No Customer Service
While staying at the Galleon we encountered uninvited guests (a giant palm rat and cockroaches). We brought it to the attention of the front desk, maintenance brought in a big trap which caught the rodent, but it definitely had a negative affect on our group.
The next day I discussed the situation with management, right off the bat he asked if we opened the french doors because that's how they come in. We're on vacation overlooking the marina with great weather, of course we opened the doors. We didn't see any sign that warned us of rats coming in! Anyway, he said "he would check to see what they could do" .
The week went by without response, the last day we saw a couple of cockroaches scoot across the flow. At checkout we talked with management again and explained that it would have been nice to see some type of gesture to keep the customer happy. He took our info and said he would speak with "Tom" and then get back to us to see what the Galleon could do, again. I emailed the facility when we returned, and still no response other than the fact that they will make sure management gets the email.
We were BEYOND cordial about the incident and were not looking for a free stay, just some type of gesture to make everyone feel better about spending the money on a facility that was below our expectations. If I were an owner, I would be upset with how they (do not) respond to their guests needs. Overall, the facility was lackluster and they are obviously dependent on their convenient location to keep them afloat - certainly not their customer service. They completely blew it / us off.
I wish I would have read more reviews before making the decision to stay here, there are quite a few that discuss the lack of customer service. My advice to anyone taking the time to read this: there are other nicer places to stay that are just as close to downtown, if it cost more, it's still worth the extra to get good customer service.
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