Xtabi is an X for me

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I understand that reputations are fragile in the service industry, but that should serve as an incentive not to treat customers in an abusive fashion.

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EXACTLY. the only thing 'tearing down' this business is their own actions - NOT the person who reported on said actions. If they want to create, and keep, strong relationships in their industry, then it's on THEM to 1- teach their frontline employees how to manage and handle issues successfully, and 2- treat customers appropriately.

Duh.

This doesn't sound like a "one off" incident - to me it sounds like this same scenario will be repeated any time there's a phone-line outage, because the person in charge will hand the problem off to the customer to deal with, rather than handle it themselves behind the scenes. They need to make some changes in how they handle this issue (because it definitely will re-occur), and give their front of house employees some basic business training - or they will lose business. And that's not the customer's fault, or their problem. This is modern times - if people learn about this from a public review, and then avoid the place since this is how they run their business -- then that would be their own fault - not the fault of a customer who calls them out on it. Killing the messenger is just as short-sighted and unintelligent as was the manager at the establishment.

An apology after they got their money and saw that I had adequate credit on the card in question, an apology for ruining my final night and morning in Jamaica , at the very least adjusting the bill for the amount I had to pay my driver to bring me BACK OVER THERE the next morning to do the right thing, would have been nice. Instead they threatened to call the police and 3 male employees stood by my car to prevent me from leaving, even though I gave them the credit card information they asked for. Fragile or not, protect your reputation among travelers yourself. At the very least someone might learn that if you a going to dine there and use a card, ask if the machine is in working order (not that the customer should even have to do that)

The other business I have to give a poor review to because of poor food and employee behavior contacted me and offered me a free meal of what I had ordered to make it right. I talked to management and told them thank you. I did not however go and get the free meal. I am not about bilking people in Jamaica out of free food. That management told me that she met with all employees and addressed the situation and offered the compensation, THAT was enough for me. Matter of fact., the manager and I ended up out having drinks together. Great Lady.

Mr. Evans I would not say that MY opinion per se holds such much weight, but I find that Trip Adviser itself is a very powerful tool. So much so that I am seeing businesses in Jamaica , when you verbally tell them you are pleased, will ASK you to go on trip Adviser and give them a review. My review I published was very fair. I gave the chef his due for the excellent meal and the presentation, the lovely rolls and the excellent drinks the bartender made, but the rest I reported AS HAPPENED. That is all I can say.

You are concerned about this business, I am concerned about someone threatening to call police on me AFTER I gave them all the info to take care of the bill, I am concerned about YOUR employee blocking my exit and holding me hostage, I am concerned about THREE men standing outside my car door arms folding scowling at me and not allowing me to leave , I am concerned about missing my van to the airport. THAT you did not address in all of your CONCERN about Xtabi's ongoing business

During the last 28 years, I have NEVER had a bad time at Xtabis. I spend 3-5 months per year in Negril, eat or drink at Xtabi's 2-4 times per week and have never had any problems. They even put on a 25th anniversary party for my wife and I that could Never be done anywhere else. There were over 20 of my family there and NO problems at all. I think you just had a bad experience that can happen anywhere in the world.

Physically and verbally threatening a customer? GTFOH with 'fragile relationships'. I'm sorry, but even if this happened only one time, it's completely unacceptable. It's not any review that would be tearing down this business, their own employees are very successful at doing that very nicely for themselves. SMDH.

Misti
The way your reacting reminds me of when my wife quit smoking.
Im not married anymore!

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Originally Posted by Rastatman

During the last 28 years, I have NEVER had a bad time at Xtabis. I spend 3-5 months per year in Negril, eat or drink at Xtabi's 2-4 times per week and have never had any problems. They even put on a 25th anniversary party for my wife and I that could Never be done anywhere else. There were over 20 of my family there and NO problems at all. I think you just had a bad experience that can happen anywhere in the world.

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I have a soft spot in my heart for Catch a Falling Star and Blue Mahoe, if someone went through what I did at one of my spots I would be very surprised like you are right now. This resort is ranked pretty high on Trip Adviser and I do not expect that what I have to say will change that much, BUT if this had been your wife, I think you would feel like I do right now. I appreciate your comments and I am sure you will continue to enjoy the place, Just know that that hard fought for 95.00 is all they will ever get from me and my friends and the support over on my Facebook page is unwavering.

I have to go with Rastatman on this...staying each year since 1992...never a problem.
That being said, Xtabi is not perfect...no resort is perfect.

One year they were rebuilding the Cliffside cottages after a hurricane...did not get them finished in time for our stay. The owner went out of his way to accommodate us...above and beyond I would say.

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Originally Posted by treefrog

Misti
The way your reacting reminds me of when my wife quit smoking.
Im not married anymore!

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I am wondering if you are really reading how this thing escalated??? IF you were married would you want your wife threatened verbally and somewhat physically??? Am I crazy or is having someone illegally barring your exit from a place and threatening to call police on you AFTER you have already done the right thing just a small thing???? Maybe I am the one who is crazy. Some of you seem rather dismissive of the actions of the establishment in question.