Please find below communication that was emailed to the Caravelle Resort General Managers on August 8, 2015. I've not heard back from anyone.
Background
My wife and I were walking from the grill area at the St. John's and experienced an unfortunate event on your property. One of your guest threw fireworks at us from an upper balcony ~ as we walked towards the pool area awning in the courtyard. After walking my wife to our room, I proceeded the front desk to report the unusual incident. After entering the registration area, I immediately asked to speak to a manager. Mr. Chris [redacted] (sp) went to the back and returned to let me know that the manager would not be available for ten minutes or so. I then reported the fireworks incident to Mr. Chris and requested that he call the police. That is when Mr Essex intervened and told Mr. Chris not to call the police. She told Mr. Chris to report the incident to your in house security. I asked Ms. Essex if there were security on the property, and she said that I should wait until 10:00pm then report the incident to your security. I then asked Mr. Chris to get the manager.
Inappropriate Staff Action:
Ms. Essex was very rude and insensitive in regards to the magnitude of the fir works incident that occurred on your porperty. I am requested that her actions are dealt with immediately. I reported her actions to the evening shift manager ~ Ms. Susan [redacted] however I am requesting a higher level of intervention via the General Manager.
Ongoing Support at the Caravelle:
Please note that we have brought our family to your resort for the past several years with bus loads of guest. We have also referred your property to friends and family. Based on Ms. Essex' behavior, I do not plan to return and will ensure that no one else patronize's this property ~ until the issue with Ms. Essex is resolved.
Action Steps:
A formal report has been filed with the police in regards to the fireworks incident. I am requesting a follow-up regarding to the following:
- Your official protocol when guests request that your front desk staff call the police,
- The hours that your security are duty,
- What has been done about the guest that threw the fireworks at my wife and I on the evening of August 8th;
- The steps taken to ensure that Ms. Essex does not treat future guest inappropriately.
Your prompt response (with resolution) to the aforementioned requests will be greatly appreciated.
Please find below communication that was emailed to the Caravelle Resort General Managers on August 8, 2015. I've not heard back from anyone.
Background
My wife and I were walking from the grill area at the St. John's and experienced an unfortunate event on your property. One of your guest threw fireworks at us from an upper balcony ~ as we walked towards the pool area awning in the courtyard. After walking my wife to our room, I proceeded the front desk to report the unusual incident. After entering the registration area, I immediately asked to speak to a manager. Mr. Chris [redacted] (sp) went to the back and returned to let me know that the manager would not be available for ten minutes or so. I then reported the fireworks incident to Mr. Chris and requested that he call the police. That is when Mr Essex intervened and told Mr. Chris not to call the police. She told Mr. Chris to report the incident to your in house security. I asked Ms. Essex if there were security on the property, and she said that I should wait until 10:00pm then report the incident to your security. I then asked Mr. Chris to get the manager.
Inappropriate Staff Action:
Ms. Essex was very rude and insensitive in regards to the magnitude of the fir works incident that occurred on your porperty. I am requested that her actions are dealt with immediately. I reported her actions to the evening shift manager ~ Ms. Susan [redacted] however I am requesting a higher level of intervention via the General Manager.
Ongoing Support at the Caravelle:
Please note that we have brought our family to your resort for the past several years with bus loads of guest. We have also referred your property to friends and family. Based on Ms. Essex' behavior, I do not plan to return and will ensure that no one else patronize's this property ~ until the issue with Ms. Essex is resolved.
Action Steps:
A formal report has been filed with the police in regards to the fireworks incident. I am requesting a follow-up regarding to the following:
- Your official protocol when guests request that your front desk staff call the police,
- The hours that your security are duty,
- What has been done about the guest that threw the fireworks at my wife and I on the evening of August 8th;
- The steps taken to ensure that Ms. Essex does not treat future guest inappropriately.
Your prompt response (with resolution) to the aforementioned requests will be greatly appreciated.