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Terrible Stay at the Mafolie Hotel

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Terrible Stay at the Mafolie Hotel

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(@laser110)
Posts: 16
Eminent Member
Topic starter
 

Hello. I am new to the forum ( glad I found it) but grew up on St. Thomas during the 80's. Been back a few times on a cruise with my wife and recently spent a few days at Frenchman's Cove (and bought) and had a wonderful time. We were only allowed to stay at Frenchman's Cove till Wednesday since we were on the "preview package" and since we wanted to make a week out of our trip, we decided to stay the extra days at the Mafolie. At least that what's our plan was.

Below is a e-mail I sent in response to the Mafolie after they sent me an e-mail hoping we had a wonderful time. My intention here is to let people know about the poor customer service. I know some will see this a help, others will see as I am just complaining. See it for what you will. I hope to make more positive contributions to other posts. BTW ,I sent the reply and it came back as Mailer Demon (i.e Undeliverable) I called the Mafoile to let them know. The girl who picked up, probably the same one in letter I reference since her voice sounded familar, said she knew there was a problem, but if I e-mail it to her she would pass it on. She gave me her e-mail address, to date we have yet to hear a response.

Scott

Mafolie Hotel,

We can't beleive you sent us this e-mail. We were at the Mafolie on Wednesday May 28th and we can honestly say it was the first time We ever left a place in the middle of the night (literally).

Let me recap some of our reasons why we will never come back too, nor recommend, the Mafolie again. First, when we booked the reservation online we requested a balcony room, if availalble. When we got there a family was checking in right before us. I even held the door for them to your office. They checked in and we proceeded to do so. We had requested a suite and one with a balcony. I asked the girl who was checking us in about the balcony and she replied "Oh I just gave it away to the people before you, If I had known I could have given them the room I have for you." If she had known? It was on my reservation request, obviously that means nothing to you. What if my request was a more sereious issue like a specific allergy? You obviously don't read them.

Reason # 2 We get into our room and begin to unpack after an afternoon of hanging out by the pool. My wife discovers the remote on the TV doesn't work. I bring the remote to the office where they change the batteries. No big deal this happens. I return to the room and the remote is still broken. I call the office and they said they will send Adam right over to fix it. Adam is a no show after 30-45 minutes so we leave the room to go to dinner.

Reason # 3 We return from dinner to discover that our room key doesn't work. When I left I locked only the bottom lock. The key opens that lock, but not the top lock.It appears Adam did come during our time away and locked both locks. Another trip to the front office. I again spoke to the same girl who checked us in, and she follows me to our room with another set of keys in hand. I try my keys again and she agrees they don't work on both locks. She tries her keys and they work as they should. Shouldn't both sets of keys work? Seems to me you have a security issue. She exchanges my keys I had earlier with her set.

Reason #4 ( The straw the broke the camels back) About 10:45PM we were sitting in our room watching TV when the power goes out. We went from a brightly lit room to utter darkness. I grew up part of my life on St. Thomas so I know power outages are not uncommon, we even had one a few nights earlier while eating dinner at a restauarnt. My first reaction was to get out of bed took look out the window and see where else on the hill the power is out. To my surprise, I see nowhere the power is out and the pool and the rest of the hotel are lit up as if nothing happened.

I leave my wife sitting in a pitch dark room with only the light from my cell phone to go to the office. I arrive and Iam greeted by 3 men. One who is older, has blood shot eyes as it is evident he was drinking, the other two younger are in their early 20's. I explain my power is out and I am in room 109. The first thing they say is it's not their fault and that the generator kicked on, but that room is not hooked up or on an generator. How do you run a hotel with only parts of it on a generator? They said my room is on "Street power" but even on the street nothing appears out. They begin calling VI Power and Light with no success. They then offer a flash light after fumbling around for 5 minutes with batteries that were suppose to be new but only provided a dim light. The blood shot eyed man upon handing me the light also pointed that I have a hand crank if the batteries die.

What I supposed to do with a flashlight? I returned to the room beyond pissed off and told my wife we are leaving. By flashlight I found a St. Thomas This Week magazine and the hotel listing. After a few calls, I was able to find room at the Frenchman's Reef for the remainder of our 3 days on St. Thomas at a cost of $289 plus taxes a night! a lot more than I had planned to spend.

