Disappointing Experience Despite Years of Loyalty
This was our sixth stay at the resort, and sadly, it turned out to be the most disappointing one yet.
Due to a storm, our flight was canceled and we weren’t able to arrive in Florida until the following day. We contacted the resort immediately to inform them of the delay and called again the next day to reschedule our check-in. To our surprise, we were told that our reservation had been canceled due to a no-show—even though we provided proof of our canceled flight. Despite our loyalty and the circumstances being completely out of our control, the new management still charged us for the first night with no flexibility or empathy.
Expedia did their best to advocate on our behalf, but unfortunately, the resort staff remained inflexible and unaccommodating. So we had to rebook the stay through Expedia.
We’ve been staying here since the days when it was still Liki Tiki, and it’s clear that the recent management change has negatively impacted the level of service. Our room was not fully stocked upon arrival, and housekeeping came while we were still in the room, so we missed that service entirely.
On a brighter note, the bar staff were outstanding—friendly, attentive, and the one highlight of our trip.
As long-time returning guests, we expected a little more understanding and hospitality. Sadly, this experience has made us question whether we’ll be returning in the future.
