3.8
Good
208 Reviews
200 Henderson Resort Way, Destin · 9.56 miles
“We just checked out from an eight night stay and overall we were very disappointed in our experience this week. We visited the henderson once or twice a year since our children were toddlers. Beyond financial support, we have been the most vocal champions of the resort for years. Not only have we consistently provided good reviews online, we have also brought siblings, parents, grandparents, aunts, uncles, and cousins to the Henderson. We wear the merchandise from the resort store year round. So when we booked this trip, we were excited as always. We paid for the premium gulf view room just as we did last trip, and were instantly disappointed with our room view. We did not have the pool/gulf straight on view like we did last time and is advertised on the website. Instead, we had a view of trees and only a partial gulf on the side. This is an unacceptable view when paying for the premium option. We called the front desk twice and kindly asked to be moved, or even notified if one of the better views opens up throughout the week. However, we were instantly shut down both times, being told there is absolutely nothing they can or are willing to do for us. So although we paid for the premium view for eight nights, we were never once able to enjoy it. We would have simply preferred courtyard view over what we had and saved the money. The way our concerns were brushed aside after being loyal customers for many years has made us question if we will ever return. Before posting this review I tried contacting management twice while at the resort and another five times since we checked out, having been ignored the entire time. On top of the room view, there were a lot of other concerning issues that we have never experienced at the Henderson. Our room was very beat up and in need of repair. The walls needed painted and the furniture needed replaced. The lights in the bathroom constantly flashed like strobe lights and everything in general felt unclean. There were leaks in the lobby, tiles missing in the pool, the showers by the beach were half broken, and the bathrooms by the beach were closed for an entire day. So we had to walk all the way back to the resort to use the restroom. The overall level of the service we experienced on this trip was not the exceptional customer service we have become accustomed to at the Henderson. No one helped us with our luggage, bar tenders at the beach weren't friendly, and overall we felt more like a number instead of a valued guest (which is what we always loved about the resort). There seems to be more focus and attention given to the condo selling expansion than the resort guests. There was also constant non stop construction noise for our entire trip - which we were not warned about upon booking. When you're charging these kind of prices, there are expectations that follow. One of my favorite things in the past has been the cheese quesadilla at the pool. Even that was a shell of its former self, with barely any cheese. I actually have a photo of the way it used to be compared to now. And I paid a premium for that just like everything else at the hotel. At one point I paid $22 for two popsicles at the pool. Again, these prices are acceptable when the overall experience matches like it has in the past. But that simply wasn't the case this week. As much as it pains me to say, my wife has been looking for different options for our next trip to Florida Lastly I would conclude that the overall care level from the resort staff was nowhere close to how it used to be. We went to a water balloon toss event that was a total joke. The staff had about 10 water balloons and zero plan. It lasted about 30 seconds. That was a good representation of the whole trip. Nobody cared about our room complaint, nobody cared to fix the maintenance issues, and the sense was that selling and expanding condos is the main focus now. We are going to have to take time as family and consider if the Henderson is going to continue to be a staple for our summer vacations.”
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