Out of date property listings and poor customer service
I used this service on a girls trip and the overall experience was disappointing.
We rented a cabana at a property on the beach only to find out that several of the inclusions were no longer available. I followed up with resort pass customer service who asked if we spoke to the hotel. Which I mentioned I had in my original email. After that, there was no response from resort pass. Find a hotel that will work with you directly so that your concerns will actually be dealt with onsite and in a timely manner.
We rented a cabana at a property on the beach only to find out that several of the inclusions were no longer available. I followed up with resort pass customer service who asked if we spoke to the hotel. Which I mentioned I had in my original email. After that, there was no response from resort pass. Find a hotel that will work with you directly so that your concerns will actually be dealt with onsite and in a timely manner.
Show less
Response from developer
We apologize for the disappointing experience you had during your recent girls' trip using ResortPass. It's disheartening to hear that some of the inclusions were not available as expected and that you didn't receive the level of customer service you deserved. We strive to ensure seamless experiences for all our guests, and we regret that we fell short in this instance. Your feedback is incredibly important to us, and we will use it to improve our processes and communication. We appreciate your understanding and hope to have the opportunity to regain your trust in the future. If you have any further concerns, please feel free to reach out to us directly.
Absolute scam!!
The whole concept is great. The execution is poor. There is no real customer service. The love chat is never on. It takes close to two days before receiving a generic email of “we’re working on it”. ABSOLUTELY NO TRANSPARENCY!!
I booked an upgraded room, when I got to the hotel they told me they couldn’t find my booking, then I was told I couldn’t check in until 3pm even though my reservation was for 9am. Finally they told me that they did not have the premium room to give me, and that they could only give me a standard room. I asked about being refunded the difference of the room. I was told that I needed to contact ResortPass since I booked a third-party the refund would need to come from them. After contacting ResortPass for three days I finally received a response and was told that it’s the hotels discretion as to whether or not, I would ever receive a refund. I called the hotel spoke to hotel staff and was told that they do not issue any refunds for anyone that books through a third-party app.
Before anyone considers downloading and using this app, I strongly suggest you do a quick Google search on ResortPass reviews and you will quickly see that under the Better Business Bureau they have a two star rating and all of the concerns on Better Business Bureau are not being refunded or being overcharged.
I wish I had did this before I made the mistake of booking through them.
I booked an upgraded room, when I got to the hotel they told me they couldn’t find my booking, then I was told I couldn’t check in until 3pm even though my reservation was for 9am. Finally they told me that they did not have the premium room to give me, and that they could only give me a standard room. I asked about being refunded the difference of the room. I was told that I needed to contact ResortPass since I booked a third-party the refund would need to come from them. After contacting ResortPass for three days I finally received a response and was told that it’s the hotels discretion as to whether or not, I would ever receive a refund. I called the hotel spoke to hotel staff and was told that they do not issue any refunds for anyone that books through a third-party app.
Before anyone considers downloading and using this app, I strongly suggest you do a quick Google search on ResortPass reviews and you will quickly see that under the Better Business Bureau they have a two star rating and all of the concerns on Better Business Bureau are not being refunded or being overcharged.
I wish I had did this before I made the mistake of booking through them.
Show less
Zero Customer Service
I used the App. Made a reservation. Then 3 days before the canceled it, and refunded my money. Not a big deal. I am sure there was an explanation. Yet, you can’t call them. Their live chat isn’t working or not set up. Sending their “concierge” a message gets no response. So I like the concept, but obviously it’s just a computer generated reservation app. They seem to have no interest in even the minimal amount customer service. So just keep that in mind. I wouldn’t book anything that you didn’t realize it could be cancelled and anytime, with no explanation.
Show less
Great idea!!!
We used the resort pass for access to the indoor pool at a hotel near me. My daughter has been taking swimming lessons and wanted to practice. We have a pool at our apartment but since it’s winter and it’s not heated we can’t use it now. This was such a fun time. She got to swim and I got to have cocktails and snacks by the pool. Great idea for a daycation.
Show less
App doesn't let you access store credentials in iPhone Settings
This app has a major problem--it doesn't let you choose your email login credentials from your saved passwords list in iPhone Settings. I had to look up my login credentials, copy and paste my email and password manually into the Restort Pass app. People have so many apps and Hide My Email lets us use hundreds of different anonymous email addresses. It is impossible to memorize all those email addresses and passwords. Please let us access stored credentials on our iPhone, it would make this app so much easier to use.
Show less
Response from developer
Hi, 66thparallel - We appreciate the feedback and apologize for the inconvenience. We're going to share your comments with our team. Thank you. - Jason
Love the concept
Very happy with the app, great concept. I will definitely be utilizing this regularly, but one suggestion… in the next update, give us the ability to save the places we would like to visit later. I hate having to screenshot everything and there are hotels that I want to remember to visit so a like button or wishlist would be very helpful.
Show less
Amazing App & Wonderful Customer Service
This app made it super easy booking a cabana to celebrate my daughters birthday! I did notice a glitch in the app that put my reservation in the “past trips” instead of “upcoming trips”, but when I notified them of this error they immediately had someone reach out and fixed it within an hour.
Great!
Fantastic opportunity to enjoy resort life! I used 6 resorts so far and everything worked well. App is easy to use and when I needed help from a representative they called me back and everything runs smoothly!
Well designed app
Easy to use. All the information you need about each property. Used app for two passes for two properties and everything went very smoothly. Would highly recommend this app!
So helpful!
I’ve used the app twice now in the two weeks I’ve downloaded it - once in Miami Beach and once in San Diego. It’s so helpful when you need something to do but didn’t necessarily plan weeks ahead. Highly recommend. All the properties I’ve been to have been really accommodating and friendly. The Confidente in Miami Beach and Town and Country Resort here in San Diego.
Show less
