I have stayed at this hotel at least several times per year for the past 4-5 years, and have always been happy with the service there and have even encouraged friends and family to stay there as well. My most recent experience was this past weekend, June 2, 2012. It started when I called to make the reservation on May 31, 2012. I was placed on hold for a very long time before I was finally able to book the reservation. I was told that the confirmation would be sent to my e-mail address. I waited until the next night on Friday for my confirmation to come through before I called back. When I called back, someone did finally e-mail the confirmation to me. I checked in around 3:30 pm on Saturday, June 2 with my husband and children. The children immediately went to get in the pool and my husband and I went to take some photos of the beautiful scenery. It was about 2 and a half hours later before we all really got back to the room. At that time, I noticed some very disturbing stains on the comforter of one of the beds. I immediately called the front desk to report this. I was told that someone would be right up to take a look. When the front desk clerk arrived, she had a bundle of bedding and another comforter in her arms. She looked at the stains on the bedding and told me it was paint stains (which it clearly was not). She then told me that I would have to change the bed myself because she was the only one on duty at the front desk. I was very upset and told her that I did not pay to stay in a hotel where the bedding was not clean and changed and where I would have to change my own bedding. O made it clear to her that I was now nervous to stay there at all. She stated that she would have to call her manager, but it is their policy not to give refunds, but maybe she could offer us another room. I again stated how unhappy I was and that I did not want to stay there. She again stated that she could not refund my money because the kids had used the pool and several of the towels. I requested that she contact her manager again as I was not satisfied with the options she had presented to me. She left for approximately 15-20 minutes and then came back and unlocked the room next door to ours and said that all she could do was offer us that room. She stated that she had talked to her manager and her manager was not going to come back to the hotel to deal with the situation. My husband and I were very upset of course, but needless to say, we left, without a refund, and will never stay there again. I caution anyone reading this about ever staying at this hotel!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.