Posted Oct 13, 2016
To start with, we got to the hotel and the check in was fine, but no smiles. Then we got in the room, the bathroom had pee stain on the floor, toilet, and had dirt on the tub. I called the front desk asking to exchange rooms, and they said the hotel was full, but the housekeeper was there still, and they were sending someone there to clean, but still no politeness over the phone. When i got near the beds, and looked around, i saw all of the dust everywhere, beside the bed, on the headboard, and underneath the furniture, so then we decided to go to the front desk, and we told them my kids has allergy, and we really needed someone to go there and really clean that room, they gave us the look like we were trying to get something for free, and said they've already sent the housekeeper to clean there, but she only wiped the bathroom, and did nothing to the rest.
We called expedia, and had them call the hotel, the only thing they did was offer a water park ticket for the inconvenience, that we end up not using because we were there to appreciate the view and not be stuck inside of an indoor water park.
Our disappointment was the level of the customer service from the front Desk personnel, from the denial of the problem from the start to a simple thank you when we check out of the hotel.
The outside of the hotel is well maintain, along with the mini golf and the pool amenities, however really need to rethink on the rooms and especially some customer service training.