Booked a spring break vacation. Arrived well-after check-in started, parked, and walked in to a really long line of customers waiting to check-in and only one employee at the front desk. 20min later we were told our booking could not be found. They had a glitch in the system and for some reason it didn't register (but was paid) and so they double booked. The solution? Another 20min of trying to figure out what to do, get a hold of a manager, and then finally they offered a temporary 1 bedroom suite (for free) and promised to move us to our 2 bedroom ocean view suite the next day. We booked 3 nights so this wasn't the worst compromise, but it was a huge inconvenience and so the first night was completely not what we had planned for in terms of comfort and privacy. We also ended up sleeping on the pullout couch in the living room, which was loud due to the lack of sound insulation from the hallway.
The next day, we had no news on a) when we would be moved or where we'd be moved to. It really disrupted our "relaxing day at the beach" plans as we had to follow up with the front desk proactively to get a response and then be at their beck and call when they were ready to fix their mistake. Service at the front desk could definitely have been better as their lack of follow through and consideration was unacceptable. They ended up telling us to "come back" after 11am checkouts because evidence fly they didn't know what would be available (contrary to what they had told us the day before). Went back after brunch and was told they'd call us (because again, they didn't know). Finally when they did call us, they moved us from one wing to another (far) and did not offer a cart or a bellboy to assist with the move. This wasn't evidently our problem. And we didn't get our promised 2 bedroom suite with a view (aka what we paid for) but instead we were given two 1 bedroom suites next to each other.
A $50 dine in credit does not compensate for all of our stress and effort, not to mention the time we wasted dealing with the front desk.
In total we spent the night in 3 different rooms, all renovated, but here's what differed in each room:
1 bdr ste (limited view): The first suite had a side view (some ocean view) and was on a lower floor and had two queen sized beds with cushions. The bathroom had a bathtub and shower. The kitchen had a dishwasher. The living area had a small dining table and two chairs and a nice lamp. The walls had wooden paintings which meant less echo in the rooms.
1 bdr ste (with view): this suite had different bed frames (less nice looking, no fabric ), and no cushions on the bed. The living area had the same sofa bed but no dining table and/or dining chairs. No dishwasher or any way to wash dishes (sponge/dishwashing liquid). The living area also had more echo in the rooms with the glass covered frames. The bathroom was lacking a handheld shower head (half-installed). No bathtub. The TVs were smaller in both the bedroom and the living room.
1bdr ste (with view): this one seemed upgraded compared to the one next to it, with proper bed frames and a shower head in the shower. Otherwise it also lacked everything in the other room, such as the dining table and chairs, dishwasher, a way to wash dishes in the absence of a dishwasher, and no bathtub. Also had smaller TVs.
The TVs have direct TV, Netflix, and Prime but nothing else. Couldn't login to our Hulu or Disney+.
Beds were too soft imo.
The ocean view is beautiful. Giving 3 stars for its location and the views.
The indoor pool was very humid and very busy. There's a small game section with card access. You can win prizes. There's also a ping pong table and a tiki bar. It was extremely busy and loud with a lot of splashing. They allow swim toys, such as inflatable rings, water guns, and other floaties so you can imagine. Kids loved it. Adults have to fight for poolside seating. It's a battle!
The gym is currently not available even thought the website claims it is. The lower arcade is also unavailable. The spa seemed closed whenever I checked. The restaurant also had very specific hours, which we were able to enjoy on our last day (ala carte brunch). The coffee shop was also often closed where several patrons were upset they couldn't get coffee in the middle of the day.
The rooms have keurigs and free coffee though. read more