This was our 3rd trip to Hedo over the past 4 years. We took one year off to try Desire. We love Hedo for all the same reasons everyone else does. Unfortunately, this last trip, (we returned yesterday) was not a positive one which risks our faithful return until we can confirm things have changed.
The positive of this trip; new outdoor courtyard, updated piano bar and especially the play rooms area. Wow. The play room is by far the nicest play room we have enjoyed in any club or resort. Outdoor and indoor options, play swing, chains, beds, private rooms, etc. We really enjoyed it. Outdoor courtyard area was awesome for concerts, foam party and meet & greets.
The negative; No AC, they eliminated some of the premium room perks, grumpy staff. The AC issue for us was especially bad as not only did we suffer in terrible heat, but 10 days before we called to ask about the ac as we had encountered a hit & miss ac issue on a trip 2 years ago. We were told our unit had a new ac unit installed. We arrived and not only did it not have a new unit but the existing one did not work, at all. We complained, 2 meetings with the GM and were told all premium units were the same way. I asked as to why we were lied to 10 days before when we called and were given 3 different stories from different personnel. The main reason we believe was that management was told to not address ac issues until guests arrive and then manage it only when complains were made to avoid reservation cancellations. We were given a portable air unit, to be clear this is not an ac unit, it does not blow cold air. It circulates existing air, in this case hot air. We could not take another room as my wife broke her foot a week before our trip and due to the resort not being ADA compliant, we could not take an upstairs unit nor did we want to be further from the beach as this is where she would spend 95% of her time due to her circumstances. The heat to sleep in, get dressed in, etc. was miserable. If you were used to getting FREE airport transport and a goodie bag upon arrival for the premium rooms, they eliminated those.Lastly, staff can be hit or miss, we definitely encountered incredible staff members, (Shelly in the chop house steak house=awesome. Sunshine our concierge=awesome. Unfortunately, we encountered staff members that seemed unhappy, very little smiles, etc. which is the opposite of what we have come to enjoy and count on in this resort over the past 4 years.
The AC issues is the main problem that we were offended by as not only were we lied to but their response was less than agreeable or satisfactory. It's a real shame as there is no other place on earth like this place, of which we were so happy to call home. Unfortunately, we can not go back until we can reliably confirm these issues have been resolved. AC issues should not be the last thing the owners upgrade, especially in their premium suites for which customers pay so much for. Bad call! Eliminating perks, no matter how small should be replaced by other amenities/perks, not simply erased. Customer service issues is indicative of unhappy staff. Unhappy staff is indicative of bad management or owners. As we checked out, their were dozens of unhappy guests that had just checked in complaining about the ac issue. One was screaming that he was lied to, we can only assume the same way we were. Sad, the one place we wanted to always call home ans remain as beautiful for it's location as it was for it's amenities. We really hope change is on it's way, soon.
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Originally Posted by ShyinOntario
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