Horseshoe Bay Resort — Hotel in Horseshoe Bay

We chose this resort for our family vacation this year because the amenities it boasts about on the website. We booked this resort thinking we would have access to rent a boat or jet skis and also for the kids to play on the Safari Waterpark. At check in the employee told us we could not rent a boat and there was no access to the Safari Waterpark because of the bacteria in the lake. Which is understandable but what I don’t understand is why the resort did not put anything online about the bacteria in the lake and what amenities would not be offered for a period of time. After traveling for 3 hours we decided to just settle and continue to the check in process because we were already there. The first night of our stay was ok, the villa we stayed in was not very clean. I discovered this upon looking for a shoe before going to sleep the first night. I have pictures and videos of what looks like a floss pick, bug and a “Bluey”wrapper or tag underneath the nightstand and bed in the bedroom. Also the tv situation is awful, we could not log in to Netflix or any other streaming service. You either have to watch what is on the tv guide or pay for individual movies that are $21.99 and up just to watch !We thought that was frustrating and outrageously priced. The second night we discovered several other bugs or beetles throughout the bathroom. This was actually at the least of my worries at this time because my daughter injured her foot on the giant waterslide they offered from 1-4pm on Wednesday. At first, our initial thought is we would go to the floating pool at 12pm, we called guest services who then transferred us to transportation and the employee said they would have a shuttle at our building within 5 minutes. Well at least 30 mins passes and still no shuttle came. At approximately 12:35 we decided just to walk ourselves to the front of resort to see if we could get a shuttle more quickly there. it is about 12:45 and my daughter pointed out we were closer to the giant waterslide the resort offers at 1pm. We sat there for about 10 minutes while the employee aired up the waterslide.Her first and only time going on the slide she injures her ankle! The giant slide is very steep with no warnings posted next to it; no signs or any information warning parents or the kids on what not to do. She went down once and the wall of the inflatable waterslide is what injured her foot. She immediately could not walk and. Her father had to piggy back her all the way to the villa, because of the pain she was in. We spent hours just sitting in the hotel room while she laid there icing her ankle and crying from the pain. Luckily they have workers outside of the villas and a very nice employee asked if we wanted to file an incident report which we did. The resort then offered us a wheelchair for her to be able to get out and see the resort instead of her sulking in the room all day. That was nice as it did help her get around! It wasn’t fun that we were again very limited on what else we could do. The resort offered to pay for our dinner that night and we were accommodated with a late check out as well. But I believe more could have been done financially on the resorts side! Finally we are back home and she will be going to her primary care doctor for an xray first thing in the morning! ( her ankle did end up actually fractured!!! ) Please have your children be careful with that slide, very dangerous! I would also recommend future guests to call and ask if all of the amenities online are being offered at the time you book! If we would have known all of the amenities were not offered we would have went elsewhere. Also I think time management for the transportation services would be nice too! I had higher hopes for this resort. When asking the front desk to speak to a Manager at check out. None were available to come up and speak to me ? Still no call back from multiple attempts to speak to someone in Management. It has been going on 3 Months. Very poor...

My wife and I stayed at this resort in late March, 2023. We also brought our son.

The resort itself is beautiful and well taken care of but unfortunately some of the amenities like the put put golf was closed the first day that we arrived. We were told that everything would open in the summer. I wish they would have let us know that beforehand instead of advertising availability year around on their website.

Our room was well kept and cleaned daily and the view over the pool was ok.

The service in the J's restaurant unfortunately was hit and miss though. They had servers that were new to serving in general and seemed to be part of a training program. Our servers got our orders wrong on a few occassions and generally didn't know what they were doing. For a resort where we spent $450 a night, we expected better service, especially given the high pricing for food at the restaurant.

We tried to overlook everything you just read by the following is something we could not and which let to the two star rating.

When we arrived, we informed the person at check-in that this was a special occassion for us and we asked about lunch and dining options for our weekend stay. The guy at check-in told us that you could only buy food at the resort and that the "Yacht Club" sold no food at the pool, only drinks. We then head a late lunch at J's restaurant. After that, we went to the Yacht Club which is separate from the Resport but guests have entry proviliges. That Yacht Club was amazing, right on the water and a beautiful facility with great service and guess what "food"! This should have been our first warning...

