Tuesday, I was checked in by Assistant Manager, Willie, as a VIP so he said I was eligible to pick a snack and drink for free. Thursday, I think her name was, Jennifer, she helped me with a new key card. She told me about a delivery housekeeping would bring later that day and she then added that since I’m a VIP that I was eligible for a free late checkout at 1pm on date of departure. The whole stay was fine until the night before departure when I asked for, but was was told but Assistant Manager, Willie, that I was not eligible for free late check out. I asked again the morning of checkout and I was told by Seren and another clerk that I was not eligible. I told all concerned that I booked through a third party.
So I cleared the room in a timely manner, before 11am and asked for a receipt from Seren. Seren then asked how my stay was and that’s when I reminded her of the miscommunication I experienced. She looked further into the situation/computer and finally said that I WAS eligible for free late checkout! She said I could return to room if I wanted to. However, my siblings and I had vacated the room already. Terrible last impression. I got denied a perk because I booked through a third party and there is some sort of glitch where special tier does not show up clearly. I was told I was VIP and the told I wasn’t. How disappointing to be misinformed.