Disappointed
What a disappointment. After years of recommending LaFitte, I can no longer do so. My family and I are loyal customers who have been going to LaFitte for years at Christmas and Spring and knew it was never a 5 star resort, but loved it for the warm service and great atmosphere. This year after hurricane Wilma swept through we hesitantly kept our family reunion plans to go to LaFitte for Christmas and New Years after being assured everything would be up and running to standard. Besides, the reason to go to Lafitte is not the facilities, it was the well-known service provided by long-time employees.
What a mistake we made.
The legendary Lafitte service was disastrous (with the exception of Jesus, Victor, and our maid.) The on site manager, Luis and his front desk staff seemed baffled when we made simple requests for items which they normally customarily supply: beach towels, refrigerators, hammocks and water. They did not provide refrigerators until we outright begged them, and even though our party of 10 had 4 rooms, only 2 empty mini-fridges were very reluctantly supplied. Gone was the minibar service in each room or even adequate water supplies. The weather was in the mid to high 80's yet when we asked for more than 2 bottles of water per room per day they initially refused for 2 days but relented after many guests' requests. At breakfast during normal operating hours they prohibited any guests from entering the dining room when a certain family was in it, we all had to wait outside the locked doors until they finished. The headwaiter always seemed a little surprised to see us looking our table for 10 at meals, even though we were there for 8 days. There was an outbreak of tourista after the "Mayan Buffet" which affected many guests (altho after a few days they did call in a doctor.) The shuttle to town was non-existent, the kayaks were gone, the dive shop was closed, the pool leaked and was not filtered nor treated with anything other than a bucket of seawater, there were no hammock palapas for shade, etc ... In regards to the physical premises, the reading/coffee room is gone, the game room is gone, half the dining room is gone, the beachfront rows of duplex and single casitas are gone and the former Kailuum hangs in tatters. The Lafitte websites still post pre-Wilma photos and do not accurately represent the resort in its current state.
All of the above physical changes would have been bearable if they would have warned us or offered a "post-Wilma loyalty discount" if you will. But the poor level of customer service at LaFitte cannot be blamed on hurricane Wilma.
We were charged full price, we are NOT high maintenance folks, yet we felt as though we were resented when we made simple requests, and as a result my family and my siblings' families will not be returning to this once very service-oriented resort. This decision was cemented when our written comments to Lafitte's general manager Luis and the owners were absolutely ignored. An intermediary from Turquoise Reef group wrote and thanked us for our feedback but nothing in the way of an apology from Lafitte was extended. My hope is that Lafitte take to heart ours and others' comments which surely have come their way and work to resume their superior level of customer service.
A further warning to those of you seeking LaFitte's legendary peace and quiet:
Lafitte has sold off the beaches immediately adjacent to either side of the property: where Kailuum was to the south; and to the north where the afternoon soccer games were played. This will leave LaFitte with a much reduced strip of beach when development begins February 2006. Unless you enjoy the sounds of construction and wish to be treated as an annoyance surely you will want to look elsewhere for your relaxation.