We’ve stayed here three times before, but this visit was very disappointing. Upon arrival, we found out the pool and hot tub were closed. The pre-stay email said they were expected to be down through February, but our stay was mid-April. This was a major reason we booked, especially traveling with a toddler. The room was in poor condition. Furniture was damaged, bathroom caulking was broken and discolored, and the room was freezing on arrival with the AC set to 60 degrees on a 40–50 degree day. Around 8:00 PM, someone knocked on our door about “stomping” complaints from the first floor but said they were not sure which room it was coming from. About 30 minutes later, we received a call threatening a warning on our account. Quiet hours are listed as starting at 10:00 PM, so this felt unnecessary and poorly handled. The situation escalated quickly, and the response from staff was unprofessional. We were later told we had refused to be quiet, which is completely inaccurate. We made multiple attempts to resolve the situation, we offered to switch rooms, change hotels, or speak with a manager, but none of these options were accommodated. Additionally, there are very few trash cans throughout the rooms and property, which has been an issue on previous stays as well. Overall, this was not a single issue but a pattern of poor communication, limited staff availability, and deteriorating property conditions.
We’ve stayed here three times before, but this visit was very disappointing. Upon arrival, we found out the pool and hot tub were closed. The pre-stay email said they were expected to be down through February, but our stay was mid-April. This was a major reason we booked, especially traveling with a toddler. The room was in poor condition. Furniture was damaged, bathroom caulking was broken and discolored, and the room was freezing on arrival with the AC set to 60 degrees on a 40–50 degree day. Around 8:00 PM, someone knocked on our door about “stomping” complaints from the first floor but said they were not sure which room it was coming from. About 30 minutes later, we received a call threatening a warning on our account. Quiet hours are listed as starting at 10:00 PM, so this felt unnecessary and poorly handled. The situation escalated quickly, and the response from staff was unprofessional. We were later told we had refused to be quiet, which is completely inaccurate. We made multiple attempts to resolve the situation, we offered to switch rooms, change hotels, or speak with a manager, but none of these options were accommodated. Additionally, there are very few trash cans throughout the rooms and property, which has been an issue on previous stays as well. Overall, this was not a single issue but a pattern of poor communication, limited staff availability, and deteriorating property conditions.
