To whom it may concern at Wyndam;
I am vacation owner Jenelle M Jackson and up until my last Wyndam vacation at Limetree resort in St Thomas I was a happy customer.
Let me start my complaint from the largest issue. Upon returning from this unfortunate stay on August 7th I had issues with my credit card in the cab home. When I called my credit card company they said a 908$ charge was mysteriously made by the limetree had put me over a daily spending limit. I asked what it was for, they couldn't tell but said it was being returned to me in 7-10 days.
I immediately called the resort to try to get to the bottom of it. The manager Pamela, was made aware I wanted to speak to her. She never called back or followed up for two days. This isn't the first time I've called to speak to her. I literally called the front desk with requests to speak to her about other grievances about the resort while I was on the property. I was simply told every time she's in a conference/call, she said she'll get back to you. She never did after 5 attempts, the 5th being why was I erroneously charged a mysterious 908$ aside from the already 329$ resort fee at check out. No response. Unsatisfactory!
I was so unhappy at this resort I wished and asked to be switched to sister resort margaritaville after just 3 days at limetree. That request also went unanswered.
Here are my complaints, some small and fixable, some just not.
The resort was supposed to be at only 28/38 percent capacity and it was clearly over populated and grossly under staffed. Management issue.
The limetree is a lovely resort with beautiful rooms and very friendly personnel, however it is flawed in design where acoustically it's a living nightmare if there is someone who is booked in a room above u. Normal walking sounds like stomping, any movement of furniture/luggage is extremely loud and grating on the nerves. I literally wanted to leave the whole resort after 3 days. I just couldn't take it anymore.
There is absolutely no cell phone service on the resort. It is in a dead spot. Not the resort's fault but can be extremely inconvenient. Not a good thing if your family cannot contact you.
It would take 15mins to get a buggy ride to get to the front desk to wait another 15 mins for a cab. Oddly the cab was allowed to drop u at your room after your trip but not pick u up at your room. This is easily fixable. I was absolutely livid after waiting 15 mins in the sun for a buggy that never showed up. I come inside and call the front desk, they said he came but saw no one and left. I said that can't be possible. Not only that, my cab left. Front desk never bothered to call me. I waited another 15 mins outside for the same buggy who said he came to the wrong room the first time.
After the 3rd day my stove burned out. The maintenance was kind enough to buy me a hot plate so I wouldn't have to waste the whole day lugging all my things plus groceries across resort to another room. He said they have been burning out all over the resort so he bought several hot plates. In this case my complaint was resolved quickly. I'm being fair
The beach is a mess, rocky and sea debris filled. No loungers or anything to make it welcoming. Loungers are on back order I was told. However the pool has so many that at least 10 to 15 stayed stacked in a corner unused. ????
This is the first Wyndam resort I've had to use money in the laundry room. Really? What the heck? 329$ resort fee but I still gotta pay to wash? Cheap!
Now that I've made my complaints here's some suggestions to make that gem of a resort better.
1. Change management immediately. It is completely unacceptable that all my phone calls to speak with Pamela go ignored without any attempt to get back to me on any issue especially where a whopping 908$ of my money disappeared.
2. Try not to stack occupants if it could be avoided due to acoustic design flaw.
3. Replace all the hot plates asap. Add microwave/conventional ovens to replace the just microwaves. The resort sits in a food desert and the restaurant is closed.
4. Clean the tiny resort beach
And put some loungers down there or beach chairs or picnic tables.
5. Enlist more help from sister resort Margaritaville. Those guys got it together over there.
Finally, I'd like to say I have had a better stay at charming dumps than this place. I have come to expect a standard from Wyndam. Notice my complaints had nothing to do with covid adjustments. This is my 3rd Wyndam trip during the pandemic and everything was fine on other trips. I have never in the years I've been your customer felt the need to sit and write such a lengthy complaint.
I feel so strongly and am so disappointed that I request my that all fees and points associated with this resort be refunded or credited back to my account in all fairness. It's the very least the Wyndam can do since Ms. Pamela has deemed me so unvalued of a customer that I don't deserve her attention or response.
P.s. a copy of this complaint will go up on TripAdvisor and various sites. I will amend it fairly once my issue is resolved. Thank you for taking the time to listen.
Sincerely, Vacation Owner
Jenelle Jackson
917 669 3482
