a traveler from Travelocity.com
on March 13, 2011
Our first experience with this resort was absolutely horrible. First off we checked in after the check in time and had to wait for our room. This wouldn't have been so bad, but the hotel informed us to just stand by and it would not take long. After 45 minutes of waiting we went back up to the front desk and they informed us it would be another hour. Poor communication. It would not have taken much for them to simply inform us the room will be ready in two hours please come back. Next my parents paid for a grand class room. Apparently they overbooked these rooms and instead of being honest and admitting to this they LIED over and over again telling us that the first floor where they initially stuck my parents was a grand class room, which clearly it was not--in fact it had no ocean view and was a much worse room than the standard room which I paid for. We got several versions from the front desk personnel and the management about what exactly was a grand class room and in the end it was discovered that the top floors were the grand class not the first and second level rooms. It was a battle throughout the week to get my parents in the room that they had paid for and it was never accomplished. Anyway overall the food and the rest of the staff was good but the poor service at the front desk leaves me with a bad experience. Will not stay at this hotel again.
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