I wish I could write an equally cheerful review of our first stay at this property (see “Fantastic Stay at Reunion”), however, that is not to be had during our second visit in under thirty days. In fact, this is the first review where the second visit is the extreme opposite of a previous review of the same property.
We decided to return and bring the kids and another family we frequently travel with after bragging how wonderful this location was less than one month ago. To be fair to the facility, we did arrive at 3:15pm for a 4:00pm check-in hopeful our 3 Bed/3 Bath condo was ready early. However, upon arrival we were advised it was not ready, nor was an estimated ready time available from the cleaning staff. In light of this news, my cellphone number was requested so the manager-on-duty, aka Adam(?), could "call me and personally meet me at the unit with the keys". Sounded good at the time. We then were offered a temporary access card to enjoy the pool/waterpark until the room was ready.
We proceeded to the pool so the kids could see how nice the waterpark was - little did I know we were going to spend just short of FOUR HOURS there awaiting the front office to call. At 5:15pm (only after allowing the kids to go swimming in their street clothes) I called the front office and spoke with Caroline (actually a very nice employee who was very flexible and understanding); our room was still not ready - again with no info from the cleaning staff as to how long it would take. She apologized and posted a credit on my account to make up for the inconvenience that could be used at our discretion. I was told the manager on duty would again call me when the room was ready and that no additional information was available.
At 6:40pm, I called the office to advise them we were now literally living at their pool in hopes that our room was ready. I was advised by Gina(?) that the room was ready over an hour ago and that Adam attempted to contact my cell but he noted on my account "it was not working right". WHAT DOES THAT MEAN?! With the phone sitting on my chest, it never vibrated, it never rang, no voicemail, no attempt to maybe call the pool and have someone look for the only group dressed out-of-place for a waterpark - NOTHING. In fact, during this very phone call, I received another incoming call from a friend in the same locale!!!! Nice. I verified the phone number (with area code) and asked to speak to the manager and gather details on his phone attempt - but was advised by Gina he was not available and was then suddenly disconnected.
I called back and was told by another "guest services" agent to proceed to the unit and a bellman would meet us with the keys. In the same phone call, I requested the manager meet me at the unit to discuss our displeasure with this situation. They actually offered to have him call my cell, but I retorted his previous track record was not favorable in that respect, so instead I reiterated my request that he stop by the unit.
After gathering our group and thanking the pool staff for their hospitality during our extended stay, we moved to the unit and waited outside for the bellman's arrival with our keys - FOR ANOTHER TWENTY-FIVE MINUTES. No one showed up. It is now after 7pm, facing a hunger strike and we still didn't have a room.
I returned to the main office and confronted a front desk agent demanding an update who politely responded, "A bellman was to meet you at the unit with keys". I replied I was aware of that plan 30 MINUTES AGO! I personally acquired my keys and returned to my car, wading through five bellmen deep in humorous conversation.
Upon entry into the now "ready" 3 Bed/3 Bath condo, we confront a post-party haze of cigarette smoke odor, all couch/chair cushions and bedding in disarray and numerous air purifiers and ozone machines on high speed throughout the unit. There was even a half-carton of cigarettes and a pair of flip-flops left on the kitchen counter. Now THAT explains the four hour delay - but does not explain why we waited so long for THIS unit to be "cleaned" when the parking lot was ghost town. (And to think I gave up my poolside chaise lounger for this.)
Once again, I revisited the front office and met with a new face who was in denial and shocked to hear of the "smoke" situation as the property is a smoke-free resort; until I threw the cigarettes on his desk. He proceeded to feverishly locate new accommodations for us and after meeting with a manager - no, not "ADAM" because I asked - he "worked some magic" and we were offered a 3 Bed/3 Bath replacement unit that was cleaned the DAY BEFORE. Ugh - really?!
Before leaving, I reminded him that I still would like to convey my comments to the property manager personally and to update him of our change in location. He never showed nor attempted to call.
The new unit was VERY CLEAN, quiet and made up for the smoke-filled nightmare. It was the best we could expect to salvage the beginning of our stay for the kids. The weekend ended with no additional issues. Once settled in, we basically lost one-half day at the resort.
In summary, with the exception of Caroline and my new old staff-neighbors at the pool, the resort staff was less than accommodating and never exhibited pro-active mentality, nor effort. ANY hopes of interacting with a "management" figure for resolution was consistently denied and appeared non-existent. I feel interaction/representation by upper level personnel should have stepped in when the delays escalated, resort communications failed and the front desk was inadequately responding to the guests. Definitely not worthy of the AAA 4-Diamond Award they so confidently laud themselves on recently receiving.
I travel very frequently and understand there are good stays and bad stays. I also know the reaction time of quality staff can remedy bad stays. I have never seen the level of expedient and gross deterioration of a management/staff hospitality model witnessed at this resort during this stay. The resort has potential; I hope they read reviews and tighten things up because I like writing reviews.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC