Our stay at this hotel was deeply disappointing and frustrating.
Upon arrival, we discovered significant safety and cleanliness issues in our room. There were holes in the wall, loose electrical outlets that posed a hazard to my three-year-old, and roaches crawling out of the TV. These conditions are unacceptable and should be addressed to ensure future guests don't endure the same experience.
When I reported these issues, we were offered an "upgrade," which turned out to be a downgrade. Moving six people to a new room in the middle of the night without guidance from staff—who did not even provide directions—was an exhausting ordeal that took hours. Attempts to reach the front desk were futile as calls went unanswered, forcing me to escalate to corporate, who also struggled to get a response.
The following day, I spoke with a manager who was unaware of the situation. When I expressed frustration over recounting the events yet again, she offered to investigate but did not follow up promptly. Ultimately, I was only refunded for the resort and parking fees due to booking through Hotels.com, but the refund was mistakenly issued to someone else’s card. A month later, I am still trying to resolve this error.
The lack of professionalism, responsiveness, and attention to basic safety and cleanliness was appalling. This experience turned our much-anticipated vacation into a stressful and unpleasant ordeal. I will never stay here again and strongly urge others to reconsider
