"We recently stayed on the adultsonly side of the Renaissance Wind Creek Aruba for 3 nights. The hotel itself was very clean, the room was spacious, and overall the property was beautiful. We spent a lot of time and money enjoying the bars, boutiques, and restaurants throughout the resort during our stay.
Unfortunately, our experience at the end of the trip left a bad impression. About 2 hours before checkout, we found out our flight was delayed by more than 5 hours. We politely requested a later checkout while we tried to figure out whether we could still make the later flight or postpone until the next day, which is what we ultimately ended up doing.
Instead of any flexibility or effort to accommodate us, we were basically told “no, we have a booking for that room today.” I understand hotels have policies and incoming guests, but after spending several days and a significant amount of money at the resort, I expected at least some level of customer service or alternative assistance without having to ask what could be done to help us.
The resort itself is nice, but the lack of empathy and accommodation during a stressful travel situation definitely changed how we felt about the experience overall."
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