Luxury Falls Short: Our Disastrous Experience at Waterfalls Eclipse Resort
by Hamilton Silva De Deus Afons A Week of Silence, Confusion, and Missed Moments I, together with my partner, had to book a luxury resort at the Waterfalls Eclipse Resort because of its well-developed site and promises of five-star services. Our individualised and sustainable escape was supposed to be smooth sailing, but we experienced a communication breakdown that made our escape a stressor. What would have been regenerative was a learning experience on the power of technology alone to ruin a guest experience. The Six Failures That Ruined Our Stay The worst failure was the Delayed Response to Special Requests. I made a phone call to the resort a week prior to arrival regarding my extreme nut allergy, but did not get any response. No one was able to validate my restrictions on arrival, therefore making the situation unsafe. The lack of a coherent check-in Process just heightened the confusion, as the empty lobby had no guidance, and no staff member helped us with t...