I reluctantly accepted keys and went up to find my room looked at the sides of buildings, not at all what I was sold on, and reserved on the website. Upon arrival the desk person said I was out of luck on high floor, ocean view, or smoking. I reserved a one bedroom suite with ocean view, high floor and smoking. I chose your facility top spend my 20th anniversary and it was definatly a mistake. I won’t be going there with my children again and I can’t imagine I will go back by myself to play either based on how aggravating the experience was.…

It was overall a very disappointing, frustrating experience. The pool closes at 8PM so not being able to check in/get in a room till almost 6 limited the amount of time we had left for the kids to swim which was one of the main reasons we came. I waited an hour and finally asked the concierge person (the only helpful person I met there) if we could at least use the pool for the kids while we waited and he told us he didn’t know why we weren’t given a key and that there was a room ready on floor 16 for us. It was after 5PM at this point and I was told my room was not ready and I could find somewhere to wait and would receive an email when it was ready.

After over an hour of going back and forth between lines, I went to check in and was told that I had a balance (not the resort fee or incident deposit) and when I asked why since I paid online they told me “I don’t know”. When I explained I already stood in the original line and was told by an employee to go to this line, I was told “well that employee doesn’t know about our process and this is the wrong line so you need to get to the back of the other line again”. I did as told and when I got to the front of the second line after another 15 minutes of waiting, another employee told me that I was in the wrong line. I stood in one line with 2 young children for almost 30 minutes before being told by an employee I was in the wrong line and to switch to the other line. There were two very, very long lines for checking in with vague descriptors (arrival and departure or pick up key). I went overnight and from arrival had huge issues. I had only heard good things about this resort before trying it.

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