4/10 Poor
Christopher
Travelled with family
22 Feb 2024
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
I am sad to write this since we stayed there 10 years ago and had the most amazing experience. We booked an "ocean view" room through Expedia. There are about 8 rooms on the first floor that DO NOT match the pictures shown on Expedia for these rooms. Mainly there is no useable balcony as they are on the ground level overlooking the pool area. There is a door with approximately 2' to the rail. Not the balcony with hammock as pictured.
We requested a change and were told we needed to upgrade to an "ocean front room". Note the listings above: "ocean view" and "ocean front" are pictured as the exact same room.... My mistake was paying the $450 upgrade assuming I could work it out with the hotel or Expedia the next day.
I notified the hotel management through expedia the next day and throughout the trip was not able to get any resolution. The whole thing felt like a scam. I was told through emails with management to speak with an agent at the guest service desk, and was given a name. This agent then proceeded to play dumb.
We are still working to resolve this through Expedia. Disappointed in the hotel and Expedia for allowing that listing to remain as is. Also mad at myself for not paying attention to the similar reviews I read before booking. Read them
There is also constant harassment to attend a timeshare presentation for resort credit that you cant use. Very annoying and a new development.
The service staff outside of the front desk area are great however.
Christopher
Stayed 6 nights in Jan 2024