Open letter to Desire Management...

[EandV]

I just sent an email to Desire Management expressing some frustration, not because of specific policies, but rather because they don't seem to listen to their loyal customers very well. I will post when/if I get a reply. I mentioned in particular the apparent unpopularity of some of the current theme nights and the appearance that those theme night decisions are made without guest input. I also mentioned the seeming trend of closing sections of the resort for non-guest parties or events. I also think it's odd that Desire Management has only posted here about a dozen times and not in over 6 months. I start this topic not simply to complain, but because we love the place and want to see it be great for decades to come. The other guests are fantastic, the employees are the best and the amenities are terrific. Some of the management decisions could be better. There doesn't seem to be a topic designed to say "Management LOOK HERE!" So I started one. Please add your feedback so we can keep this place we all love great!

[westcpl]

Great topic!!
Let me be the first to comment on what almost everybody has already commented on: the music.
Whether it be by the pool or in the disco, it sucks; plain and simple.
Last time we were done at Pearl, we met with the activities director, and expressed our frustration over the choice, timing and volume of the music.
She said it was something management was looking into, but from what I have read, little has been done.
I truly don't think management cares about our concerns. They should.
Without us, there would be none of them. We make the place, and if it doesn't improve, then either something else will open up, or people will find some other place to go to.
Unless they are at 100% occupancy each and every day, they have room to improve. That should be the creed of every business.

[werfun]

As much as I hate to say this but email or letters to the management of the Desire Resorts aren't going to do any good. They are only going to the people that caused the problem to begin with and if you get a reply back; it will thank you for bringing it to their attention and that they will look into it. If you hope to change something you need to contact the owners; who is listed as Original Resorts Then maybe you will get a answer but I wouldn't hold my breath waiting. I am sure that the management at each resort is just like the upper level management in this country, make a profit and don't make any waves and then you are golden. Perhaps the need to send someone to the resorts undercover to see what is really going on. Sort of like the TV show Undercover Boss where the CEO of different companies goes as a new employee to different stores to see what is really happening and not relying on reports from the stores management. And they are really surprised at what they find out. Most people want to make themselves look good to their bosses even if it means telling LITTLE WHITE LIES to their supervisors.

[J&V]

This thread caught my attention. I agree sometimes local management has a tendency to gloss over complaints or customer suggestions, especially if they believe implementing the suggestion would affect the bottom line. These resorts are premium experience locations, perhaps mounting a social media campaign would get the attention of Original Resorts. Certainly music choices, or volume can't be hard, or expensive to modify to meet the customers desires.

[Jndesire]

I you want quick changes in a resort, the only effective way I know is to post on TripAdvisor. It is read by the boss, by the boss of the boss, by the owners etc.

[SLINON]

That's what we did...posted on TripAdvisor and all of our comments were completely ignored by the management. They will only respond to positive reviews or maybe one negative thing that someone has said. We complained about the music at Pearl and in our review stated that the music at Pearl is such a buzz kill...actually you can't even get a buzz going with elevator music playing! It's the kind of music that you might listen to if you just wanted to fall asleep and nap! It was so awful and loud and the same loop kept repeating...ALL DAY, EVERY DAY. This and another thing that was so bothersome that we brought to the attention of the Pool Concierge and our butler was the Smoky BBQ they had on from 12:30 - 4 pm or so each day. If you sit anywhere in front of the lunch restaurant, you will get smoked out from the BBQ. The smell was so overpowering that it was making me feel sick to my stomach. When we brought this up to anyone that would listen, all we did was suggest that they should put it around the corner since there are no outside tables anyway. Everyone agreed as they were squinting their eyes against the strong smoke that is would be a good solution but nothing happened.

We ended up going to Desire RM for 3 nights and had to return to Pearl for our last night. We put our comments on the survey you complete when you leave and on tripadvisor.

There were so many people complaining about the music at Pearl it isn't funny! What is their problem?? Why can't they listen. We are so ticked off at this and other issues that fell on deaf ears ....AND the ridiculous pricing for March 2014...$653 for a garden view room at RM....we ended up booking at Hedo II for 11 nights. We are really unhappy with the treatment we got and also with the very pushy timeshare people that will barely take no for an answer.

[EandV]

These are some great thoughts...glad to see this thread being used...now we just need Management to look at it (and maybe even comment)...Wayne (Coke) do you know if they look at the forums at all?

[werfun]

As long as people keep coming and a profit is made they have no reason to change things. If the things that I keep hearing about how Hedo 2 is changing and the new owners are trying to upgrade and improve their image is true then it might start giving Desire a run for its money. If the room rates keep going up and the problems that forum members talk about aren't settled then they may begin to loss customers. The way that room rates have gone up we may look to going to someplace in the South Pacific, in our case it isn't that much farther since we live in Hawaii and it takes us a day of traveling to get to Cancun anyway.
Would hate to see something like that happen to Desire as we love the Desire that we know.

[tommer]

As we all appreciate what CokeMann does with this blog and his possible "connections" with management, I hope that perhaps he will make mention to management to at least read some comments being made. I would like to think that management occasionally reads the Forums and takes note of what they need to do to retain its customers. We love Desire, but if some things don't change (something as simply as music), we may begin looking at other options for our vacations.

[eddieandjojo]

We'll be there in 65 days or so and plan to have a chat with Martin and Patricia (owners daughter). I will bring these issues up and report back....

[EandV]

Thanks Eddie & Jojo...anything anyone can do should help...no one is looking for miracles ...just that they pay attention to some little stuff (music, theme nights, etc.) that would be easy to address. tommer, great pic btw

[EandV]

Oh, and since we're asking for things (it is almost Christmas after all)...how 'bout that bowl of condoms in the playroom and Jacuzzi area that everyone keeps bringing up? That would be a cheap and easy (not a pun) item that would make many happy!

[bill_monica]

I knew a significant price increase was coming the day they closed DLC.
Posted on the forums then, but is sad to see it coming true, same time with the quality of services starting to go down. We're already booked for our yearly vacation in April ( instead of too pricey March) and will see how things are going.
We also started looking at alternatives as we all know is not good to rely for too long on a single supplier

[westcpl]

We also started looking at alternatives as we all know is not good to rely for too long on a single supplier

I entered "Cothing opitional resorts" into Yahoo and Google today, and quite a few turned up.
One thing I wouldn't mind putting together is a take over with the Terra Cotta Inn in Palm Springs. Don't know if the owners would be willing to let something like this happen, but another place for theme nights and C/O must exist.
Lets keep the ideas flowing people. Considering how much we are paying, they should be seriously listening to our concerns instead of brushing them off...

[SLINON]

I totally agree...they need some more competition.....in our view anyway, keep them on their toes to provide what the customer base is requesting. I don't believe what we are asking for is of great cost to implement, C'mon Desire, Stand up and address all of these concerns or you will lose valued customers.