First let me say I have stayed here about a dozen times over the past few years- both through hotel bookings and endless vacation rental bookings. I have never had a problem or complained about anything. Even though the rooms are tired, I overlooked that for the beauty of the view. I stayed in unit 164 starting 12/14. First four nights were fine- then on the fifth night we had drunk, out of control neighbors who started partying around 5 in the afternoon. By 9 PM I called the front desk to ask them to quiet down- the units are tiny and on top of eachother so we heard everything and could see people standing outside our door and running up and down the stairs. But since its off season I gave them the benefit of the doubt- perhaps they thought no one else was there, but there was someone there- myself, my 61 year old mother and a 18 month old baby who was trying to sleep. Long story short the front desk wouldnt do anything- specifically Alexis- I was shaking and almost crying on the phone telling her how unsafe I felt and how voliate the situation was. She had no sympathy- only an attitude and actually the first thing she told me was that I had overreacted and that maybe everyone was just tired and things would be fine (as the party continues and I'm lisenting to it and my baby is crying- mind you she NEVER came by to either room to asess the situation- only decided to tell the overcroweded party room they were fine- I actually heard them say this, Alexis said its fine when I finally got security myself to the room at 1AM). I told her I felt unsafe and even though I was 100% in the right offered to move (even though it was the night in Dec with a baby) because I felt so unsafe- she told me no joke- I could move to the 'unit furthest from yours right now, behind the hotel next to the parking lot'- mind you I was in an oceanfront room at this point. I said no way thats too far and not a comp. room- she said of course it is, all our rooms are the same- and obv. I said no, oceanfront and parking lot are not the same. And its too far. I said can you assure this wont happen again and again after she told me they would be there through the weekend - she said 'no one knows what tomorrow will bring'- and did not even try to offer me resassurance that things would be OK. I told her then I had to leave the next day because the only way in and out the front was by going through these people and the steps in front of their door. She said well you booked through RCI so we cant do anything for you if you leave (finanically). The best part was when she seriously told me (again as the party is raging)- "MAYBE IF YOU WOULD JUST GET OFF THE PHONE WITH ME THEN YOUR BABY WOULD SLEEP'. When I said 'are you serious'?- she said yes. Then she told me she was 'AT THE END OF HER ROPE AND WAS HANGING UP ON ME'. And thats what she did. I was terrified knowing no one at the resort would help me but by 1AM things were nuts so I called hoping someone else would pick up. Thank goodness they did- the real security guard immediately went to their door (as music played, people screamed and laughed inside the condo)- I could hear it all since our doors were so close and they promised to be quiet. Ten minutes later- same party- and I called again. This time he said 'how many times does security have to come, how many times have they been here before- to which they said ONCE- ALEXIS TOLD US WE ARE FINE. WE ARE JUST TALKING, NO PARTY HERE. I heard the guard say you are not talking I can hear the party all the way OUTSIDE and I will call the cops. A woman starts screaming at him saying that 'she' (meaning me) is out of control and they're fine. He in no uncertain terms said to cut it out. About a half hour after around 2 they were finally quiet. Knowing they were not sober and clearly not rational or high functioning people- I stayed awake through the night- terrified. At 6AM I snuck out the back staircase from the balcony with my belongings and sleeping baby to avoid any further altercation. I am not risking my daughter- and I didnt want her to be around this caliber of people- who knows what they would say or do if I went out the front. I called the front desk to tell them housekeeping would have to go in the back because the door was locked from the inside. I ALSO LEFT A VOICEMAIL FOR CHRIS THE GM HOPING HE WOULD CALL ME BACK AND DO THE RIGHT THING. THIS WAS WEDS AT 7am- ITS FRIDAY 4PM AND STILL NO CALL (I am clearly not a priority). I SPOKE TO RCI AND TO ADD INSULT TO INJURY THEY WONT REFUND ME BECAUSE THE FRONT DESK HAD MADE NOTES SAYING THIS SITUATION WAS RESOLVED THAT NIGHT. WELL CHRIS- ALEXIS IS A LIAR- AND SHE CLEARLY MADE THOSE NOTES. ASK THE SECURITY GUARD ON DUTY AT 1AM WEDS NIGHT WHAT HE HEARD AND SAW. WHY WOULD I LEAVE OUT THE BACK AND LEAVE THE GM A VOICEMAIL IF IT WAS RESOLVED, OR HAVE TO CALL SECURITY AT 1AM. SHAME ON ALEXIS, SHAME ON CHRIS, AND SHAME ON THE WATERS EDGE. YOU MAY HAVE A BEAUTIFUL VIEW BUT IT DOESNT MAKE UP FOR THE UGLY INSIDE THE RESORT, INCLUDING THE STAFFS TREATMENT OF GOOD CUSTOMERS. DO NOT CHOSE THIS RESORT IF YOU ARE LOOKING FOR A RELAXING, QUIET VACATION WITH YOUR FAMILY OR SPOUSE/SIGNFICIANT OTHER. THIS PLACE BASED ON MY EXPERIENCE HAS CHOSEN TO CATER TO THE PARTYING CROWD. I WILL NEVER STAY HERE AGAIN- AND JUST CANCELLED A TRIP I HAD ACTUALLY BOOKED FOR MARCH. I WILL DO MY BEST TO ASSURE THIS NEVER HAPPENS TO ANYONE AGAIN AND WITH PEOPLE LIKE ALEXIS ON STAFF, MANAGED BY PEOPLE LIKE CHRIS WHO CANT TAKE THE TIME, YOU JUST SHOULDNT RISK IT FOR A SUBPAR HOTEL WITH A NICE VIEW. One last note I NEVER raised my voice or used any ugly (cursing) langauage with Alexis or any of the staff at any point despite my anxiety and terror.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.