Given how much we enjoyed the Yacht Club, we wantes to have dinner there so we can overlook the water and celebrate our anniversary. We called the front desk and they told us that the Yacht Club was fully booked for dinner all weekend long. This surprised us so we asked to speak to the manager since were told at check-in that fine dining was available at the Yacht Club when we checked in. Again, the manager on duty ("Levi") told us again that the Yacht Club was fully booked for the weekend. Instead of giving up, we trusted our instincts and instead went to the Yacht Club, without a reservation and well-dressed for a fine dining event. We arrived and we checked in with the hostess. The place was almost empty. It was about 8pm and there were at least 30 tables available from what I counted with only a few tables seated. I asked the hostess if they were booked out this weekend and she responded that they are actually not buys at all. We got an amazing table on the water and had a wonderful dinner.

At this point, I am wondering why the resort staff including the manager on duty "Levi" would tell us they the Yacht Club was fully booked out but that they would put us on a long list of reservations, in case anyone cancelled.

Here is what I found out. At checkout, I talked to another manager on duty and he told me point blank that there will be no more Yacht Club privileges for resort guests in the summer and that they already started that by simplying lying to guests that the Yacht Club restaurant is fully booked. Yes, you heared this right. The resort advertises full access to the Yacht Club restaurant, pool and beach area but you will not be able to visit that Yacht Club anymore going forward. The manager on duty told me "This is going to be a hard conversation to have with guests this summer who have been with us year over year..."

I would like for the resort's GM to reach out to me. Our room was 755 and we stayed from 3/24 to 3/26. Your staff is lying to guests and you are false advertising services that you are no...

What an underwhelming experience. When we drove up the staff at Valet were amazing and the same at our departure. This was our second time staying at the resort. We travel a lot and this was just a short stop between our bed travel spot.

Checkin went great and friendly staff. 1st room was clean. Will explain more shortly…

$200 Dinner at the J’s was when things went down hill fast. Service was hideous. During our 1.5 hour dinner we saw our waitress 3 times. We have an issue with a drink that just need to be tweaked. My wife ended up going up to the bar to get it fixed after it was getting watered down.

We waited 15-20 minutes to get our check. So I went to the front to ask for a manager.

Manager was very kind. Said he wanted to do something for us to make it right. He found out we were playing golf the next day. He said just you wait. I am going to have something very special for you during your golf.

That evening in our room we had a room next to us that had it would like 10+ younger(college age) men having a great time in their room. I attempted to ask them to hold it down. That did not happen…We called down and asked to be moved. We had to get dressed again, pack all our things and move rooms. Security did adresss the noise of our neighbors but we don’t know if that resolved it as we moved. Now after moving around 11PM we had to try and settle back down and unpack. Woke up exhausted at 6AM to get ready for our 8 AM tee time. We were comped breakfast for having to move.

We arrived to golf…. OMG our waitress was the golf cart greeter at the golf course!!!! Very awkward. Wife went to the restroom and our waitress ran into her in the restroom and approached my wife to tell her that last night was the first time she had every served in the restaurant and we were her first table. This was a lie, the manager at J’s had told us that this was a consistent issue with this employee and they had a decision to make about her future working in there. This made my wife very uncomfortable so she exited as soon as she could.

Golf course was amazing. Other Staff were kind and helpful. I checked in, hit balls on the range, played a round, paired with a few other players and it was great. My wife road with me the first 9 holes, when she picked me up after 18, she asked well what ended up being the very special thing the manager did for you? I said, I don’t know, maybe the gentleman that wiped everyone’s clubs down on hole 18???

Course was great. Had a fun round and would play it again.

For the price, with all the travel we have done we expected more. We feel there was a failure to deliver an experience for sure after our dinner to then be approached by the employee and made to feel guilty for expressing our issues.

At check out the front desk asked how our stay was I expressed all the issues above and she said I will refund the resort fee and your valet parking form your bill. I told her the valet was the best part of our experience with an amazing staff.

We wanted to love this resort. Even had talked about considering a membership on our way down as it’s only 3 hours from our home. We also talked about bringing all our children and grandchildren down at some point due to it being so close.

Follow through was the biggest miss of this. They have a desire to make things right but lake of...