4/10 Poor
DONNA
Traveled with partner
Mar 17, 2025
Disliked: Staff & service, amenities, property conditions & facilities
This was the 2nd worst resort we have ever stayed at. We are so disappointed and spent so much money that we feel was a waste. No upgrade was offered to us even though it was a VIP access hotel. We had to ask to upgrade to a swimout room. We had been traveling and playing hard for 14 days and wanted to relax for a couple of days and catch up on sleep before returning home. Even though their website and Expedia showed that they had king swim outs available, they claim that none were available and are only option was in the preferred club area. We decided to spring for it because we wanted our own swim out pool and they put us in an end unit that are supposed to have bigger pools. The pool was tiny and it was absolutely freezing. I asked if they could turn up and they sent somebody to check and said they'd turn it up 2° lol! It was so cold that it was unusable and it was over 90° there so the pool was pretty cool to not be able to use it. It was filthy and hadn't been cleaned and had scum on top of the water as well as lots of leaves. Two days in a row, employees entered our room without knocking. One time I was changing to get in the shower and it was very distressing. The AC did not cool lower than 74 and there are multiple broken items in our room. The tv remote didn't work. They disabled the buttons on the phone so that you had to use the tablet in the room which wouldn't hold a charge. But the timeshare folks call constantly. Staff were rude and uncaring. We won't be back
DONNA
Stayed 2 nights in Mar 2025