After exchanging 14 emails with a 5 star hotel....

Dear M,

Thank you for taking your time always to liaise with us regarding our honeymoon trip. It is definitely a trip that both X and I are looking forward to, especially since we have been planning this trip for a month now and we have always look forward to going to a beautiful place to relax and spend time together especially after our wedding.

I would, however, like to register my great disappointment at the way you replied to our email disregarding several questions asked.

1)     We were very disappointed that you did not address our concerns on whether will there be any concerns with the domestic transfer but rather took us back for a further surprise by stating that domestic timing can only be confirmed on arrival date. As such, since we are arriving at night, then wouldn’t that pose a potential disaster for us? Secondly, may I question why confirmation for domestic transfer to be confirmed at such a last timing? As we are paying a lot of money for this honeymoon, we expected nothing less than that of your service even when it comes to arranging with our domestic transfer. Hence, please answer these 2 questions and help us to understand the situation better.

2)     Furthermore, we have requested for an earlier timing for the domestic transfer as we have read negative reviews on in TripAdvisor that there are cases of flight delays/cancellation. Based on the picture of the domestic timing that we have attached in our email and requesting for a flight at
Inboard: Q2262 - 14-Oct-14: 23:30, arrive: Kooddoo @ 01:15

Outboard: Q2279 18-Oct-14: 12:45, arrive: Male @ 13:50

So as to have a comfort of mind for our trip, to our dismay, M, you have ignored our request and instead arranged for us an unfavourable timing at 1040 hours flight.

On top of that, You put us on further distress by telling us straight off that we would be charged for one night at a full price when we informed you that we are only be able to reach your resort at 2-3am. Clearly this does not make sense and stresses both X and I because we have booked our air tickets. Should you have addressed this to us in your earlier emails when we asked for your advice, we would have chosen another favourable flight timing. 

I find this clearly unacceptable and put us at a severe disadvantaged because of the amount we have paid for our flight and liable to pay the penalty for making changes to the flight timing since now you have informed us late that we would be charged for a full night price despite arriving 2-3am at your resort. Surely, The Residence Maldives can do better than that, don’t you agree?

Hence, may I know how and what can The Residence Maldives solve this situation whereby we do not have to pay extra for an additional night stay on the 14^th Oct since it is clearly not our fault that we have chosen this timing in the first place and you have failed to advise us on the domestic transfer .

Although X has always been the one liaising with you, however, I am unable to accept that I have to pay extra and experience all the unnecessary stress in checking all the hotels and the available domestic flight timings that were available but not arranged for us.

As quoted from http://www.theresidence.com/default-en.html, The Residence Maldives wants people to experience a unique hotel stay that reflects the individual spirit and culture of the surroundings whilst pampering each guest with meticulous service and unsurpassed quality. Our attention to detail, genuine passion and integrity will each stay an unforgettable memory.

However, before we could even try to properly arrange our stay we are already experiencing so many unhappiness. Please try to understand that as a couple, both X and I want to have a comfortable, fuss free honeymoon and having a lot of expectation from The Residence Maldives. As much as X tries to accommodate by agreeing to stay in Male on the 14^th, I myself find it unacceptable that I have to pay when communication is not done properly on your side.

A happy customer will be a loyal customer and will definitely help to promote and spread the good word around on The Residence Maldives. I believe that The Residence Maldives also aims to be the no. 1 resort in Maldives and would continue to do a good work in ensuring that all couples who are planning to stay in The Residence Maldives will have an enjoyable and pleasant stay too.

As much as I would forward to I honeymoon trip, I simply cannot accept the way how our concerns and questions were overlooked especially with the last email being the last straw that just simply ignoring our requests to be put on an earlier flight is ignored. Hence, I would like your general manager Sundaram M to address our concerns and find a solution to the problem. Thank you.

Rgds,

R

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Having booked our free 3 night stay at Maldives offered by Sheraton Towers, I didn't expect my honeymoon nightmare to start as soon as I started all the booking. Anyway, I finally decided to take some time and feedback my unhappiness after all the nagging by boyfriend and fed up with the replies given by the reservations supervisor. Well... after reading my email, M called boyfriend to apologize and addressed the issue. Am glad at least things are now abit more clearer and we are awaiting to hear some good news hopefully by tomorrow. 

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Anyway I am also disappointed by the service by Sheraton Towers. Slow reply, not answering questions directly and very half-hearted replies. Sigh.