Hilton Grand Vacations Club The Crane Barbados

Sylenthia D7 months ago

Before you continue reading this I am not a negative person but I have to report facts. We were celebrating 20 years anniversary at Crane. The pictures on internet looks amazing, breathtaking, and relaxing! However, the facts about this resort suites were NOT displayed nor reported on website.||Checked in 10/25 to room 3625. Everything seems fine until it rained.||Our room(3625) leaked from the ceiling in living room, front of washer/dryer , master bathroom (could not use)and above safe in room(passports / jewelry were wet from being stored in safe). This occurred after it rain outside( often during hurricane season). ||Please note: we could not walk to the second bathroom located by front door without stepping in puddle. Nor use master bathroom due to leak. This leak did not happen overnight- had to be an reoccurring issue because of multiple leaks throughout suite.||Timeline:|Reported by phone at 5:pm on 10/26 . Waited in room for over hour to no avail of staff. Went to front desk-Was given the run around by staff (Ms. Carol) when ask for a manger -we were given security guard and he routed us back to front desk. |The staff (Ms.Carol) was not professional or attentive to our issue and she basically left for the evening without resolving our issue. |9:11pm on 10/26-Towels were the only solution for our leaking issue.|| On 10/27@ 11am we followed up with front desk(jennifer) had to wait almost an hour for manager (Tennyson) to handle it. Thankful we were moved to another room(414). This experience somewhat saved our anniversary experience but we were still disappointed in the overall lack of urgency and the non existing protocol the resort had in dealing with a crisis. ||Summary/last thoughts:|This place is a nice place to stay but it needs some TLC. I would loved to have some type of comp meal, champagne for our inconvenience or refund to that night stay because we could not utilize parts of the suite that we paid for.| Being that we are Diamond members and expect the Hilton standard of care- I doubt if I will return to this resort.||Cons:|Resort is in isolated area |Resort does not reply to emails when inquiring what all in suites|No secure place to put post cards(get a lock box instead of giving to hotel staff in hopes that they will mail)|Washer dryer in rooms did not properly clean clothes|The use of cards to get pool towels ( $100 charge if you don’t turn in after your stay)|*Panhandlers on ocean begging you to buy stuff( they do not work for Crane) he sold coconut drinks and I think he was reusing them. |Outdated gym |Maid service was slow to get things requested. |Staff need customer service training |Activities on resort not included (Zumba, yoga)||Pro: |Ocean views/plush clean gardens throughout |Spa|Staff to help plan off shore excursion| ( separate cost)|Two rum drink cards |1bar|Fresh fruits prepared /left in fridge for you( not sure if this was for diamond members or given to all guest)|Affordable |full kitchen, washer/dryers (if they work)regular coffee maker( prefer Keurig)|5 restaurants |Pools/ adult pools|Well maintained landscape |gated to get in resort |Plenty shops|Some friendly staff |