"This was by far the worst resort experience I have ever had. Upon arrival around 1:00 PM, we were encouraged to upgrade to the Signature Level and were told our rooms would be ready within a few minutes. However, when we checked back at 3:00 PM, we were informed that the rooms were still being cleaned and that no estimated completion time could be provided. We requested to speak with a manager multiple times, but no manager ever came to speak with us.
The staff member who checked us in, Malecia, repeatedly gave us the same response and was dismissive and unapologetic throughout the process. We did not receive our rooms until approximately 5:00 PM.
Unfortunately, the problems continued. One of our room keys did not work, and when staff opened the door, we found the room had not been cleaned at all—the bed was unmade, cushions were on the floor, and the room was clearly not ready for guests. The room had to be changed entirely.
By the time everything was resolved and we were settled into our rooms, it was nearly 6:00 PM, and our first day at the resort was essentially lost. To make matters worse, Malecia told us we would receive a one-night refund as compensation, but at checkout we were offered only a $40 refund for the Signature Level upgrade. This level of service, communication, and resolution was extremely disappointing. In addition, Signature level upgrade that was supposed to give us access to concierge was useless. Food at ala carte restaurants was terrible."
Calendar Month
Temperature
Precipitation
Cloudiness
Occupancy
Pricing
