Check-in was very friendly, thank you Mr. Alfred, but the moment we checked in, the amount of noise coming from our floor & hallway was ridiculous. We waited after 9:30pm to call the front desk but was told by Ms. Jessica there was absolutely nothing that can be done because it's a “holiday” and “kids are having a party.” I get it, I have kids too, and always expect some level of noise in a hotel, but if there are constant noise, running back & forth, doors slamming, shouting & yelling as if they’re fighting out in the hallway constantly for hours, I would think it’s fine for the hotel staff to ask them to please keep it down. I asked to be moved to a different room but was told everything was sold out. I asked for a refund as I was willing to take my family to a different hotel that night since I did not expect to pay $500 to be in a hotel that disregarded their own quiet time policy due to "holidays and parties" but was told no refund. I even asked if they can at least ask the parties to keep the noise level down by 11pm or 12am, and Ms. Jessica said “NO.” This was VERY upsetting & disappointing. We dreaded the rest of our stay, but after making past the first night, the noise level for the following day/night was kept down, the rest of the staff were nice, hotel was kept clean & our children enjoyed the pool. My final note is please enforce your policy or let us know you do not enforce quite times & give us the option to take a refund so we can go elsewhere. Thank you.
