Guest User
June 26, 2024
We arrived early in the morning and the front desk staff were able to accommodate and early check in which was great. Unfortunately, the first two rooms we were assigned on the 8th floor had a wet, mildew smell. Alerted the front desk, and they agreed to change our room. Only one room was available and we were told that the other on the 7th floor would be ready later. The room we were reassigned to was slightly better but still had a mildew smell. We did let guest services know. By regular check in time at 4 pm, the second room for our other party was still not available. We were told that that there were other rooms available but that our party would be separated. We ultimately agreed bc it was well after 5 pm. To our surprise, they attempted to assign our family to one of the original rooms with a smell on the 8th floor. I alerted Gabriel to this (Gabriel was wonderful) and he then assigned the second room on the 9th floor which was great because there was no smell; however, our room on the 7th floor was still lackluster at best with a mildew smell and our family was separated. We were very disappointed with the latter part of the check-in process after 4 pm and the accommodations. Staff, pool and beach access were great for the family as well as basketball, tennis courts, and fitness center.