Posted Apr 15, 2017
We have been here many times and were very disappointed with our stay this last time. We booked through Expedia, who failed to mention that the pool at Solara was under construction. Solara's response was that it was Expedia fault not theirs. We had booked at this hotel BECAUSE of the pool and could have gone elsewhere for less money.
We got to our room and found it to be messy on the patio, bird poop everywhere and rust dripping down the glass door. It was chilly so we turned up the heat, when it kicked in it sounded like the furnace was IN the room.
We looked past all that and went to set up the fold out couch and found it was less of a mattress and more like a bed of springs. We travel often, I've never felt anything so uncomfortable, the floor would have been better.
We called the front desk and they said there was no cot, no option other than to upgrade to get another bed, $50+ a night, which we did because there was no way anyone could possibly sleep on the springs.wgen checking out I asked if there was anything they could do and at first the lady said there wasn't, but then a manager came out and said she would wave the upgrade fee, which we really appreciated.
Previous to this experience the staff at solara seemed to take pride in their jobs and making it a five star hotel but this last trip was really disappointing. Much of the staff we talked to had a 'not my problem' attitude. When you're paying over $200 a night you expect it to be impressive.
Comment from Hotel Management
Apr 20, 2017 by Jenn Nelson, Interim Hotel Director, Hotel Management
Thank-you for staying with us at Solara Resort & Spa, we are sorry to read that your most recent stay with us failed to meet the standards you have come to expect from us. Please know that we take comments for improvement very seriously and have discussed your review with our team; while some circumstances are beyond our control care and understanding should be part of the attitude with which any concerns are addressed so the fact your received a "not my problem attitude" is something we will work to correct.
We are sorry that the pool renovation impacted your enjoyment of your stay, we do have this closure noted on both our website and the Expedia website and once the renovation is complete in mid-June we will have a new larger pool and an over-size hot tub for our guests to enjoy. Please accept our apologies for the nonchalant attitude your received in raising this concern.
As for the state of your balcony we are working with our maintenance team to try and provide a solution which will allow the birds which are part of the natural environment to co-exist better this our guests and start our spring patio cleaning to address the issues you encountered.
We know that you have stayed with us at Solara Resort & Spa before and hope that on your next visit you will see the improvements you are seeking here.