Villa Marietta

Hotel's Response

Our booking clearly states that all reservations are “NON REFUNDABLE”. For the record, all our properties consists of 2 bedrooms with 3 bathrooms as posted in our listings. The main guest contacted our offices informing of their “last minute” reservation with an arrival time to be within 15 minutes. The guest shared that her family had been bumped from their flight and were left stranded in Antigua with small children. Availability was confirmed and given the short notice an employee was immediately dispatched to facilitate the checkin process. Our employee waited for over 2.5 hours for the guests to arrive. Our offices were later contacted by a gentleman claiming to be the husband of the main guest, demanding to have the reservation cancelled because the accommodations were not suitable for his children. A decision made without having an in-person viewing. The decision to choose another property after the fact is the absolute right of the guest and our management respects that. However it must be understood that companies have operating expenses and to call in an employee outside of normal working hours, to wait for over 2.5 hours for a guest who eventually “NO SHOWED” becomes an expense to our company. A partial refund was offered to the guest which was refused. Alternatively a course of action was taken in an attempt to damage the reputation and integrity of our company, one we consider to be extremely unfair and unfortunate. Management apologizes for any inconvenience that the guest and her family may have suffered. We do hope that the guest would do the right thing by removing this untruthful and misleading review.