Westin Lagunamar: Chair Hogs, and the lack of seating at the pools

[blahblah18]

This infuriates me — at every Vistana stay. Including right now, at Westin Lagunamar.

Vistana properties all typically enforce a one-hour time limit on holding pool chairs. (aka “Preventing other guests from getting seats”)

That worked well — for about a day, until the chair hog crowd figured it out.

The problem: Properties all typically enforce a one-hour time limit on reserving pool seating UNLESS there is someone nearby to exclaim “those are ours! We’re here” every in a while.

Here at Lagunamar, the morning rush of the Chair Hogs now consists of one individual per family running down early with the usual selection of shoes, hats and books to claim 6 chairs, 8 chairs for their group of 6, or 8, or maybe 4. Then, they wander off for a while. And one person comes back every 45 or so to prevent the one hour rule from taking effect. And as the pool gets busier, the strategy is for the Lead Chair Hog per family to hang out with their blocked-off chairs — guarding them all for if and when their family eventually emerges. And preventing others from finding seats.

We’re a family of four. At 10am, the pool area at Lagunamar was a vast sea of empty chairs. But even the Pool Concierge could not find four chairs for us — without having us stand and wait for chairs to “time out”. Now, mid day, there are infinitely more chairs occupied by a book or a hat than there are people in the swimming pools.

The chairs around me have remained unoccupied all day — other than one lone person per cluster of 4 chairs or 8 chairs. Most have not been touched since they were “claimed” by the Hog. Yet there are plenty of guests - couples, families - walking in circles right now looking for even a single chair to share.

As I write this, the pool deck is a massive museum of empty/unused furniture.

It’s ridiculous.

They need more chairs, clearly.

But … they clearly need a new rule and better enforcement. Reserve a chair and walk away, leave for more than 30 minutes, and your stuff is thrown in the garbage. (NOT lost and found). That chair becomes fair game for anyone who needs one. EVEN IF “Uncle Bill” or “cousin Sally” or whoever are in the adjacent chair exclaiming “no, they’re really coming, I swear”. Tell the Hog “it’s not being used, tough” and make the seat available.

Having to hunt for and fight for chairs is NOT a nice vacation.

Having to battle Chair Hogs and their selfish families - when their group rarely uses the chairs and certainly NEVER use all of their hogged chairs - is utterly maddening.

 

[dioxide45]

This infuriates me — at every Vistana stay. Including right now, at Westin Lagunamar.

Vistana properties all typically enforce a one-hour time limit on holding pool chairs. (aka “Preventing other guests from getting seats”)

That worked well — for about a day, until the chair hog crowd figured it out.

The problem: Properties all typically enforce a one-hour time limit on reserving pool seating UNLESS there is someone nearby to exclaim “those are ours! We’re here” every in a while.

Here at Lagunamar, the morning rush of the Chair Hogs now consists of one individual per family running down early with the usual selection of shoes, hats and books to claim 6 chairs, 8 chairs for their group of 6, or 8, or maybe 4. Then, they wander off for a while. And one person comes back every 45 or so to prevent the one hour rule from taking effect. And as the pool gets busier, the strategy is for the Lead Chair Hog per family to hang out with their blocked-off chairs — guarding them all for if and when their family eventually emerges. And preventing others from finding seats.

We’re a family of four. At 10am, the pool area at Lagunamar was a vast sea of empty chairs. But even the Pool Concierge could not find four chairs for us — without having us stand and wait for chairs to “time out”. Now, mid day, there are infinitely more chairs occupied by a book or a hat than there are people in the swimming pools.

The chairs around me have remained unoccupied all day — other than one lone person per cluster of 4 chairs or 8 chairs. Most have not been touched since they were “claimed” by the Hog. Yet there are plenty of guests - couples, families - walking in circles right now looking for even a single chair to share.

As I write this, the pool deck is a massive museum of empty/unused furniture.

It’s ridiculous.

They need more chairs, clearly.

But … they clearly need a new rule and better enforcement. Reserve a chair and walk away, leave for more than 30 minutes, and your stuff is thrown in the garbage. (NOT lost and found). That chair becomes fair game for anyone who needs one. EVEN IF “Uncle Bill” or “cousin Sally” or whoever are in the adjacent chair exclaiming “no, they’re really coming, I swear”. Tell the Hog “it’s not being used, tough” and make the seat available.

Having to hunt for and fight for chairs is NOT a nice vacation.

