2/10 Terrible
stephanie
Travelled with family, Travelled with family and small children
20 Sept 2024
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
I will start off by saying this property has the potential to be something great under new management. I tried to ignore the reviews to see for myself but I would NEVER recommend any friend or family member to stay here. We were a family of 6 with children aged 15,10,3 and 1. My only positive experience is with the staff, Gabriela (front desk) was very welcoming and has a great personality, also Jai from the pool was very attentive and would constantly check in and ask if thereās anything he could for for us. You can tell this hotel is understaffed. Now about the room, the AC would not cool (couldnāt get it lower than 74) maintenance was called and they said it was fine, clearly it was not our room always felt and smelled damp, we even had mold on the lamp fixtures and the air vents were completely clogged with dust. I called and asked why house cleaning has not come to my room to clean and they stated house cleaning only comes to the rooms if your stay is longer than 5 nights (thatās ridiculous) I would need to flag them down as I saw them just to ask for garbage bags and clean towels. Ice machine was broken on our floor (I had to go one by one to each floor/building just to find an ice machine that worked. Only reason we didnāt leave was because I wouldnāt get the money back. We paid over $1000 (with their additional fees) which in my opinion we could have stayed at a MUCH nicer/upgraded hotel for that price. ALSO TO ADD the Waterpark looks NOTHING like the photos.
stephanie
Stayed 4 nights in Sep 2024