There was a lobster dinner on the beach listed on the resort's app during our stay. When we looked at the event information, we did not see anything indicating that it was a private event, that it required a reservation, or that it came with a $250 charge.
We went to the dinner and checked in at the podium. The staff member there did not stop us or ask whether we had a reservation. Instead, we were told to go in and enjoy ourselves. Another staff member even offered to take our picture.
Because the other resort events we had attended were included, we naturally assumed this dinner was also part of our all-inclusive stay.
Imagine our surprise when we went to check out and were told that we had a $250 balance for the lobster dinner.
We explained that we hadn't made a reservation because we didn't know one was required, and nothing on the event listing had made it clear to us that the dinner was an additional charge. The receptionist seemed surprised that we had been seated without a reservation and initially told us to go have breakfast while he spoke with his manager about the situation.
The timing made the situation even more stressful because we had transportation scheduled and needed to leave the resort around 10:45 AM for our flight.
When we returned, we were told that we would have to pay. We asked to speak with the manager because we genuinely believed there had been a misunderstanding.
Unfortunately, that conversation escalated quickly. The manager accused us of simply wanting to eat free food without paying and claimed that we had told the staff at the dinner that we had a reservation. She also said someone had approached us during the dinner and explained that it was a private event and that we'd have to pay at checkout.
That was not our experience.
We tried explaining what had happened from our perspective, but we felt that the manager was not willing to hear us out. The conversation became increasingly uncomfortable, and we were ultimately told to either pay or stay at the resort.
At that point, we contacted guest services because we didn't want the situation to interfere with our flight. We explained everything and tried to get the issue resolved before we had to leave.
Eventually, the manager returned with a somewhat more respectful tone, but she continued to maintain that we were responsible for the charge. Ultimately, she offered to let us pay half of the original amount, which we did so we could leave for our flight.
We are continuing to work with guest services regarding the situation.
My biggest issue isn't necessarily that the dinner had an additional charge. If the event had clearly stated that it was $250 and required a reservation, we simply would not have gone. The problem was the lack of clarity in the event information combined with the fact that resort staff allowed us into the event without explaining that there was an additional fee.
I really hope Breathless updates the app so that guests can clearly see when an event requires a reservation or comes with an additional charge. That would prevent another guest from experiencing the same confusion.