After a week on the island staying at beautiful LeVele, Our flight was cancelled. Our daughter scrambled to book us a room online. We had several options but the Regent had beautiful photos and we thought we’d try a resort to see if we’d like that on our next trip rather than a condo. We booked the room at 3:45 (check in was at 3). We got there around 4 and Lorraine seated us in the nice check in area. Once she saw we didn’t book directly through regent, her whole demeanor changed. Another couple came to check in and she asked us to get up and move to some seats across the lobby while she checked them in and escorted them to their room. After helping them she informed us our room was being cleaned. She said couldn’t give us a time nor could she call us, that we should just check back in 45 minutes. We came back in an hour and it still wasn’t ready. We waited in the lobby and Finally around 6pm she said the room was ready. We were so tired (mid 60’s) from a full day of airports/packing/going to several pharmacies to get an emergency supply for a few unexpected extra days of my husbands blood pressure medicine. She forgot to mention at 3:45 that the elevators were broken and led us up 5 flights of stairs (after she stopped for a friendly few minute chat with some other guests). Even as we went up she never told us we were on floor 5. We had to help the guy carry our bags up the stairs as well. What if we had knee problems and couldn’t do that climb? Why not let us in on that at check in. Like “hey just so you know it’s up 5 flights of stairs…are you able to do that? When we got to the top, she was standing outside the door laughing with the maid, I’m fairly certain she was laughing about us having to huff and puff up all the stairs. She’d laugh then glance in the room at us sitting out things down. I finally had enough and asked to speak with the manager but he wasn’t in that day. As a property management company owner, I feel this beautiful resort is VERY poorly managed. If you don’t like people who book online, don’t list your properties on those avenues.