We literally packed our stuff up in the middle of the night ( it was now 11:15PM) in the dark via the light of a flashlight and my cell phone. I returned the items to the front desk ( keys, flashlight) and checked out, making the 15 minute drive to Frenchman's Reef arriving after Midnight.

We have now told this story to others we met on St. Thomas, as well as friends and family back home. I have also put the first nights charge that was charged to my card prior to our arrival in dispute with the credit card. We come back to St. Thomas often ( at least once a year) and will never stay or recommened the Mafolie again to anyone.

One final note, although this had no bearing on us leaving we thought the following two issues were absurb. The first was the charge for a safe key. Yes, it was minor $2 a day and we perfer to keep valuables and jewelery in a safe. But, to charge for something that is provided free even at a Motel 6 is just leaves a bad taste with us. For $170 a night plus taxes I think you can forego the $2.

The other was the note on the air conditioner unit that if we left it on while out we would be charged and additional $10. St. Thomas days are hot. After a day of the beach, sailing , shopping etc. it is enjoyable to come back to a cool hotel room and relax. We are on vacation and that's what we were there to do... relax. Which means leaving the air on. Not wait to have the room be the same 85 degrees as we are and then wait 45 minutes to an hour for it cool down to a comfortable level. We understand energy costs are higher these days. We would rather have that $10 built in our rate, by raising it another $10 then to tell it to us on a note taped the air conditioner unit. Very unprofessional.

 
Posted : July 18, 2008 10:36 pm
(@stt-resident)
Posts: 3316
Famed Member
 

laser10: I really am sorry to hear about such a bad experience and I honestly hope that the personnel at Mafolie will respond to you in timely fashion in an effort to both assuage your angst and at least explain what exactly went wrong and what they're going to do to ensure that it won't happen again to another visitor.

Of course there are some visitors who complain about everything but, from your recounting, you appear not to fall into that category.

As to your last two points I have to somewhat disagree. On the $2/day charge for the room safe, that does seem a little bit of overkill but then I'm not familiar with other VI hotel policies on that score so I'm in the middle there.

As far as the AC is concerned, I believe that might be pretty much the norm. It doesn't take anywhere near 45 minutes to an hour for the room temperature to cool if the AC unit is maintained and working properly. More like 15 minutes max. Our WAPA bills have just increased by 22% and that's only the beginning! It's not uncommon, for instance, for villa owners to post reminders all over the place reminding visitor tenants to not only conserve water but to conserve on AC usage as well.

Obviously I can't apologize for what you experienced but as a 25 year resident and 12 year business owner I nonetheless feel almost compelled to do so because this is my home and it really does bother me when I read a post such as yours.

Please do let us know how this all pans out. Mafolie has gone through several changes of ownership over the years and, again, I hope they'll properly respond to you. Cheers!

 
Posted : July 18, 2008 11:51 pm
(@vi-lover)
Posts: 519
Honorable Member
 

We stay at the Mafolie each trip for at least a night, and normally 2-3 before moving to our villa on STJ. Your experience was very unfortunate - a series of "smaller issues" each one adding frustration until it became too much for you. So sorry your vacation had to include such an incident.

We've not had any of the issues you described - except the power outage (during halftime show of the Super Bowl - darn it!). On the contrary - we've found the folks there to be very gracious with their time and advice. The rooms are, indeed, entry-level - but that's exactly what we expected for a value-priced hotel on the island.

Thanks for sharing your experience - everyone's opinions and reviews are helpful to the readers here so they can make their best decisions on future stays - it's important that we express both the outstanding and unfortunate occassions.

VI

 
Posted : July 19, 2008 9:29 am
(@Pattypan)
Posts: 1
 

Hello Scott,

I totally see your point and you are totally righteous to be outraged.

except for the electricity. I think the $10 was just an attempt (probably not the best way to go about it, but an attempt) to get guests to think about electricity.

the cost of electricity has changed since you were a boy. The VI pays the HIGHEST electricity rate in the US--by a wide margin. I can tell you from personal experience with guests that there is NO WAY to build the cost of Wapa into the rate for us with lower priced units. No way. Unless you are the Frenchmans at $289 per night, or the Ritz at $1,000.

Expecting to leave the A/C running all day while you are at the beach is unreasonable in a room priced at that level. I have been in many lower priced hotels over the years, mostly in Puerto Rico, with a similar policy.

