The room itself was fine, and location was nice. However, I will never stay here again because of extreme unprofessionalism from the hotel “security,” and poor customer service of front desk staff after I was accused of lying and was threatened to have the cops called on me over a simple misunderstanding regarding the pool. During my stay, my cousin and her handicapped boyfriend were visiting and we decided to go to the pool around 11pm. The hotel confirmation email that I had received prior to my stay clearly stated 24 hr pool access, so I was confused when the side gate to the pool wouldn’t open. As I was trying to figure out how to open the gate so that we could enter the pool area, a girl outside the far end of the pool area showed us that that gate was open and that we could enter through it. So we went in, sat our things down, and were getting into the pool when 2 “security” men approached us and told us to get out immediately. According to them, the pool closed at 10 pm, and when I explained that I read that it was 24 hour pool access, they replied, “no you did not,” and would not listen to or believe me. They also wanted to know how we got access into the pool area because they had locked it. When we explained that some girl showed us that the gate was open, they did not believe us and instead accused us of breaking the lock to get in. They were very angry and would not hear us out and, as we were gathering up our things and my cousin’s handicapped boyfriend was getting into his wheelchair and my cousin was trying to get her shoes on, the men again told us that we needed to get out immediately or they would call the cops on us. I took the issue to the front desk and explained everything and showed where the email had stated 24 hr pool access. She explained that they have been having a lot of issues with third party bookings, which is how I booked. She said “sorry bout that,” as if it was the tiniest of mistakes, but we did not get a true apology for how poorly we were treated by the men at the pool. The next morning I went back out to the pool area and confirmed that there were no pool hours posted anywhere. There also were no times listed on the website. I went back to the front desk and again explained the previous night’s situation, and all I was told was that “all pools close at that time,” with a dead stare from the front desk staff, as if they could care less that I was upset and that it was my fault for not knowing that the pool closed at 10, regardless of there being no signs with pool hours anywhere around the pool area. I never did get a sincere apology for the poor treatment we received by those 2 men or for their threatening to call the cops on us. I’m sorry this is so long but if you are considering this resort, I advise against it. There is better customer service literally anywhere else.
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