Nice facilities & location but lackluster service.
Posted Apr 13, 2017
I was vacationing with my spouse and two young children. Our experience was generally positive as the hotel is well situated, the rooms & facilities are nice, and the dining options are reasonable. However we were disappointed by the service, with the exception of the Bell staff who were consistently professional/helpful, from registration to the pool staff to the dining areas. We found the staff to be poorly trained and not very service oriented. Many were unable to answer basic questions and answers were inconsistent across staff. Some of the dining areas had staff that bordered on rude. For example, I asked 3 different pool staff which pools were heated and got 3 different answers in a day - all of them were wrong. At breakfast, our server was changed midway through the meal without us knowing, resulting in lost orders, long waits, and, surprisingly, no apologies or acknowledgement. We were also given different replies whenever we called the front desk with basic inquiries - for example a call to ask whether the hotel offered a cable to connect an ipad to the television led to multiple different responses. First yes, but none was available - please check back. Then yes and that I would be called shortly as one become available. Then that no such cables were ever offered. When I said I had been told 2 other times a cable was available, I was then told one could be made available for $79. Lastly, my bill was incorrect at checkout - not in my favor, of course.