Best wishes for more enjoyable stays!

 
Posted : July 19, 2008 10:53 am
(@ronusvi)
Posts: 1134
Noble Member
 

I add 7% to my room rate as an energy surcharge.

 
Posted : July 19, 2008 11:44 am
(@east-ender)
Posts: 2023
Noble Member
 

Scott:

Welcome back to the Rock. I have to say I am surprised that you lived here in the 80s and didn't know that random power outages are a way of life. I am sure you remember that energy was/is very precious and one doesn't leave the air conditioner on all day. Remember water conservation? ("If it's yellow..?"))

You might want to try calling or sending a registered letter to the folks at Mafolie. While people in the states are accustomed to doing all business on the internet, it isn't quite as common here.

I, too, am sorry you had such a bad experience and hope that your timeshare experience is better. 🙂

 
Posted : July 19, 2008 11:45 am
(@promoguy)
Posts: 630
Honorable Member
 

Given the WAPA bills, I really wonder how much green vs cost of doing business these villa owners are putting into their pocket.

Pay this, pay that, pay those, pay them, pay whom, pay who.

 
Posted : July 19, 2008 3:07 pm
(@laser110)
Posts: 16
Eminent Member
Topic starter
 

Eastender- Thanks it was good to be "home' I know the power is precious, but if they were wiling to charge me the $10 I have no problem with that. Calling it an energy surcharge etc whatever. The point was we thought it was tacky to have hand written note taped to the A/C with a warning as if we are children. I know electric costs in the USVI are high, I fully understand, it was how it was presented and not what was presented is what irked us. I like RonUSVI's idea and would be totally cool with that. BTW Ron where is your place?

Scott

 
Posted : July 19, 2008 4:28 pm
(@ronusvi)
Posts: 1134
Noble Member
 

Down the hill, to the right, The Crystal Palace, on Synagogue Hill.

 
Posted : July 19, 2008 6:48 pm
(@promoguy)
Posts: 630
Honorable Member
 

And he doesn't charge anything extra for reading you and the family to sleep. Not even a surcharge. That's the kind of guy he is. And Ronnie if you're reading this please don't take this wrong but you definitely could have put a little more energy into your reading of Goldilocks.

 
Posted : July 19, 2008 7:12 pm
(@ronusvi)
Posts: 1134
Noble Member
 

Silly bald headed dude! Too bad they didn't hold you when you tried to reenter the country!!

 
Posted : July 19, 2008 7:16 pm
(@promoguy)
Posts: 630
Honorable Member
 

Sorry Ronnie, they weren't that quick. One of the nice things was that one clears immigration and customs in Shannon. Here's the view I had when I got up in the morning. This bald headed dude is in love with Ireland.

 
Posted : July 19, 2008 7:26 pm
(@stt-resident)
Posts: 3316
Famed Member
 

And, promoguy, did you yet have the name change to "Liam" as you led me to believe was to be effected?

 
Posted : July 19, 2008 7:30 pm
(@promoguy)
Posts: 630
Honorable Member
 

Yes my sweet lady. The next time we meet it will be Liam, the nice man formerly known as promoguy. And as for you English.....well, well, well................but I know you weren't around during the reign of Queen Victoria so I can't pinpoint any blame on you. On the other hand, if I thought that your ancestors were baddies who were with the likes that Cromwell fellow.....well, I shall never tip a glass with you again.

Failte

 
Posted : July 19, 2008 9:28 pm
(@hallie1)
Posts: 50
Trusted Member
 

And he doesn't charge anything extra for reading you and the family to sleep. Not even a surcharge. That's the kind of guy he is. And Ronnie if you're reading this please don't take this wrong but you definitely could have put a little more energy into your reading of Goldilocks.

LOL! That's funny!

hallie1 (aka pjayer @ VIOL)

 
Posted : July 19, 2008 9:51 pm
(@stt-resident)
Posts: 3316
Famed Member
 

Liam, old chap, oi'll be the one wearing the orange at our next meet and we'll see if we can't get some orange sails on that little boat...oh begorrah!

 
Posted : July 19, 2008 10:52 pm
(@chris-at-work)
Posts: 1138
Noble Member
 

ROFLMAO

Orange...classic. I use that one on my mother-in-law every year on St. Pats. to keep her honest.

 
Posted : July 20, 2008 7:37 am

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