The Tribune

By NICO SCAVELLA

Tribune Staff Reporter

nscavella@tribunemedia.net

GUESTS eagerly anticipating the grand opening of Baha Mar yesterday expressed frustration that it has been delayed by more than a month and blamed the resort for waiting until the last minute to inform them of its plans.

More than 100 people, most of whom had made reservations to stay at the resort, took to Baha Mar’s official Facebook page yesterday to blast the mega resort for failing to open tomorrow as previously promised, also blaming it for compromising their vacation plans.

Some guests also took exception to them having to learn about the delay “secondhand through Facebook”, as opposed to a formal notification from the resort.

Robert Sands, Baha Mar’s Senior Vice President of Government and External Affairs, told The Tribune yesterday that the resort would do “everything” they could to “correct their situation”.

On Tuesday night Baha Mar officials confirmed that the opening of the resort has been delayed to “early May” due to ongoing construction work at the $3.5 billion property.

Yesterday, Baha Mar broke the news to its Facebook followers in a post that said that while it was “excited to celebrate this milestone,” it had to “face the reality that our current physical appearance does not reflect the spirit and heart of Baha Mar”.

However, a host of disgruntled registered guests criticised the resort for the delay.

One user wrote: “I’m sorry, what? For one thing … why am I finding this out secondhand through Facebook? Shouldn’t your registered guests, who’ve now had their plans cancelled, have been your first priority? This message claims that you’ll be reaching out shortly … when exactly is that? This is truly the death knell of good customer service, when serving your guests means posting a quick ‘sorry, our bad’ message on Facebook.”

Another wrote: “So many mixed messages. When we talked with you on Sunday, it was clear that the resort was ALL ready, just finishing some details with workers, restaurants, etc. This message makes it sound as if the resort isn’t even physically ready yet. We re-booked for May 16th - and to be honest - I will be shocked if it happens. 10 hours on the phone with airlines already - and I am hoping that May 16th doesn’t bring the same thing.”

Baha Mar responded to the majority of queries and concerns by saying: “We sincerely apologise for the inconvenience we have caused you. Please send us your contact details and allow us to connect you with our reservations team to take care of your travel arrangements and find the best solution for this situation.”

Additionally, when contacted yesterday, Mr Sands said: “We’re concerned about our guests’ happiness, and we will do everything to correct their situation.”

On Tuesday night Baha Mar confirmed the delay – about which there had been much speculation – in a short statement, which also criticised the performance of the lead contractor, revealing that work at the property had not met Baha Mar’s “standards of excellence” and was not acceptable. Baha Mar also said it had relied on statements from its construction manager and lead contractor when it previously announced a March 27 opening date.

The announcement came four days after Mr Sands, responding to media enquiries, had said the resort would begin a phased opening this week. Last Friday, he confirmed to The Tribune that only one hotel, the Baha Mar hotel and casino’s core amenities, entertainment and recreation areas would open to guests.

He also said that public spaces at the mega-resort’s three other hotels – SLS LUX, Rosewood and Grand Hyatt – also would be opening on March 27 and that those hotel rooms would “come online shortly after.”

The government has long touted Baha Mar’s opening as a key component of the country’s economic rebound. The resort is expected to create 5,000 permanent jobs.

When contacted for comment on Tuesday night, State Minister for Finance Michael Halkitis said the delay would not affect the government’s revenue targets, something that had been suggested by the Free National Movement Deputy Leader Peter Turnquest, who said the significance of the Baha Mar delay reflected the need to diversify the economy.

Baha Mar was initially expected to open last December but that date was delayed. In January, the resort said it would open its doors to paying customers in March.