0 stars -- Extremely disappointing and awful, dirty, stressful experience…read more
I've stayed at Camelback Resort / Aquatopia several times before and always had great experiences, which made this visit even more shocking.
I booked a one-night stay months in advance (back in November) to celebrate my daughter's birthday. I arrived around 12:30 PM on March 30, 2026, with six children and was told I'd receive a text when our room was ready. That text never came.
Around 5:00 PM, I checked in again and was told the room would be ready in 10 minutes. I went up about 35 minutes later--only to find the room hadn't been cleaned at all. I then received a check-in confirmation text at 6:31 PM, but the room was still dirty.
I went back to the front desk, waited again, and was told we were now "top priority" and should go to dinner while they finished preparing the room. After returning around 9:30 PM, the room still wasn't ready, and no one could give me a clear timeline. By 10:00 PM, we were essentially told to just keep waiting--with six kids and no place to go.
To make matters worse, there was little to no urgency or accountability from management. The front desk employee was kind but clearly overwhelmed, and it was obvious this situation was bigger than her. There were multiple families in the lobby in the same situation--waiting late into the night with children and no rooms available. I also saw many families leaving with their suitcases.
At that point, with no clean room, no answers, and no safe or reasonable option, I made the difficult decision to leave and drive two hours home late at night with six children. My daughter's birthday celebration was completely ruined.
I also reached out to the resort via Instagram the following day (and again the day after, and again today), shared photos, and left my contact information--but received no response, other than an DM on Instagram stating I will be contacted. I have also left reviews from their survey, as well as sent an email last night, still no response.
Beyond the inconvenience, this raises serious concerns about cleanliness and overall management. Being given a dirty, unprepared room at that hour is unacceptable.
I am still waiting for:
Anyone to contact me from Camelback! Also, I am requesting a full refund and clear communication from management as well as them accepting accountability for how this situation was handled.
This was an incredibly disappointing experience, especially for what was supposed to be a special occasion. I truly hope the resort takes steps to improve both their operations and customer service moving forward. I also hope they make it right for my family.