We (three couples) booked rooms in March and was told that a free day's Catamaran cruise (Hol Chan snorkeling, Caye Caulker) would be included. Also had BYC book local flights and paid for everything in full also in March. My wife and I paid with our CC and the other two couples paid for both of their rooms and flights with one CC.
When we got to Belize City, Maya Air said that my wife and my tickets had not been paid for even though we had a confirmation email from BYC. We had to pay for the tickets again.
Once at BYC we were told that the restaurant was closed, the fitness center was gone and that all of BYC's boats including the Catamaran had been moved because it is hurricane season. When we asked about the promotional day's sail we were told that they would give us free breakfasts instead, but with no restaurant that never happened? When we asked that they give us a credit at the bar (the current internet promotion) they flatly said "No" and no apology was made.
They also said that one of the other couples had not paid even though both of their rooms were paid with the same CC. Luckily Mike had brought along copies of everything, including his CC bill showing the charges. But even with the proof it took 20 min to convince them that the rooms were paid for. Again there was no apology for the mix-up.
Add to that that we had no hot water for at least three days with no explanation or apologies, an A/C in one of the units that wouldn't cool, dredging (sand pumping) in front of our rooms and construction beside, and a general lack of concern by the front desk staff.
Prior to checking out were told that they would refund my CC for the cost of the second set Maya tickets, but so far I haven't seen the credit.
It's really a shame that they don't have better customer service skills or concerns. Also, it seems that the property had declined since we visited three years ago.
I would like to think it was just a fluke, but I have a feeling it wasn't. When the locals would ask where we were staying, our answer of "BYC" always got the same response-Sorry to hear that. We even had a couple of bartenders buy us a round of drinks.
Sorry about this being so long. There were a few other issues, but these were the main things.