Having to battle Chair Hogs and their selfish families - when their group rarely uses the chairs and certainly NEVER use all of their hogged chairs - is utterly maddening.

I bought some $2.50 cent hats that were on clearance in the shops on our last Celebrity Cruise just for this very purposes

All kidding aside, I understand the frustration. Lagunamar has long had this problem and they've done well to enforce the rules in the past. I don't agree with any time limit at all. Why should you be able to come down and toss something down and leave at all? The pool concierge shouldn't help "setup" chairs for more than the number of people that are physically present. That of course won't stop people from tossing their hat, book or cheap flip flops down but it might indicate to people that the practice is not encouraged. If you come down and then they see you leave, your stuff just gets removed.

Chair saving should also not be permitted. It is easy to tell chairs that are "saved" vs those that aren't. If there is a huge group of chairs blocked with only one person, that should also not be permitted. Too bad that your entire family nominated you to be the chair hog, but that's how it goes. You can't save chairs for your large group right at the edge of the infinity pool if they aren't there with you. One person being "on guard" to protect large groups of chairs for several hours shouldn't be permitted. If someone is there protecting chairs and any one chair sits empty for a period of time, then that stuff should be removed.

 

[blahblah18]

I understand the frustration. Lagunamar has long had this problem and they've done well to enforce the rules in the past

To be clear, they ARE enforcing their rule right now.

The rule is the problem. (Well, the people too)

The issue is that the Hog crowd have figured out the simple workaround: block as many chairs as you want for as long as you want, but just ensure there’s one person nearby - on occasion - to prevent the rule from being enforced.

Writing this, the block of four chairs with umbrella and table to my right has been occupied by a lone person all day. It appears to be the dad of a family with 2 small children — only based on the small selection of “blocking props” laid out on the other three chairs. (Nobody else has ever arrived.). It’s now mid-day. 3 of 4 chairs have gone unused all day — peak pool demand hours. And while Dad has his personal cluster blocked, others can’t find seats. And this family is perfectly within the current, stupid rule, because Dad, as Lead Chair Hog, stays nearby to keep then all blocked from other guets. And the Pool Concierge can do nothing about it.

It’s not an enforcement problem. It’s a rule problem. And, sadly, a problem with the decency of some people.

I’m on the verge of just scooping up all of Hog “props” being used to block all of these chairs and just start flinging them all in the pool. I’m angry. I hate this. But I guess I’d rather not spend NY Day in Cancun jail.

 

[cubigbird]

Another problem is the pool concierge aren’t really enforcing the time limit rule, they’re enabling the problem. We were out about 7am a few days back, laying in our chairs, using them, only to witness pool concierge laying out towels on chairs for zero people occupying them, and nowhere near them. I suspect pool concierge received hefty propinas. Surely bribes are involved. Additionally, the towel shack is not yet open at 7am, so towels came from somewhere.

They make you sign an acknowledgement at check in acknowledging the time limit rule, but it’s just a placebo to make guests feel good that a rule exists.

It starts with consistent enforcement……not happening.

Be sure to mention something on the survey that usually comes a few days after the stay. Get names of pool concierge that are not enforcing the rule and mention them in that survey. If many more owners complain it might prompt changes and better enforcement.

 

[dioxide45]

Another problem is the pool concierge aren’t really enforcing the time limit rule, they’re enabling the problem. We were out about 7am a few days back, laying in our chairs, using them, only to witness pool concierge laying out towels on chairs for zero people occupying them, and nowhere near them. I suspect pool concierge received hefty propinas. Surely bribes are involved. Additionally, the towel shack is not yet open at 7am, so towels came from somewhere.

They make you sign an acknowledgement at check in acknowledging the time limit rule, but it’s just a placebo to make guests feel good that a rule exists.

It starts with consistent enforcement……not happening.

I've noticed this too. I suspect many guests know the concierges after years of going to the resort. They've built more of a personal (good tips) relationship with them. They tip them well at the start of their trip and the concierge sets up their towels every morning before they even come down.

 

[cubigbird]

I've noticed this too. I suspect many guests know the concierges after years of going to the resort. They've built more of a personal (good tips) relationship with them. They tip them well at the start of their trip and the concierge sets up their towels every morning before they even come down.

I edited my post and added. We may start collecting names of pool concierge that we personally witness failing to enforce this and mention them in the survey. We know management reviews these as we’ve had follow up on prior surveys. If it impacts their job, then so be it. It’ll prompt better enforcement because they don’t want to lose their job.

