Calypso Cay Resort

Using Interval International, I exchanged a week at my home resort for a week at Calypso Cay beginning March 25, The basic premise of an exchange through Interval International states: "like for like"In other words your exchange request will compare with your home resort which in my case is a bedroom unit rated in the second highest Interval categoryNow much of this experience I am about to describe is due to my own lack of due diligenceBefore making an exchange on Interval, Interval members have the ability to review previous owners' reviews of a desired resort before requesting an exchange Unfortunately for me, I had stayed at this resort back in when it was a nearly new resort, finding it to be one of the nicest, cleanest, friendliest resorts in which I had ever stayedI assumed in still maintained those high standardsI purchased a guest certificate which allows me to assign one of my weeks for a family member's use, in this case my daughter and her family My daughter checkat approximately 2:on the designated Friday afternoon, March 25, She and her family brought their luggage into the room and then left to go to the local store to get groceriesWhen my daughter and family returned to the unit and started putting groceries away they found caked food throughout the refrigerator left there by previous visitorsThis led to a closer inspection of the remainder of the unitThe range stove in the unit did not work, there were visible signs everywhere of a lack of acceptable sanitary housecleaning procedures, and the bathroom toilet had overflowed in one of the bathroomsMy daughter's husband cleaned the toilet overflow up as best he could with room towels and then called the front desk to ask them to fix the toiletAfter more than hours the maintenance man showed up and fixed the issueTired after more than hours on the road, my daughter and her family went to bedAt their first opportunity the next morning my daughter went to the front desk to ask them to have housekeeping clean the areas in the room that were unsanitary and a potential health risk to her childrenBy 7:p.mthat evening and three more trips to the front desk to ask for a manager or a maintenance person be sent to the room my daughter was told that no manager was on dutySo she called me and informed me of the situationI called the customer service number at Calypso Cay and asked if I could speak with a manager about an unclean unitThe person told me no manager was there, but someone at the front desk could helpShe provided a direct phone number to the front desk, which I then calledA person who said his name was "George" took my callI started to explain my daughter's concerns and the length of time she had been waiting for a housekeeper or manager to contact her and he interrupted me and said my daughter should have contacted the front desk when they checkand informed them of their concerns for cleanlinessI tried to explain, repeatedly, that my daughter had contacted the front desk first thing that morningHe interrupted me at again, telling me he could not have a housekeeper clean the room since the room had been cleaned on Wednesday and only one cleaning during a visitor's stay was allowed(if the room had been cleaned on Wednesday, why was my daughter told at chethat the room had just been cleaned and they could be checked-in?)Once again "George" interrupted me saying that one room cleaning was Calyso Cay policy and there was nothing he could do about itI asked him, politely and calmly, if it was his position that because his cleaning staff had not properly cleaned the room as should have been done and is required by state law, that my daughter and her family should have to live in those room conditions for their entire stayHe repeated his repeated mantra that, "the room had been cleaned once, and there was nothing that he could do"Finding this response unacceptable, I asked him if he was aware of the considerable number of former guests reviews of Calypso Cay resort complaint of not only filthy room conditions, but debris laden grounds including the swimming pool that needed cleaning His reply, "yes" he was aware shocked meI asked him if Calypso Cay's reputation for uncleanliness bothered him and he said "no"I started to ask him if he would make an exception to "his policy" and get the room cleaned, when he interrupted me again, stating for the umpteenth time that Calypso Cay policy would not allow him to do thatI started to ask him if I could speak to a manager and he hung the phone up on me I waited approximately minutes and called the front desk number again hoping to have another person answer the phone and place me in contact with a managerHowever "George" answered the phone and before I could get my request to speak with a manager out of my mouth, he "slammed" the phone down ending the call

on our second day at this resort we went to Disney wth my two small children and had a magical dayThis was until we returned to our room around 1:30amUpon arrival we discovered a charger was missing for our cell phone and all the drawers open in the roomWe then discovered my wife's vera Bradley suitcase had its zipper ripped off as we had a lock on itWe noticed her iPad was stolen as wellThere was no manager on duty and had to write a statement until the morningThe next morning the manager called the police and I filed a reportThe hotel refused to replace our stolen and damaged items even though we had theSecured and there was no safe in the roomAfter almost a week of pressure from me I finally got my room refundedThere was little apology of the situation and not enough acceptance of blame from the resortThis is the worse hotel experience everNo one should use this resortIt needs to be shut down

