Our recent visit to KeyLime Cove was beset by inadequate staffing. If asked, I have no doubt the hotel management would say it was just a super-busy weekend (the only non-blacked out Saturday in September for which a Groupon could be used). However, as these examples demonstrate, I think it was just inadequate staffing - obviously to keep costs down - that marred our experience.
1. At check-in, there was a long line. Yet only 3 front desk people were working the line despite 3 additional workstations that were unmanned. Eventually, a 4th person showed up (not showing any sense of urgency as he ambled up to the desk) but that didn't stop the check in process taking well over 30 minutes.
2. There were two guys working 5 slides (the "Vortex" and 4 others). They took safety very seriously and would only let a slider onto the slide when they were sure the previous occupant had exited the end of the slide. But there was just too much for them to manage. So slides would go empty long after the previous sliders had exited at the bottom. As a result, the line moved incredibly slowly. If they'd had even one additional person manning the slides, I think the line would have moved 50-75% quicker.
3. For dinner, we went to the D.W. Arthur restaurant on the premises. Despite the restaurant being about 50% occupied, we waited at the hostess station for about 15 minutes as she attended to other guests. When eventually we were seated, she informed us that they had run out of menus and she would try track one down. Can you imagine a restaurant running out of menus? You would think that even at 100% capacity, they'd have enough menus for everyone! After waiting for about 15 minutes for someone to come take our order, we realized we were in for a long dining experience and just got up and walked out.
To top it off, we had a poor room location. It was 2102, the VERY FIRST room you come to one you leave the common area/reception/gift shop areas. In addition to the obvious people noise, there was also the constant dinging of the elevator. I can't really blame this on the hotel - someone had to get that room - I just wish it hadn't been me.
Unless the kids - who admittedly had a good time - twist my arm way far behind my back, I have no intention of returning.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for sharing your feedback on our resort. We sincerely apologize if you felt that the check-in process was rather long. After reviewing your reservation, we noticed that you were checked into your overnight room at 1:10pm. Our standard check-in time is actually at 4pm but our front desk works in conjunction with the housekeeping staff to get guests into their rooms as soon as they become available. It appears that we were able to get your family into a room nearly 3 hours before the guaranteed time. As for the waterpark, we appreciate that you felt our lifeguards take the responsibility of protecting the safety of our guests very seriously. You are correct that it was a very busy weekend for us as many people were staying with us under the groupon promotion. However, we can assure you that our lifeguards are highly trained to move lines very efficiently and in the safest possible manner. We completely understand your frustration with the wait times in our restaurant, D.W. Anderson’s. Please don’t hesitate to ask to speak with the restaurant manager to explain your concerns so that he or she may offer a solution to you and your family. As for your room location, please feel free to request a specific room location at check-in. If we have rooms available, we would be happy to accommodate your request whether it would be on a particular floor or location in the hallway. Our number one goal is to exceed the expectations of all of our guests and it seems that we failed to do so with your family. We can only hope that you would consider staying with us again so that we may improve upon your first impression of our resort.
KeyLime Cove Management
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.