Posted Dec 26, 2016
The location and the resort itself was superb. Customer service, however, left much to be desired.
. . .a lot of "disorganization" in various areas. For example, we had been assured of Early Check-in. Although we arrived at 2:30 PM, the room was "not yet ready". Another situation: we were inadvertently locked out of the bedroom one evening at 7 PM ( we were traveling with a three year old and an 18 month old, and kids will be kids !) The building manager had to be called from off-site after repeated efforts by the Security Staff on duty were unsuccessful in getting the door open. The door was eventually unlocked at 9:30 PM, and both gentlemen were very courteous and accommodating, but really! Shouldn't a master key be readily available on the premises?
Another consideration might be for increased/improved signage throughout the facility. The pool, for example, is not directly on the property. It must be accessed by using the freight elevator and walking through the lower tier of the parking garage, A few signs pointing the way would certainly help!
Perhaps part of the disparity of communication is because many of the condo units are individually owned, so the number of units available to travelers is limited. Obviously the "issues" of both of these groups can vary considerably. Still, the resort has chosen to accommodate travelers, and as such the staff should be better
prepared / trained in doing so.