The Spa Retreat

[Westender_Inn]

I am very sorry for this situation but I would like to clarify a few points. I had an employee (which is not longer at the hotel) that double book this reservation with another group (16 people). Both reservations came in just about the same time in March 2012 and both were for the same date/rooms in Feb 2013. Basically, the employee moved Pontious group (4 people) reservation to another suite to accommodate the larger group of 16 people. When she changed the reservation to another room, all reservations in the system looked good. It was only after I did a detailed review 30 days before arrival did I noticed that the reservation was changed for Pontious from the Almond/Cactus suites to our Penthouse apartments. I conveyed this information to the travel agent and express my deepest apology for this situation. I explained to the travel agent that I have a group of 16 people coming and they are unwilling to change reservations. Therefore, I offered the following options to the Pontious group:

1. Stay at Westender Inn in the penthouse suites, reduction in the bill and free breakfast during their stay.

2. Move Pontious group to the brand new Dolphing Bay resort right next door to Westender Inn, use of all Westender Inn facilities, and free breakfast during their stay

3. Move Pontious group to another resort in Negril and Westender Inn/travel agent will pay the difference in booking charges if rate is higher

The Pontious group decided to move to the SPA Retreat (which is a fantastic resort - #1 on TA) and Westender Inn/Travel agent will pay the upgrade price. As I said, I am very sorry for the double booking with the Almond/Cactus suite but I tried my best to rectify the situation and I thought we arrived at a very positive outcome for this group? - Keith @ Westender Inn