September 27 - Anonymous
During a recent resort stay numerous problems culminated in my asking to speak with a manager. I was dumbfounded how such a great property could have so many operational failures and key facilities down or degraded. This was compounded in that we had a very similar experience 6 months prior at the same place.
When an older gentleman (Miklos) brought me back to his office to talk privately I was frustrated yet decided I didn't want to have an accusatory spirit as much as just express my disappointment and assessment that they couldn't stay in business long with these kinds of issues (We had been making the best of the situation but observed several other guests with no such inclination).
With such an abundance of unsatisfactory conditions, unavailable facilities, & cancelled events, our "entitlement" to compensation was a given, however, as I shared my thoughts something amazing was happening within me and in this man. He then said, "because of the way you conveyed your concerns and dissatisfaction, I would like to share with you a little background and what is going on". First, he explained how he was a personal friend of the original owner who envisioned, designed, & built the multifaceted resort properties and was pushed out by investors after financial hardship when COVID hit. After changing hands two times with new management teams focused on a quick buck and no reinvestment, the properties and facilities were left in shambles. Very recently, the resort was sold again with the original owner regaining an interest and this gentlemen had come out of retirement to help turn the ship around. When he offered me a complimentary stay, I declined and said I greatly appreciated him sharing the circumstances and didn't want to take advantage of the situation (he was floored).
Then he shared his life story of how he aspired to compete in the Olympic games with the encouragement of his father for the purpose of defecting to the United States - AND HE DID! What an amazing life story! Finally, I felt led to pray with him and he said "more people need to do what you just did". Praise God!
Post Script: I sent a letter to Miklos's boss telling how helpful all the staff had been during our stay in spite of the operational problems and how the hotel manager was particularly outstanding in every way. A week later I got a complimentary stay coupon in the mail with a note from Miklos. Now I am looking forward to following up and developing a deeper relationship and bond during our next stay.