Tourism operators have decried the unrealistic expectations of some foreign tourists and the lack of support by some locals for the industry while appealing for understanding.

A beach fale manager on the south coast of Upolu, who only wanted to be identified as Falani, told the Samoa Observer of foreign guests who have high expectations of the service in Samoa and end up leaving after furtively negotiating their way out of paying and going with their refund.

While their beach fale operation is fully ready for boarding, Falani said they still welcome guests, but last month they had an experience with some guests who they believe other operators should become aware of.

"We have minimal staff, but we also welcome the guests," Falani said.  "Late last month we had some good guests who were appreciative of the sun and warm sea and food as well as our service. 

“But one group made us do a lot of work and then wanted a refund. 

“We found out later that they were lying so that we could give them their money back, as we have a cancellation policy.

"We decided to let it go, but I am sure they are doing it to someone else in Savai’i.”

Taumeasina Island Resort and Chairman of the Samoa Tourism Authority Board, Tuiataga Nathan Bucknall, also took to social media recently after a Savai’i operator put the spotlight on ungrateful guests.

Tuiataga told the Samoa Observer that he was tagged in a Facebook post by a tourism colleague in Savai’i who was recently the target of criticism on social media. 

"I did not post that for Taumeasina. It was another hotel that was being heavily criticised on social media by a Samoan travel agent," he said. 

"I am really saddened by it because the thing is we just opened our borders. Some are doing okay and others are still not. 

“But everyone is doing their best to rise to the standards required. It is sad that people are not helping the industry but trying to pull it down and it is a Samoan pulling another Samoan down.”

The S.T.A. Board Member called for appreciation and understanding of Samoa’s tourism operators, saying everyone is trying their best to get back on their feet.

"We have to get past this, and have compassion for the workers and the industry. Everyone is trying their best to get back on their feet."

Some of the excerpts of the Facebook post by the Savai’i tourist operator is as follows:

"Spare a thought for our fellow hotel workers. Every Tourism business in Samoa impacted by Covid for 3 years. 

“When you thought the coast is clear a second wave has brought lots of incoming visitors, but our industry is still on its knees with not enough to workers to meet demand. 

“To all of you in the tourism industry that have worked weeks of overtime since borders open, just for the love of serving others we salute you. 

“If you had bad day on the floor yesterday but showed up today to face another day, we salute you. 

“You are the reason our hospitality industry will again thrive through your perseverance and you will do it day in and day out for the love of your country & service to others.”