Mini rant on heavy handed security, rotten communicatio

On July 3rd, our friends were married at Desire Pearl and we, along with 5 other couples attended the wedding & reception there, spending 4 nights prior to the two of us transferring to Temptation for 9 nights on July 5th. As a wedding gift we decided to take a group of 10 on the private yacht from 1-5 on July 6 with 8 people coming from Pearl. While at Pearl, I asked if our friends would be able to check out the resort for a short duration after the boat trip as they scheduled a return to Pearl a 6pm. They wanted to see the room we were in by the quiet pool plus check out the sexy pool and the amenities as they had not been before and we had raved about it for a couple yrs. I had been informed by no less than 3 management employees that it would be "no problem whatsoever", the concierge at Pearl, Norma in the Members area, and the security chief that stood chatting with me at the hotel entrance while waiting for our friends to arrive at 12:30pm! The boat was fantastic fun, staff was great and they were compensated generously. When we got off the boat, the 10 of us rinsed off next to the members platform, then it got surreal. No less than 3 security guards began to follow our group as my wife and I went to get 6 beers and 4 waters from the members bar. While handing a beer to one of our friends the guard in charge stated that if he drank it, they would have to pay $60 each!!! This is a group that had just spent $13,000 on a wedding, 36 nights at an average of $450/night plus over $550 for a boat we were on 10 minutes prior. Something like $30,000 between the 10 of us. Nothing I explained would get through to them that we were okayed by his superiors to visit the surroundings for 1 hour till they were to be picked up. As I went to complain at the members desk, they were escorted off the property by 2 security guards as the 3rd followed me with my valid white bracelet! The person at the members desk agreed that we were treated improperly but by this time my wife had seen them to a departing taxi. We never got anything in return but an "oops", they also missed out on some possible future customers due to rotten communication amongst themselves and about 50 cents worth of beer!

 

This is definitely in the top 5 of our complaints with TTR the last several trips... Poor communication between management and staff and among management. We experienced similar pains when trying to coordinate rentals of the cigar lounge for toy exchange parties. All about strict rules and collection of as much money as possible. It is a shame they fail to see the bigger picture and likely cost themselves significant income in the long run.

 

Just to be clear.
you ordered beer for 8 non members at the members bar and are upset at the results?

Seems to me that was a misstep

 

We have had our own problems with security including a guard that tried to arrest Blondie for not wearing panties under her Men's Dress Shirt. Then, when we filed a complaint with the security office they claimed to not know the man. TTR security has some major issues with employees that have a lot of machismo and miniscule dicks. They really need to fix that shit. And not with bigger dicks.

 

A few years back our flight was a later departure so we asked could be still use facilities until around 4/5pm and were told it was fine. We of course had our bands cut off at check out then went back pool side. We were asked literally about 10 times in the first hour by security to show our slip and just generally made us feel unwelcome. We left and went downtown for a few hours rather than staying in the hotel.

Security can be a pain in the ass...!

 

I don't understand why they just didn't get the security manger's confimation before either removing your friends or letting them stay.

Marshe, the Pearl guests are paying twice as much and had pearl wristbands. People get bumped to Pearl for "free" too. Really who cares if they want drinks for an hour. In the long run, the bad taste left by the way they were treated is worth way more than an hour's worth of fun.

 

When you asked if the friends could come on the property did you also ask if they could drink and eat? Had you done that, you would have probably received a different answer. Or maybe not, but you don't know for sure.

OK.. a security persons job at TTR is to make sure the rules are followed. Pretty simple, no nudity out side of the games, no one on the property without a band, and no one consuming anything that is not a guest.

I mean, if I walked onto the property without a band and started drinking for free you would go ape shit for me getting free what you paid for. And yes they spent a lot at Desires but the guard doesn't know that. And as for you telling them, have you never lied to a security guard in your life anywhere in the world for some reason or another? I know I have... so how does he know that you are not doing that now?

Yeah, each case on it's own sounds simple and a no brainer from the person telling it's point of view. But you are also not hearing the hundred of cases the security guards deal with that sound the same but in reality are as simple.

Take your own office at work. You talk to the security director about bringing some folks into the office later and he says fine. But when you show up at midnight with 10 people and the security guard on duty doesn't let them in without a badge do you go on the company web site and call him a jerk? No, he's doing what he is supposed to do and the security directory didn't send out a memo to all the security guards telling him he gave you specific permission to bring folks in. You think to yourself, next time I'll get a letter from him saying it's OK.

I one time worked a special deal on a day and night pass with the hotel management. When the person showed up, that deal was not in the log book for them to verify so the folks at the front desk were not going to honor it. Totally understandable since they had no way to tell if I was telling the truth or not and it could cost them their jobs if they believed my lie. Rather than go ballistic, I waited and kept asking them to check further until they found someone to verify the deal and we went on. Took about an hour but I learned a lesson which I will pass along.

If you strike a deal with hotel management about anything, ask them to be sure to include it in the front desk log book for future verification.. be nice but be instant upon it. Then when you need it, you can ask whomever to check the log book for verification you have permission to do what you want to do. No muss, no fuss and the person that is allowing to you now do something outside the rules has coverage to do so.

Do not expect anyone you run into at the hotel to just believe you, no matter who you are, cause I can guarantee you they have been lied to more than one in the past and it has bit them in the butt every time.

Jamie

 

I think you are misssing the point.
There are rules and security and staff are obligated to them.
They were just doin their job.
Pearl is irrelevant to this story.

 

I think part of the point is regarding management. If you are a manager and are doing a good job then you manage your team which in this case would include once making a deal or compromise or whatever making sure that your team and the manager on duty once you leave is aware. Not doing so just shows a lack of customer service and care for your guests happiness. Can't blame the guards themselves but can be upset with the resort management for not living up to customer service expectations. It really shouldn't be so difficult. But there is a pattern.