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Quality of Service: 2.0
This is specifically a review of my hotel room block at Aqua Blue. I used their ballroom for my wedding, but all of that was coordinated through Amalfi Catering. The room block at Aqua Blue was a mess. Setting everything up with Catherine Gray, the assistant manager, was easy, but then when guests started trying to book rooms, it was a mess. Guests were told there were no more rooms available when there were plenty, or they would say that there were not any suites in my block when I had definitely booked all of them. It seemed like the people behind the desk had no training or any idea what they were doing. Every time there was a problem I would talk to Catherine Gray and she would resolve it. So for the record, Catherine did a great job making sure everything was figured out correctly in my room block. She even told me to tell my guests to ask for her directly when booking a room. But I feel like the front desk agents should be able to do such simple tasks as booking a room in a hotel block and not everything should have to go to the manager to be figured out.
Aqua Blue Hotel responded with the following comments:
Thank you for taking the time to review and kind words towards my personal customer service. I do want to let you know that each Front Desk staff has now gone through a one on one training with myself on how to handle reservations from Room Blocks. We truly hope you come and stay with us again soon!
Quality of Service: 0.5
I wish I could have given less than 1 star. We signed a room block agreement a year before the wedding. Six weeks before the wedding I discovered that 8 rooms had been inadvertently cancelled by the hotel. Initially, they told me my guests cancelled them but eventually we discovered that they were all cancelled on the same day at the same time. I spent a significant amount of time at the hotel trying to get the rooms rebooked and ensuring people who needed 2 beds had appropriate rooms. When the rooms were first rebooked they were booked at higher rates and the guests had to call and ask that the original rates be honored. Because the rooms were rebooked after our block had been closed, they were not officially considered part of our block and sis not receive the gift bags we prepared for them. On top of all that, the stories from our guests about how bad the hotel was were somewhat comical, including a broken toilet that the staff showed her how to fill the tank with water so it would flush, musty smells, trash in the room when they arrived, etc. The only thing this hotel has going for it is location.
What is the minimum number of guests required to book your venue?
How many event spaces or rooms does your venue offer?
Describe your venue:
Ballroom, Beach, Hotel
Describe the style of your venue
Coastal, Modern, Classic
What kind of settings are available?
Indoor, Uncovered Outdoor
Which of the following wedding events does your venue service?
Bridal Shower, Ceremony, Engagement Party, Reception
What is the maximum capacity of your venue?
What event services do you offer?
Accommodations, Bridal Suite, Clean Up, Event Rentals, Liability Insurance, Set Up
What event items are available?
Audio Equipment, Chairs, Dance Floor, Furniture, Tables
What transportation and access is available?
Parking, Wheelchair Access