I tried so hard not to be disappointed! I had a great experience with the reservation process, no surprises when we came to check in... and the gifts for the 2 kids were AWESOME. We were so excited to get into the room... my son is 4 and couldn't wait to see his bunk beds. He burst into the room ran straight to his room, but there were no bunk beds. There were 2 single beds that once were bunk beds and the ladder was underneath. He cried. I explained that maybe they had been broken and this is just what we got. He got over it quickly because he was still excited to have his own room in a hotel... something he'd never had before. They all got ready and headed down to the pool. Since it was -20 outside at the time, they must have been having troubles regulating the temps in the pool room, cause it was probably about -5 in there. So that was that. Small kids can't handle that, so we went back to the room. Got them ready for bed, and their TV didn't work. SIGH. There were 2 tv's so we dealt with it. The beds were comfy, the temperature was great (no loud heaters), we didn't hear much other noise (other than being next to the stairs... but even that wasn't bad). Next day, breakfast was stale bagels (husband said he enjoyed hot items) -- no yogurt or fruit besides oranges. Maybe a suggestion would be they need more healthy stuff for breakfast? -- Anyways, informed front desk of broken TV, set out my housekeeping thingy on the door and headed out for the morning - left at 8 am, came back at noon. Room had not been even touched... you know, except that they came into fix the TV. GREAT. Except whoever came in, touched several other things. Bedding moved, temperature in kids room turned down to COLD (blowing cold air) and it was 10 degrees in there when we got back. CREEPY! - I didn't want to over-react so I didn't call down about it... I was going to inform them later, but every time I went down they were busy. (forgot when we checked out). I later tracked down a housekeeper because I didn't want them to come and wake up the baby and got some new towels and gave them the garbage. Again, good nights sleep, comfy beds, no noise.. breakfast more of the same. Check out was quick and easy. The customer service was great. That definitely was not lacking. It was just all of the other things. I'm still rethinking if I am going to re-book for next month when we are in for a week on business again.