Using Interval International, I exchanged a week at my home resort for a week at Calypso Cay beginning March 25, 2016. The basic premise of an exchange through Interval International states: "like for like". In other words your exchange request will compare with your home resort which in my case is a 3 bedroom unit rated in the second highest Interval category. Now much of this experience I am about to describe is due to my own lack of due diligence. Before making an exchange on Interval, Interval members have the ability to review previous owners' reviews of a desired resort before requesting an exchange. Unfortunately for me, I had stayed at this resort back in 2005 when it was a nearly new resort, finding it to be one of the nicest, cleanest, friendliest resorts in which I had ever stayed. I assumed in still maintained those high standards. I purchased a guest certificate which allows me to assign one of my weeks for a family member's use, in this case my daughter and her family.
My daughter checked-in at approximately 2:30 on the designated Friday afternoon, March 25, 2016. She and her family brought their luggage into the room and then left to go to the local store to get groceries. When my daughter and family returned to the unit and started putting groceries away they found caked food throughout the refrigerator left there by previous visitors. This led to a closer inspection of the remainder of the unit. The range stove in the unit did not work, there were visible signs everywhere of a lack of acceptable sanitary housecleaning procedures, and the bathroom toilet had overflowed in one of the bathrooms. My daughter's husband cleaned the toilet overflow up as best he could with room towels and then called the front desk to ask them to fix the toilet. After more than 2 hours the maintenance man showed up and fixed the issue. Tired after more than 17 hours on the road, my daughter and her family went to bed. At their first opportunity the next morning my daughter went to the front desk to ask them to have housekeeping clean the areas in the room that were unsanitary and a potential health risk to her children. By 7:00 p.m. that evening and three more trips to the front desk to ask for a manager or a maintenance person be sent to the room my daughter was told that no manager was on duty. So she called me and informed me of the situation. I called the customer service number at Calypso Cay and asked if I could speak with a manager about an unclean unit. The person told me no manager was there, but someone at the front desk could help. She provided a direct phone number to the front desk, which I then called. A person who said his name was "George" took my call. I started to explain my daughter's concerns and the length of time she had been waiting for a housekeeper or manager to contact her and he interrupted me and said my daughter should have contacted the front desk when they checked-in and informed them of their concerns for cleanliness. I tried to explain, repeatedly, that my daughter had contacted the front desk first thing that morning. He interrupted me at again, telling me he could not have a housekeeper clean the room since the room had been cleaned on Wednesday and only one cleaning during a visitor's stay was allowed. (if the room had been cleaned on Wednesday, why was my daughter told at check-in that the room had just been cleaned and they could be checked-in?). Once again "George" interrupted me saying that one room cleaning was Calyso Cay policy and there was nothing he could do about it. I asked him, politely and calmly, if it was his position that because his cleaning staff had not properly cleaned the room as should have been done and is required by state law, that my daughter and her family should have to live in those room conditions for their entire stay. He repeated his repeated mantra that, "the room had been cleaned once, and there was nothing that he could do". Finding this response unacceptable, I asked him if he was aware of the considerable number of former guests reviews of Calypso Cay resort complaint of not only filthy room conditions, but debris laden grounds including the swimming pool that needed cleaning. His reply, "yes" he was aware shocked me. I asked him if Calypso Cay's reputation for uncleanliness bothered him and he said "no". I started to ask him if he would make an exception to "his policy" and get the room cleaned, when he interrupted me again, stating for the umpteenth time that Calypso Cay policy would not allow him to do that. I started to ask him if I could speak to a manager and he hung the phone up on me. I waited approximately 15 minutes and called the front desk number again hoping to have another person answer the phone and place me in contact with a manager. However "George" answered the phone and before I could get my request to speak with a manager out of my mouth, he "slammed" the phone down ending the call.