Rebecca M.

Reservationist allowed us to check into a room at 9am- great! We were checked into the Versailles Tower- stayed at FB many times and 3 times in 2023 never stayed in Vesiailles Tower but ok. Elevator nonworking. Waited at reservations for another 20 mins to be told its likely the battery in the elevator key swipe, reservationist rekeyed my card and asked us to track down security to let them know to replace the battery. OK. Card continued to malfunction and we could not find security. Another guest helped us get to our floor. NO hot water in Versailles Tower. Engineering came up investigated and stated he was unable to solve so he would send someone else. By morning no one else came. Called management, stated we could change rooms and bell person would be up with our new keys to assist us to new room. We waited a bit and called reservationist who stated they forgot but Bell person was on their way. We waited in our room for over 2 hours by this point but no-one came. Took our luggage to front desk so that we could start our day and was informed the internet was down and no keys could be provided. Not too long after we were moved to Chateau Tower and welcomed the nice hot shower. Went to beach came back to change for an evening out... no hot water. Took a cold shower, called management. Management sent an engineer to room who was unable to help but stated would have management called. Managment never phoned us. Fours days, one room change, several hours of stop start to vacation and no hot water.
Upon check out the manager Alex offered to remove hotel fees and incidentals - by the way in room dining took over 1 hour food was cold and served in carry out and paper bag. It was a generous offer but not sure if it made-up for 4 days of cold showers. Happy to accept the offer as nothing more could have been done. Requested a foilo with a zero balance but hotel insisted they could not provide that.

Returned home to find 2 days after our checkout Fontainebleu billed my card for an additional $91.00. Of course I called and spoke to Farhan Rafiq who tells me his is the Director of Front Office Operations but could not remove the charge that was made 2 days after our check out? Go figure?

We were told by the staff that FB has new management. The staff did not speak fondly of the new team. We visited Aqualina for a day of spa services - chefs kiss. One of the team members at Aqualina informed us that he is a former employee of FB and his brother is currently an employee of FB. He did not have a favorable opinion about the operations at FB.

Apparently, thumbs down for the new management. Or perhaps, Aqualina is a better fit for our travel appetite.