After calling 3 times and receiving rude ignorant attitude from front end staff, I finally emailed the general Manager, Kristie.
Kristie was quick to "attempt" to fix issues that I had with unsuccessful attempt with calling staff earlier. Kristie "upgraded" Us to the tower and a hypoallergenic room at no extra charge. Great. Seemed fair and reasonable and showed he willingness to go above and beyond.
Arrived at hotel and was greeted by a less than enthusiastic individual who mad us feel like an inconvenience as oppose to a welcomed guest.
Checked in 4 hours after arrival as the room wasn't ready, no issue I get it.
Feeble attempt by staff in explaining how to get to the room and felt like they assumed that we should know how to get there, again I get it.
The room was a good size and was colorful and was clean, unfortunately the room never looked the same after spending 9 days. Room might have been vacuumed once during the entire stay. A/C unit rattled excessively and had to ask 3 times to have it repaired. Thick layer of dust on blinds and bench in the room, but wait it's a hypoallergenic room?? Not quite. Brought this to the attention to staff and it was never addressed until returning home and emailing the front end manager Andrew and I was told that that "the room will be shut down for a week where the staff will have a meeting on what not to do in the future"
Back to the "review" returned from a day out to find that the room wasn't cleaned (5:45 pm) went to dinner and returned to a make shift cleaning with no toilet paper. Left $5 on the bed for cleaning staff, but upon returning to the room the money was moved to the nightstand..I guess it wasn't enough (thoroughly insulted)
Went to the water park one day and was denied entry by their in house security guard who said outside food or drinks weren't allowed. I asked the guard for an explanation as to why, and he stated that he didn't have to tell me why and that is was just a policy of the hotel. I explained that all I wanted was a reasonable explanation as to why and he said, "I don't care what you want and I don't have to tell you anything" and moved out from behind his little table, puffed out his chest and got right in my face. I laughed and simply turned away and went to the front desk and explained the situation to Andrew, the front end manager, who rectified the issue of the coffee by giving me free thermos containers from the gift shop and said he would speak to the guards boss.
I certainly didn't think I would be in a position where I would be threatened by a security guard while simply asking (politely) for an explanation on policy.
I get that they want to sell their own coffee, but after spending thousands on the trip and cash at the restaurant, gift shop, bar and arcade, you would think a little leniency would be extended.
There were several more issues with this hotel, but this review is long enough as it is.
As mentioned earlier, I responded to Andrew via email, and expressed my feelings about our stay from one of the generic "how was your stay with us" messages and his offer of free water park passes on a future visit was further insulting and a feeble attempt at rectifying inexcusable issues.
I also responded to Kristie, the GM after one of her generic email messages, but after a week have heard nothing from her.
We travel a lot and I have several reviews on this site and I have never had an experience so poor and had to deal with so many employees at a hotel.
Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.