 

[grgs]

I understand the frustration. We're here now and pretty much stick to the smaller pool where the chair hog issue doesn't seem to be quite as bad.

If anyone wants to stop by for a tugger meet and greet, we're under the front row of pergolas at the small pool. 3rd one if you start counting from the main pool side. I have on a black/orangey bathing suit top.

Glorian

 

[CalGalTraveler]

I hate chair hogs. This adds stress to a vacation.

Do they provide overflow seating? WKORVN did that last time we visited on the grassy area near the beach. Worked fine for us. We do not have young children so do not care to be right next to the pool. Just want a place to sit in the shade near the pool area.

 

[cubigbird]

Lagunamar does not have overflow seating. Every chair is taken. We have just made our own space and put our stuff on one of the concrete lights by the hot tub and went and enjoyed the pool or hot tub or beach.

 

[blahblah18]

There is nothing anyone can report about any pool concierge staff not enforcing the rule — because the current rule is blatantly insufficient.

An in-the-moment update for those following along, as my example:

The batch of 4 chairs (+ 1 umbrella + 1 table) beaide me right now that a dad (by himself) has been blocking from others for the entire day so far…
- Dad sat in the 4 chairs (3 unused) for hours
- then Mom eventually came, and Dad promptly left. The count: 4 chairs blocked from others, but still only 1 ever used
- Moments ago, Dad returned! It’s 1pm local time. For the first time today, there are 2 people using their 4 blocked-off chairs.
- And, at 1pm, 2 of their 4 chairs have never been sat in once today. One has a kid’s snorkel mask “reserving” it. The other has a single tiny tube of SunBum sunscreen reserving it.

3 of 4 chairs blocked from others but unused most of the day.

2 of 4 never have been touched — except for the towels and “props” being strategically placed.

There is nothing to report the concierges for. Unless the Hogs leave the entire block of 4 chairs unoccupied for 61 minutes, there is nothing they can do.

It’s ridiculous.

 

[dioxide45]

There is nothing anyone can report about any pool concierge staff not enforcing the rule — because the current rule is blatantly insufficient.

An in-the-moment update for those following along, as my example:

The batch of 4 chairs (+ 1 umbrella + 1 table) beaide me right now that a dad (by himself) has been blocking from others for the entire day so far…
- Dad sat in the 4 chairs (3 unused) for hours
- then Mom eventually came, and Dad promptly left. The count: 4 chairs blocked from others, but still only 1 ever used
- Moments ago, Dad returned! It’s 1pm local time. For the first time today, there are 2 people using their 4 blocked-off chairs.
- And, at 1pm, 2 of their 4 chairs have never been sat in once today. One has a kid’s snorkel mask “reserving” it. The other has a single tiny tube of SunBum sunscreen reserving it.

3 of 4 chairs blocked from others but unused most of the day.

2 of 4 never have been touched — except for the towels and “props” being strategically placed.

There is nothing to report the concierges for. Unless the Hogs leave the entire block of 4 chairs unoccupied for 61 minutes, there is nothing they can do.

It’s ridiculous.

So what is your proposed solution? I provided some additional things they could do, but in your fit of rage you seemed to have glossed over them. Complaining here won't get you many results. Thus why @cubigbird suggested using the resort survey to let them know of the issues you faced.

@cubigbird mentioned additional problems that lead to this; pool concierges saving loungers prior to the people even getting to the pool.

 

[blahblah18]

…in your fit of rage…

Guilty as charged. Totally fair! I am very much raging.

So what is your proposed solution?

A great, and fair, question. Unfortunately I am not a hotel management professional. I am merely an upset and unhappy Westin customer.

Perhaps a system requiring check-in with a concierge to get any chair. Max 1 chair per body checking in with the pool concierge. Not the 4- to 8-chair-per-person free for all happening today.

Or have concierges monitor for seats that are never used — even when an adjacent seat is occupied by the Hog. “Use It or Lose It” frankly would be the best solution.

Or, my rage-induced suggestion early: decent people need rise up against the chair hogs. See a single flip-flop on an unused chair? Just fling it into the pool. See a tube of sunscreen reserving a never-touched lounger? Pick it up, and walk it to the nearest garbage can.

(In all seriousness, “Use it or Lose it” would be the best rule they could implement. But they would need more pool concierge, being more observant, doing more enforcement.)

Thus why @cubigbird suggested using the resort survey to let them know of the issues you faced.

I will absolutely share feedback with them through the survey. Unfortunately there’s nothing that will change this week while my family is trying to enjoy the resort.

 

[dioxide45]

Guilty as charged. Totally fair! I am very much raging.



A great, and fair, question. Unfortunately I am not a hotel management professional. I am merely an upset and unhappy Westin customer.

Perhaps a system requiring check-in with a concierge to get any chair. Max 1 chair per body checking in with the pool concierge. Not the 4- to 8-chair-per-person free for all happening today.

Or have concierges monitor for seats that are never used — even when an adjacent seat is occupied by the Hog. “Use It or Lose It” frankly would be the best solution.

Or, my rage-induced suggestion early: decent people need rise up against the chair hogs. See a single flip-flop on an unused chair? Just fling it into the pool. See a tube of sunscreen reserving a never-touched lounger? Pick it up, and walk it to the nearest garbage can.

(In all seriousness, “Use it or Lose it” would be the best rule they could implement. But they would need more pool concierge, being more observant, doing more enforcement.)


I will absolutely share feedback with them through the survey. Unfortunately there’s nothing that will change this week while my family is trying to enjoy the resort.

Your solutions make sense, but many people want to avoid conflict. Getting into a fight with another guest is not a way people want to spend vacation either.

 

[CalGalTraveler]

I understand the frustration. We're here now and pretty much stick to the smaller pool where the chair hog issue doesn't seem to be quite as bad.

If anyone wants to stop by for a tugger meet and greet, we're under the front row of pergolas at the small pool. 3rd one if you start counting from the main pool side. I have on a black/orangey bathing suit top.

Glorian

This sounds like a good overflow solution - and has shade. Great suggestion. I would be happy with this.

Enjoy your vacation. I look forward to visiting Lagunamar someday.

 

[cubigbird]

Guilty as charged. Totally fair! I am very much raging.



A great, and fair, question. Unfortunately I am not a hotel management professional. I am merely an upset and unhappy Westin customer.

Perhaps a system requiring check-in with a concierge to get any chair. Max 1 chair per body checking in with the pool concierge. Not the 4- to 8-chair-per-person free for all happening today.

Or have concierges monitor for seats that are never used — even when an adjacent seat is occupied by the Hog. “Use It or Lose It” frankly would be the best solution.

Or, my rage-induced suggestion early: decent people need rise up against the chair hogs. See a single flip-flop on an unused chair? Just fling it into the pool. See a tube of sunscreen reserving a never-touched lounger? Pick it up, and walk it to the nearest garbage can.

(In all seriousness, “Use it or Lose it” would be the best rule they could implement. But they would need more pool concierge, being more observant, doing more enforcement.)


I will absolutely share feedback with them through the survey. Unfortunately there’s nothing that will change this week while my family is trying to enjoy the resort.

The best solution is the pool concierge actually consistently tagging chairs and removing belongings after 45 mins as the rule states and not putting out fresh towels on chairs early morning before the towel shack opens. If institutions can monitor this with parking spaces and annoying parking monitors, it can be done with pool chairs. It just takes one person wandering the premises and doing the job. There should be no confrontation. “You signed the acknowledgement at check in.” Again, the current rule is not being enforced. It’s worth the strength in numbers mentioning this in exit and mid-stay surveys. Management wants happy owners, and if they get bombarded with this problem, it can be fixed.

 

[blahblah18]

A chair card system similar to towel cards may be a viable solution. 1 person, one chair, two people, two chairs etc.

Maybe, but it does appear that many around us have blocked off loungers for their young kids and toddlers — who have never and will never be using them. We haven’t even seen the people - ever - that all of these chairs are being held for.

Instead of a card, I would suggest that the person needs to be present in order to receive a chair. Instead of 1 card = one chair (like the towel system) … it should be one real, actual, living human being showing up at the pool in person = one chair.

As it stands now, any Hog can block as many seats as they want as long as they come back often enough to prevent the “unoccupied” rule from ever kicking in — which is ridiculously easy.

 

[dioxide45]

A chair card system similar to towel cards may be a viable solution. 1 person, one chair, two people, two chairs etc.

Maybe, but it does appear that many around us have blocked off loungers for their young kids and toddlers — who have never and will never be using them. We haven’t even seen the people - ever - that all of these chairs are being held for.

