as an elite member I might choose breakfast as my elite welcome reward, in order that’s not a lot of a suggestion as properly
  • I used to be provided 750 factors for every of the primary two nights (which I worth at ~$5 per evening), which merely isn’t an inexpensive provide, particularly when there wasn’t even an actual apology or acknowledgement of this being an issue to associate with it

Your associate’s reply to our options was that they had been “ridiculous” and used sarcasm to verbally abuse our associates.

That’s partially right. When their greatest and ultimate provide was 750 Bonvoy factors, no apology, and blaming Marriott, Ford did say the provide was “ridiculous.” They’re actually greedy at straws if that’s what they’re attempting to level out.

On the finish of our interplay we defined that we had been very unhappy, and the GM responded “we try for buyer satisfaction.” At that time Ford did name him incompetent, as a result of, properly… he was. Utilizing “sarcasm to verbally abuse our associates?” Yeah, no.

Upon your check-in we confirmed you all of the out there rooms, nevertheless you selected to not settle for any choice we proposed and after we requested what we might do to make your keep higher, your reply was that in case we don’t grant your first reservation as complimentary in addition to give you extra factors as compensation, you’ll write a nasty assessment.

No, no, no, no. This lodge is straight up mendacity, it’s unbelievable:

  • Absolutely the most I might have ever anticipated the lodge to do can be to refund the factors for the primary two nights, I by no means in any method steered the primary reservation must be “complimentary” and that I ought to get factors as compensation on prime of that, that’s ridiculous; and on the finish of the day my file displays that, as I haven’t requested any compensation from any Marriott property in a really very long time
  • Or perhaps that is the GM once more speaking about how factors stays are “complimentary” to him?
  • I by no means have and by no means will inform a lodge that I might write a nasty assessment in the event that they don’t do what I would like, and it’s simply not in my nature; I swear on my life I by no means stated that

The lodge suggesting that I wished all my factors again and extra compensation on prime of that, all whereas suggesting that I blackmailed the employees with a unfavourable assessment, has no foundation in actuality. Within the posts previous to arriving on the lodge I didn’t even point out the lodge by identify in order that I wouldn’t get on their radar, and clearly all through my preliminary interplay that they had no clue I used to be a blogger (which is my aim once I journey). Clearly the lodge is greedy at straws to defend itself right here. The employees solely caught on after I checked in, which was the purpose at which the individual we imagine to be the proprietor aggressively approached us.

Concerning the powerlines, we’ve to level out that Mykonos has a quick tempo building growth that’s the reason you may even see these variations – we’re working with the municipality for his or her subterranean deployment.

To be clear, this portion of the lodge is model new, and opened for the primary time two weeks in the past. However the lodge is claiming that these energy traces immediately appeared as a result of “quick tempo building growth” in Mykonos?

A reader identified that the ability traces have been there since at the very least 2011. Critically, how rather more shameless might a lodge be with blatantly mendacity? Does administration on the lodge actually suppose “okay, we’re in a nasty scenario, perhaps if we lie in regards to the energy traces we’ll make all of it higher?”

I maintain pondering “properly, they’ll’t probably be this dumb,” however sadly it appears they’re. For instance, somebody on the lodge left a unfavourable touch upon my weblog telling me to get a life whereas I used to be on property with out utilizing a VPN. As I’ve investigated this extra, I’ve motive to imagine that the individual even left the feedback with their actual initials.

So far as the lodge seashore membership is anxious, will probably be opening in a few weeks as all seashore utilization permits had been delayed because of COVID restrictions. We’d additionally wish to make clear we don’t use others seashore golf equipment photos as our personal and that this remark of yours is fake and has no foundation.

So I’m positive folks can admire my confusion right here, and maybe that is an space the place I used to be considerably unsuitable. Take a look at the image on Marriott’s web site of the lodge’s alleged seashore membership, which is described as “a cosmopolitan seashore expertise providing a variety of bespoke VIP providers.” In the meantime beneath is what the seashore really appears like.

A reasonably good seashore, however there’s no membership

I suppose a seashore membership could also be coming sooner or later, although I’m curious in regards to the two week timeline, and that doesn’t appear to be nice managing of expectations.

The talked about trash bins and the filth highway are a part of a public space and are positioned on the facet of the highway as positioned by the municipality method earlier than the lodge was constructed. The lodge visitors don’t have any direct view of these which you might additionally understand should you had used our pool, restaurant and lounge space which you didn’t, because you, sadly, by no means really stayed with us.

I’ll give it to the lodge for the properly performed sass on this half at the very least. For that matter, this stage of smugness is precisely what I might count on from the administration right here.

What’s lacking from the lodge’s response

Aside from the reality, there are a few issues lacking from the lodge’s response.

To begin with, I like how the lodge addresses most of my factors, besides the unhinged proprietor (or whoever she is) who lashed out at us in entrance of the lodge. Minor element to miss, no?

Equally fascinating, and sadly under no circumstances stunning, is that there’s not a single “sorry,” or “we understand you had a nasty expertise,” or “this can be a studying second for us.” It’s nothing however mendacity and blame shifting, which precisely matches my expertise on-property.

The lodge acknowledges that it’s “regrettable” that they weren’t in a position to accommodate my “request” (which wasn’t a request, however a assure). The lodge additionally states that they continue to be at my “disposal,” apart from to, you understand, really resolve points.

How about simply saying sorry? Sorry for the preliminary mistake (no matter whether or not it’s the fault of Marriott, the lodge, or an outright lie on the lodge’s half, which I’m more and more beginning to suppose is the case), and sorry for the abysmal response?

Nope, as a substitute the lodge is simply doubling down and justifying all the pieces. And I suppose that’s not stunning when you think about that the proprietor’s response (or whoever she was) to discovering out I used to be writing unfavourable issues on-line in regards to the lodge was to confront me, inform me I’ve unhealthy power, and inform me I used to be doing unlawful issues.

This lodge thinks it may possibly bully visitors into submission, and I’m right here to say that’s not going to occur. I need to be clear — I don’t need something tangible from Marriott or the lodge. I simply need to know what’s going to vary in order that different folks don’t must take care of.

I actually really feel like I’m on the “Amy’s Baking Firm” episode of “Kitchen Nightmares” (like, I’m having flashbacks 15 seconds into this video).

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I do know some folks have stated “properly what do you count on in Greece?” Greece will get a nasty rep for service, however I don’t discover that to persistently be the case. I’ve had a few of my greatest service ever in Greece, and a few of my worst service ever in Greece. The lodge we stayed at earlier than and after the Aegon Mykonos had been each distinctive, and provided flawless service.

Backside line

The Aegon Mykonos is constant to double down, and at this level is simply making stuff up. Apparently I wished all the keep comped and factors on prime of that or else I threatened blackmail with a nasty assessment, apparently the ability traces have appeared prior to now few weeks (regardless that Google Photographs exhibits them way back to 2011), and apparently Ford “verbally assaulted” employees by calling their provide “ridiculous” when their greatest provide was 750 factors in compensation.

But the lodge continues to take zero accountability. Oh, and you understand what the kicker is? FlyerTalk, the lodge did one thing similar to another person over the identical dates, and naturally additionally blamed Marriott. I sit up for listening to about her keep, as a result of she claims she has been “scooped” by me and is “warming up [her] typing fingers.” VickiSoCal, we’re prepared to listen to your story!

I perceive it’s the overall supervisor’s first job as a common supervisor, however maybe he wants a bit extra coaching, and/or ought to work at a lodge that doesn’t have something to do with a loyalty program, or maybe work able the place he doesn’t have to supply customer support?

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