Laguna Reef Condominium — Hotel in Rockport

Updated :2024 This is our 4th tripped over here. Unfortunately, going forward we will be not be coming booking our trip over here. I giving it 2 stars bc of the location and the gorgeous room. However, the lowered rating goes for the upper management. Apparently, their evaluator broke down over 8 days ago. I received bunch of text messages relating to lease agreements, checking and etc. I missed and over looked the text message about the elevator is not working. When the check in day came in I was caught off guarded about the elevator is not working. Otherwise, I would have booked in the first floor or reschedule the trip bc I have two kids and a dog with bad knees. The front desk did tried to speak with upper management about this but they will not let us switch room bc I did received the text messages. However in my defense I only responded to their driver license inquiries only. If this was in actual hotel, I would Probably had received a call in person to notify the only one elevator they have is not in accessible instead of just texting their customers to cover their responsibility. After staying over on the 4th times, what I learned they do not care about customer services. Most likely, we will not coming back over here. And this is not the first time, they screwed up, something similar situation occur took place back in 2022 and they only agreed to help us out back then because they didn't have text message system to cover their responsibility. I have stayed in other hotels before and the managers doesn't think twice switching rooms if the customer has a valid reason or the room at faulty. In this case, it was the location of the room being on third floor and access to no elevator bc it's broken. We love coming to the Rockport and this hotel was half of the reason due to its location. But upper management customer services is just left a sour taste in our experience and we will not be booking over here going onward.

Previous review: 2022 When I was there 5 years ago I fall in love with this place due to gorgeous Bayview. However, our 2nd visit was not pleasant. We arrived late at night and by that time , lobby was closed so we were provided with an instructions about our room. Once we entered our room, my jaw dropped. There was a big construction going on. Apparently, some a*hole with $$$ decide to build a house front of the hotel- blocking half of the Bayview. I attempt to contact the personnel who provided me the instructions to the hotel but she never got back to me that evening regarding about switching room. Next morning, my husband notified the front desk that we should have been notified if there is a construction going on and extremely unhappy about the ongoing loud noise with two small children with us. They did try to accommodate us by switching to a different room away from construction site. However, the ongoing noise from the constructions were so loud that we really could not hangout in the balcony- even the construction work continue on the weekends. LR is not responsible for the ongoing construction since it's beyond their control. However, we should have been notified beforehand. We should not have been charged for the full price since we had to change room and loud construction noise made very unpleasant experience. Attached photo taken from the second room that we...

Update Not one year later, we gave them another try. They seem to be taking a different approach regarding amenities that are out of service before you arrive. We got a call about the broken hot tub and repairs to the pier before we arrived. Elevator was operating this time. The AC in our room was not working properly though which is always a disappointment upon arrival. Management promptly came too see the issue, had someone out the next day to repair and it was fixed. Thankfully our large condo had 2 units or it would have made for a very sticky, hot first night. Should properly check AC before your stay and have emergency AC repair available. I would have liked to see it fixed same day as our family staying in the second bedroom of the condo had to sleep in a room too warm for comfort.

Previous review: First the good: Condo #405 Royal Reef is a beautiful condo that was beautifully decorated and spotlessly cleaned before our arrival. The view is incredible and even the patio and patio furniture were clean. The grounds were clean, lobby and pool well kept. Pier is in great shape and a good spot for night fishing.

The bad: We rented a two bedroom condo so that we could vacation with our in-laws who were so looking forward to vacationing with us and their grand kids. Well upon arrival, we were informed that the elevator had been out of service for three days. My in-laws are handicapped and cannot climb stairs. We were on the fourth floor. It was vacation ending for my poor in-laws who after driving for 3 hours were forced to rent one of the musty dank studios on the bottom floor for the night (which they were not reimbursed for) and then had to drive home the next day 3 hours back. They can’t afford a 4 night stay and they shouldn’t have to as that was the reason we rented an expensive 2 bed condo. I can understand that equipment breaks, but it is such terrible business practice (full well knowing many older folks stay here and just in general) to not let patrons know in advance of an issue like this that could be devastating to handicapped patrons and also provide the option to cancel. That is what is so upsetting to me, they knew for 3 days and did not tell us, I was on the phone twice with them on the day of arrival and no mention ever made. What was supposed to be a memory filled vacation began with PawPaw crying and kids wondering why their grandparents had to leave. Such poor communication and business practices, just shameful.

If you are elderly or handicapped, think twice about renting anything not on the first floor as the elevator is unreliable. It was out 3 days prior to our arrival and was still out of service after...

ROACHES rm 410 Little Kitty is the management company & rents each individual condo. We paid in advance Friday (7/8) for room #410 for our 29th anniversary & expressed this while making reservations with MaryJo. I heavily communicated that we were coming for a romantic getaway. I feel for them to book this anyways regardless of knowing what my expectation was; is wrong. I feel she politely took advantage of of us by taking our money for 2 nites for $398; knowing that from conversation - this would not be what i had in mind. After checkin; We chose not to stay on 4th fl rm#410 due to back door not locking, dead roaches in the bedroom & saw live roaches in kitchen! Manager Samantha politely refused to give any refund based on i signed a nonrefundable contract; REGARDLESS OF PICS OF ROACHES. I ask manager Samantha was the roaches in my contract & she replied I should have given them a chance to address it. I said, I paid $398 & I shouldn't have roaches in my room OR notify you that there are roaches in my room. I never returned & didn't stay; why not try to accommodate me based on the issues! SO DO NOT WASTE YOUR MONEY HERE! I am extremely disappointed to post this; but roaches are non-negotiable Samantha! Upgrade your contract and add if you see roaches; you must notify us to address then. I guess the roaches never check out! This could have been a better interaction but quoting the contract politely doesn't resolve anything. plus I never stayed in rm#410 based on issues. I dont think i am being unreasonable; but the managment here needs people skills; samantha was nice & cordial initially. But once we got to the issues of roaches & refund; she spoke over me; which my response to her was simply- ok samantha but i am very disappointed. She then would just continue to verbally waterhose me no break within our conversation; she was the strong one speaking & felt I just had to either match her energy or respond with "ok samantha" i hear you but i don't agree. Samantha repeatedly stated the terms of my contract to support my no refund; each time she said it felt like; I was stupid for entering into the contractual agreement & roaches in room dont matter. I ask sinclare if she wanted to see the pictures of roaches & she declined. I am sure they all knew; there were roaches in the building. I am sure rm#410 is not the only room with roaches But for Samantha to decline my refund for 2 nights that i didnt stay - is Jus WRONG. I even suggested a partial refund- she said no refund. I am also reporting this to the chamber of commerce. They need to know why i spent my money in coropus...