4/10 Poor
Sandra
Travelled with family
16 Aug 2024
Liked: Cleanliness, property conditions & facilities
While the facility is lovely and well maintained I unfortunately tripped on a twisted rubber mat at the entrance to our building and broke my arm in two places. When we reported it to reception, their advice was to call a taxi and go to the hospital. At check out we again reported the accident and the response was "oh well, it can happen on vacation or not on vacation". There was no concern, no offers of assistance, and no follow up. From home, I contacted the management and after several weeks the response was essentially that they had received no report of an accident, all of their mats are secure and they have received no complaints. I interpreted this response as at first, denial that the problem existed and secondly, they had no responsibility at all for the accident. My intent was not to create difficulties for the facility but to alert them to the potential problem for others and to alert them to the ineffective response of the staff. While their response assured me that guests' safety of concern to them, their response to my injury did not support this claim. There are so many options for places to stay in Aruba; I would suggest trying to find one that does take guests' safety seriously and accepts responsibility for that safety as much as possible
Sandra
Stayed 5 nights in Jul 2024
