We are owners and this was our 5th trip. Normally stay in Bay Vista section but not available when we booked. 1st stay in Virgin Grand units that have a plunge pool/patio across the road from main resort. A 10 min walk to pool, water, reception. Staff are consistently going back and forth but was only offered a ride once during the 6 day stay! 😞 Units in this section are dated and need updating, but appliances were fairly new, worked well. Nice size kitchen and living room area. However not enough seating if you have more than 5 people. Same goes for private pool area - only 2 loungers?? Should have at least 4. Pool was a nice feature and very clean and refreshing. Perfect for large family or group as there are 2 more bedrooms upstairs with full bath. Unit was equipped with full size washer/dryer which is appropriate for potential number of guests. Upstairs seemed hotter and I would be concerned of A/C not cooling efficiently. We moved to Sunset Bay rooms for last night. Very nicely updated, clean and new. Outstanding location right on the water. 2 bedroom units were converted from hotel rooms to condos. Very nice, but no window for 2nd bedroom! Why? Only downside. Service was spotty. Reception/check-in desk was courteous and efficient. Got into room very close to 4 pm. 👍Told to visit Platinum Elite office for welcome packet etc. Important you do this as they do provide discount card for property and offsite restaurants and retailers. They provide "Sand Dollars" if you book your update. Just be careful to use them as you cannot apply to room charge. We were very happy they provided BEFORE we did update and not after as we were able to pay for dinner at a very nice place in town. Nice selection of what establishments will accept. 😊 Platinum Desk associate was less than enthusiastic and was basically just doing his job. Too bad as it is a first impression. Additionally, no praises to the supervisor that came to the room to inspect our disappointment in cigarette smell. Could have cared less, claimed they did not smell anything. Um, sorry but it was obvious. They did send someone to change the large room filter which he indicated was dirty. Said they would spray something but never did. It dissipated as week went on and we did put a sheet over the couch as it seemed the smell was worst sitting on it. The main pool area was very busy midday, so if you're not there early, you will be searching for shade or possibly a chair. Shout out to Odette, at the pool/towel desk. SHE is FABULOUS and knows what customer service is all about! Cheerful, enthusiastic and helpful. She is empowered to make decisions and took the time to walk around, say hello, and talk to guests. What a breath of fresh air. That is what you like to see as a guest. Everyone should emulate her behavior and attitude! We love it here but there is a great need for good and motivating leadership that takes accountability and supports the staff. A staff that is inspire