Multiple issues right from check in and throughout the remainder of our stay. I booked a room with 2 queen beds for 2 adults and 2 children (both under the age of 6). We ended up also having to bring our youngest daughter as well who is almost 3 yrs old, not knowing there was a max occupancy of 4 per room. When I told the front desk i had a 3,4 and 5 yr old with us they immediately said they couldn't allow us to have the 2 adults plus 3 children in 1 room. Given the ages of the children I thought it was ridiculous that a 3 yr old would even count as an additional guest. I was told I must get a 2nd room to accommodate us and they didn't have any adjoining rooms available. I asked to speak with a manager as I was not paying an extra $150 for another room that we wouldn't even use just because I had no choice but to bring our 3 yr old child. I wasn't allowed to speak with the manager all I was told was that it was policy and nobody could change that. This was extremely poor customer service in my opinion. After driving hours to get there and being told this information I was extremely upset. After arguing for a while in front of my children the front desk finally agreed to just allow it but for an additional $50 charge which I had already asked him to do and he said no. I had no choice but to agree at that point as we had nowhere else to stay for the night. We got put room keys and discovered we were in the 1st room next to the front lobby, vending machine, and laundry room. All noisy areas to have 3 young children (1 of which is autistic) sleeping but I accepted it and didn't want to ask for another room. When I got into the room I discovered we had absolutely no towels, cloths etc. So I went to ask someone in the housekeeping area for some towels, I was told my daughter took them all which was not true at all. I told them I checked into the room 5 minutes ago and there were none in there and my 3 and 4 yr old have not taken anything. The man seemed annoyed and gave me 2 towels....again I needed more than that but did not complain. We went about our evening and took the kids swimming only to discover there were no towels in the pool area and since we only had 2 in our room we needed more so I had to go back to housekeeping and ask for 3 towels. They still didn't fill the towels up on the pool deck for other guests. We had a terrible sleep because the walls are paper thin and could hear everything above us and beside us, including the laundry shoot.
107 Reviews