** Lowering from 2 to 1 star after seeing all the AI responses from "management" to other reviews. Do better! SMH
Others are right. This was more like a motel than a resort.
Apparetly this was a lot better when it was owned by Marriott! A couple stopped me during checkout to share that they were frequent guests back then and only recently came back and found it lacking. They encouraged I leave a review in hopes the place will go back to how it used to be!
Overall, it isn't worth the cost. I stayed for 4 days/3 nights and paid about $1,000 all things considered (rooms, food, incidentals). Our family had 2 rooms between us, so it was actually more than that (maybe double) overall. We were inconvenienced at nearly every step of the way:
The staff was a mixed bag: some helpful, some reluctant to assist, but I blame management for everything tbh. I got the impression they were all overworked and just doing the best they could with the circumstances.
Only one elevator worked for all five floors and there weren't even any "out of order" or "this way to staircase" signs, so there was a delay to get anywhere. Older guests had to wait in long lines for it to finally open up and the "keep open" button was broken off.
There was a burst pipe of some sort in our room that caused a wet patch on the floor, and there was no offer to fix it or have us change rooms.
No option to check in early or check out late.
No Wi-Fi or mobile signal in the rooms. Staff said "sometimes that happens" when we asked about it. Again, no tips or offered solution. We had to come to the lobby any time we wanted to use our devices, which was made even more annoying by the fact that the elevators did not work.
Our TV was damaged. We called to have it fixed. No one came. We called again the next morning and it was handled! Just annoying that we had to ask—and then ask again.
Our room phone was also damaged, which made calling for help a headache. Again, no solution to this one, though we eventually figured out that it worked on the speaker setting!
Unsure if the room by us was having the same speaker phone issue, but we could overhear them yelling for half our stay. Even if it wasn't the phone, we could've used more noise enforcement either from the staff or the walls themselves.
On-and-off surveillance of the restaurant's hosting stand meant breakfast/lunch/dinner was often interrupted by other guests banging on the counter or yelling for help so that they could be seated.
We listed 4 people for a room and received 3 towels. Called for more (with the working phone) and didn't get any delivered. Stopped a worker in the hall who was replacing towels to ask for one and they took all our washcloths (??) and gave us a trash bag full of towels. Not sure what happened there.
The showers didn't have shower gel! My room had a conditioner and two shampoos instead of shampoo and body wash. Given I couldn't call for help, I just went to my mom's room nearby—only to find that her shower's bodywash container was filled with water! I said, "Not the hood hack in a 4 star resort!"
They're severely understaffed. Long lines for the front desk and the cafe was closed for half my stay with a "sorry for the inconvenience" sign. I really do feel for them. Every single worker looked overwhelmed and like they were trying their best. There just isn't enough of them to manage such a big space. Whoever owns/manages the property really needs to get it together.
That said, the kiddos had fun at the pool and I enjoyed the food!
They should lower the cost until they figure out what they're doing under the new management. All of the inconveniences really pile on and sour the experience, especially because they all lead into one another (i.e. no working tv and no working phone to call for help, plus no elevator to physically reach the front desk, PLUS no Internet service to troubleshoot solutions and no staff available to assist when you finally manage to...
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