singlemalt_18
Guest
In January this year, we booked back to back October weeks for Beachwoods (Kitty Hawk) & Turtle Cay (VA Beach). First week of March we received an email “About Your Upcoming Stay at Turtle Cay” notifying us that the resort would be undergoing courtyard balcony renovations during our stay, and that the balconies would be inaccessible. Although an inconvenience, this was not a deal breaker for us; no big deal or need to change our plans... so we thought.
According to the March email they “were sorry for the inconvenience” and “looked forward to welcoming” us. OK, great! The rest of the email went on to say we would continue to have full access to all amenities at the nearby Beach Quarters as well. Fast forward to last week, we received the standard resort/frontdesk email from Turtle Cay that opened with the following:
"Your well-deserved vacation is less than 14 days away, and we are excited to deliver an unforgettable experience that exceeds your expectations. Before you pack your bags, take a moment to review your reservation details — then imagine the memories you’re about to make."
With that in mind I read down thru the rest of the email, and after listing our reservation details were the following messages:
"Alert! RESORT CLOSURE
Turtle Cay Resort will be closed for balcony renovations beginning October 15, 2024, through February 28, 2025. We apologize for any inconvenience and thank you for your understanding.
Alert! BALCONY RENOVATION ALERT
Currently, balconies in Suites with courtyard views are inaccessible to Guests due to ongoing renovations. Turtle Cay Resort’s other on-site amenities remain available, including those located at Beach Quarters Resort. We apologize for any inconvenience and thank you for your understanding.
Alert! 2-bedroom Penthouse
The 2-bedroom penthouse contains multiple stairs inside of the accommodation."
From my perspective, I read this as simply more of the standard communications we've come to see for all of our reservations, and thought nothing of it. A few days later my wife read it and sensing something more alarming, decided to make a call. Little did we know that the resort was in fact being closed! Fortunately we were able to secure a reservation for Beach Quarters for the exact dates, or we would have been showing up in a few weeks to find we would be out in the cold. While we are glad to not have our overall travel plans disrupted, the best they could do at BQ at this late date was a one bedroom w/2 double beds, but at least it's oceanfront - as ALL BQ units are.
I have begun an effort to find out WHY were we NOT notified back in MAY when the decision to close the resort was made. The folks at the resort were sympathetic and tried to be helpful, but said the issue was the responsibility of Owner Services; I requested that someone from OS contact us to explain what happened. They said we should have received such notice - of which we did NOT. We will see if we receive a call.
For a situations like this, we should have been receiving emails and phone calls alerting us to the need to change our reservation. We get far too many such efforts from sales always trying to book another "getaway" and presentation, but we received NOTHING. I cannot imagine what it would have been like to show up at the resort to find it closed. We did get a return of about 1200 points... so we had to pay $150 to move them to next year.
This is not the customer/owner service that is required. So we'll wait and see... and I won't let this just slide by.
According to the March email they “were sorry for the inconvenience” and “looked forward to welcoming” us. OK, great! The rest of the email went on to say we would continue to have full access to all amenities at the nearby Beach Quarters as well. Fast forward to last week, we received the standard resort/frontdesk email from Turtle Cay that opened with the following:
"Your well-deserved vacation is less than 14 days away, and we are excited to deliver an unforgettable experience that exceeds your expectations. Before you pack your bags, take a moment to review your reservation details — then imagine the memories you’re about to make."
With that in mind I read down thru the rest of the email, and after listing our reservation details were the following messages:
"Alert! RESORT CLOSURE
Turtle Cay Resort will be closed for balcony renovations beginning October 15, 2024, through February 28, 2025. We apologize for any inconvenience and thank you for your understanding.
Alert! BALCONY RENOVATION ALERT
Currently, balconies in Suites with courtyard views are inaccessible to Guests due to ongoing renovations. Turtle Cay Resort’s other on-site amenities remain available, including those located at Beach Quarters Resort. We apologize for any inconvenience and thank you for your understanding.
Alert! 2-bedroom Penthouse
The 2-bedroom penthouse contains multiple stairs inside of the accommodation."
From my perspective, I read this as simply more of the standard communications we've come to see for all of our reservations, and thought nothing of it. A few days later my wife read it and sensing something more alarming, decided to make a call. Little did we know that the resort was in fact being closed! Fortunately we were able to secure a reservation for Beach Quarters for the exact dates, or we would have been showing up in a few weeks to find we would be out in the cold. While we are glad to not have our overall travel plans disrupted, the best they could do at BQ at this late date was a one bedroom w/2 double beds, but at least it's oceanfront - as ALL BQ units are.
I have begun an effort to find out WHY were we NOT notified back in MAY when the decision to close the resort was made. The folks at the resort were sympathetic and tried to be helpful, but said the issue was the responsibility of Owner Services; I requested that someone from OS contact us to explain what happened. They said we should have received such notice - of which we did NOT. We will see if we receive a call.
For a situations like this, we should have been receiving emails and phone calls alerting us to the need to change our reservation. We get far too many such efforts from sales always trying to book another "getaway" and presentation, but we received NOTHING. I cannot imagine what it would have been like to show up at the resort to find it closed. We did get a return of about 1200 points... so we had to pay $150 to move them to next year.
This is not the customer/owner service that is required. So we'll wait and see... and I won't let this just slide by.
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