Avis Charlestina Beach Resort

With regard to your review of your stay at Charlestina Beach Resort, we consider the review misrepresents the facts.Firstly Carole made her reservation via Expedia Hotel Collect on the 3rd April 2024 some 26 days before her arrival.Her card was charged the morning of her arrival, payment taken in accordance with our agreements with Expedia.The man who accompanied Carole Jeffries, a former tour agency driver known to us, called our reception whilst on route requesting to cancel the reservation. He was told to contact Expedia to make the cancellation, but on learning that Carole would forfeit the prepayment they decided to come and to stay.The following day, the 30th April, at 11.34am her driver called the reception with a request to extend her stay for one extra night. We accepted the request.At this time the Electricity Company of Ghana Ltd shut down the power supply:- please note that the electricity company is rationing power with shutdowns of up to 12 hours virtually every day. At that time we were carrying out essential maintenance to our standby generator so power could not be changed over. We notified all our customers that their would be power shutdown of 1 to 2 hours while the engineers work on the generator maintenance.Carole made complaint to the receptionist about the power outage to which our receptionist apologized and explained the circumstances. Her driver then requested discount for the extra night's stay and was told that a discount had already been applied.They were not satisfied with the discount that had been offered and decided to check out. This was already 35 minutes past the 12.00 noon check out time. Carole requested an extra one hour to pack, she was granted to 1.15pm to leave the room, free of charge.The only knowledge we have of their vehicle breakdown was a dropped comment from the driver when he called to cancel the reservation while on their way coming to the resort. Their car never came to our premises. Another car came to collect them when leaving.As for soap, all our rooms are provided with the same standard issue. If it was not enough a simple request to the reception was all that was necessary to procure.Our staff and general manager are competent to respond to our customer needs.It seems Carole's driver aggravated her stay at the Resort because he had earlier searched for a commission from us for himself during an earlier call he made to reception on the 19th April. He was told that we often pay commission to drivers/tour guides that bring customers to us on their own account. At that time he did not disclose that he was accompanying Carole. It was on their arrival at the resort that we learnt that this particular driver had accompanied her. His request for commission was refused because Carole had booked her stay directly with Expedia 26 days before and that it is to Expedia we pay the commission for the service they provided.