Palm Island Indoor Waterpark — Attraction in Town of Batavia

We planned a trip for my son's birthday. We arrived 15 mins before check-in, and were told the room was not quite ready, and that they would call us once ready. We got the park passes, but had our stuff for the park in a couple of different bags (infant/toddler in tow). This made getting changed and taking advantage of the park while we waited a non-possible solution. We walked the hotel hallways, to check it and the park out while we were waiting. As we walked thru the depressing, dingy, (frankly-unclean) hallways; I recalled the scenes in the movie Titanic. We were headed to the steerage/under belly of that place. Only, this was less Reagal! There were exposed, dirty pipes, dark and depressing, low lights and dingy/stained carpeting. We walked past the laundry room which was wide open for our viewing pleasure (or rather displeasure). We made it to where you enter the park, and we had a clear picture of what we were spending our money on. It was o.k., but certainly not $50 more to the package o.k. All the same, our son was excited for his water park experience. We headed back to the lobby, thinking that our room would be available soon. While walking back, we noticed that the staff was hurried in the halls, and clearly unhappy. The manager was pushing a housekeeping cart. As we waited, there was a very small arcade which we checked out. Many of the games were out of order. There were a handful of those games where you can try to get gift cards or DVDs, etc. One was completely empty with a ripped note that read, they were out of prizes. The machine that greeted you, had 3 gift cards remaining. All the same we continued to wait. As we sat we realized there were a LOT of unhappy customers echoing our sentiments. After 45 mins I went to the counter and asked "What is going on?" The clerk indicated that they unexpectedly sold out the previous night. The manager was standing right there and inquired our name, which I provided. He said that our room overlooked the water park, and it was not ready. I asked him how long it would be and he said he wasnt sure! He said if I didnt care if it overlooked the water park he could have us in a comparable room in 5 mins. I agreed and he hurried off (apparently to clean the room!). I went back to my family and after another half hour, and some time looking at reviews about dirty rooms & deciding I was not going to wait all this time, to get into a disgusting room and more fighting; we cancelled! Not worth the time/ money or headache. Drive another 1.5 hrs and go to Splash Lagoon, or drive 45 mins and pay $25 for the Perinton Rec Center Water Park....

I used to love taking my kids here but after having my daughter bday party here this passed weekend I feel like it was a waste of money. I’ve had my sons birthday party here in the paste and we had a good experience. After the party room people were allowed to stay and play if they wanted. My daughter wanted to go back in for a few more minutes so I took her in. The girl we checked in with walked over and said that our party was over and everyone had to leave unless I wanted to buy more passes. The park was gonna close in an hour or so anyway so I had to tell my daughter we had to leave. Not to mention they expect to you pay a tip but they don’t really do much but bring the pizza in the room, and they didn’t even bring the right amount of pizza so some of the party had to wait to eat. We found bug in the kids drinks, and we got no apologies for that nothing! My sister and I went up to get refills, my daughter wanted water. The girl got her water and ice from the soda machine and handed the cup to my sister. My sister said “ excuse me but there’s 2 big bugs in the water” the young girl working turned and gave her a nasty look and took the cup dumped it out and refilled it. So my sister said “ there was a bug in that, can you please get her a new cup that’s nasty” the young girl got a new cup but acted like it was an inconvenience. So the staff were rude, bugs in several kids drinks and then after paying all that money the kids couldn’t stay and play just a little longer. When my son had his party never had any of those problems, and if you buy a day pass it’s $13 dollars to play for the day, I payed way more than that!

Oh and I forgot to mention I had trouble scheduling the party online and spoke to several people for over an hour trying to figure it out. It said SN party 6 days or less you get an extra $3 fee for $23 a person but a regular party is $19 a person. Someone math is way off! I tried doing an online party bc there were deals you got for doing them online but it wouldn’t allow me to do so...

I don’t know if this place is under new management or what but this place has went down hill and I’m really really disappointed. When my mother in law complain about everything they did give us a $20 refund but I feel like that wasn’t enough. I wonder if that’s why the staff was rude and told us we had to leave. After my daughter party being a mess bc of food, drinks and hospitality the kids should have been allowed to stay and play or a discount for next visit...

My fiance (Andrea Adams) booked the room for a weekend excusion with our daughter and her friend, and we were disappointed. We get to our room and first thing we see is a missing smoke detector. It's is a smoking/non smoking so the smell of smoke even in the non-smoking is prominent. The water park had the adult slides closed and the side for the children stated as heated was certainly not as noted by everyone else there. The Cafe and resteraunt were both closed. In the morning for breakfast although provided is very sub-par and disappointing; at least it was offered though. The bathroom is small even by hotel standards, it is outdated, visible rust on metal parts. "Mom can we shower at home I don't like this bathroom" was a comment made by our 6 year old daughter regarding the bathroom. We booked the stay for 4 people and only had towels for 3 people, sure front desk would supply one, we didn't ask though. The room itself had decent beds and pillows as far as hotels go. The wifi did not work at all. Didn't ask though. Simply wouldn't connect. The door lock barely worked and the inside striker lock was just missing half of it. To get into the room the card key and handle situation was a struggle and another hotel guest had to help us and show us the trick to open the door because he also had trouble with the door to his room.

One big concern is the life guards. They are in my opinion only that by job title. We were in the park area for nearly 3 hours and the life guards did not do their job. They had ear buds in, very frequently on their cell phones, did not correct children for running and jumping into the pool. I do not feel they would respond well in a crisis situation. 1 female life guard did her job of the several that were there on rotation. She was a blonde with glasses.

This was our first visit here and will be our last. If the children did not enjoy the pool that was warm (which the basket ball net was missing from the backboard), it'd be a 1 star review. My fiance is a choice rewards member as well, so we stay often as this chain's hotels.

Of the choice hotels we have stayed at, this is by far the most disappointing. We did get a reduced price when we found out at check in that the big slides...