Instead of a card, I would suggest that the person needs to be present in order to receive a chair. Instead of 1 card = one chair (like the towel system) … it should be one real, actual, living human being = one chair.

As it stands now, any Hog can block as many seats as they want as long as they come back often enough to prevent the “unoccupied” rule from ever kicking in — which is ridiculously easy.

I don't know if you are actually quoting someone with regard to a chair card system as I couldn't find a previous message with the same text, I can vouch that this does not work. It is just a license for people to reserve more chairs than they need. 5 people in a room means 5 cards means 5 chairs reserved no matter what. It is a regular occurrence at Marriott's Aruba Surf Club. One person going down at the allowed time to reserve chairs with all the cards that they have.

I agree with the other proposal you mentioned as I said the same thing in post #2.

 

[WorldT]

If you are not in the pool or surrounding area that can be verified by the concierge, you lose your chair. Simple.

 

[blahblah18]

I don't know if you are actually quoting someone with regard to a chair card system as I couldn't find a previous message with the same text, I can vouch that this does not work.

Sorry, that was a suggestion above that I paraphrased. It is not a Westin policy. Just an idea shared here.

Agreed a “card” system for chairs (like towels) would not solve the issue.

 

[blahblah18]

If you are not in the pool or surrounding area that can be verified by the concierge, you lose your chair. Simple.100%.

Except each individual for each lounger needs to be present. Use It or Lose It.

(If all individuals are not required in some way to use the chair, it’s the same mess as today where 1 Dad blocks 8 chairs for the full day for who-knows-how-many people … who rarely appear and never bother use the seat.)

 

[cubigbird]

The chair hog rule solution exists. At check in, you are asked to read it and sign an acknowledgement. They simply just need to enforce it. Pool concierge actually needs to wander around, tag chairs, and remove items. It's simply not being done....at all. If the pool concierge isn't going to enforce the rule and do their job, lay them all off, cut the job, and let's save on the labor cost.

We were out at the pool today. I noticed one sandal on one chair and the other sandal on the other chair. What a joke. You aren't fooling anyone....Meanwhile, there were about 5-6 sets of belongings in the grass along the wall at the hot tub. Chairs need to be vacated if not used.

 

[blahblah18]

And to re-cap my New Years Day case study:

The Hog-reserved block of 4 loungers (plus umbrella plus table) next to us?

Dad had it all blocked off from other guests using it from before we arrived this morning (10am).

For almost the entire day, 3 of their 4 seats were never touched. It was mostly just him.

Dad stayed as the “guard” most of the time. Mom came, dad left, dad returned. They had a snack. Mom left - again.

Alas finally, just now - at 3pm, as the pool day is winding down! - the rest of the family finally arrived. The group was Dad, Mom and two tweens.

They never used all of their seats. Mostly just one. Never more than two. All. Day. Long. But they happily prevented other guests from enjoying the resort pool.

Meanwhile, we cringed at a regular parade of guests looking for (but never finding) available seating throughout our entire time here.

 

[cubigbird]

Let me ask the obvious question: Did you ask the pool concierge to do anything about it? Did any other guests approach the pool concierge asking for assistance? The pool concierge isn't proactively doing anything about it, nor are any guests asking the pool concierge or holding the pool concierge accountable. Record the name of the pool concierge and mention them in your survey. If management sees a trend, it might put their job on the line.

 

[blahblah18]

Let me ask the obvious question: Did you ask the pool concierge to do anything about it? Did any other guests approach the pool concierge asking for assistance? The pool concierge isn't proactively doing anything about it, nor are any guests asking the pool concierge or holding the pool concierge accounta

We asked the concierge for help. He said no chairs were currently available when we arrived at 10am.

He had us wait around until some of the chairs with time tags “timed out” — and then we had 2 chairs.

Then he found a third lounger for our family of 4.

My wife went off on her own and found an upright restaurant chair for us.

We tipped the pool concierge 200 pesos.

Without him, we would have had no seating at all.

 

[WorldT]

Except each individual for each lounger needs to be present. Use It or Lose It.

(If all individuals are not required in some way to use the chair, it’s the same mess as today where 1 Dad blocks 8 chairs for the full day for who-knows-how-many people … who rarely appear and never bother use the seat.)

That is what I meant. Each individual, not one individual for 4 chairs. Makes no sense that one person can stake a claim to 4 chairs for 60 minutes.