I recently stayed six nights in a suite with four adults. Initially, the staff was very responsive to our needs—providing extra towels and soap, addressing a leaky shower, and helping us secure scooters.
Unfortunately, my experience declined significantly after checkout. I realized I had left my blow dryer and two styling brushes in the room and called immediately. I was told to call back the next morning so housekeeping could arrange shipping the items.
After that, it took multiple calls to management to get any information, only to be told that nothing was found in the room. I felt completely ghosted—there was no accountability from management, and promised callbacks from staff and management never happened. I had to repeatedly follow up myself just to get a status update.
While the items themselves may seem minor, they did not simply disappear. They were either discarded, removed, or stolen, and the lack of communication and ownership was extremely disappointing. I am still waiting for a call back from the general manager after my last conversation.
This level of customer service is unacceptable, especially in the hospitality industry. Due to this experience, I will not be staying at an Opal property again.