From several of the reviews we had read we had our concerns about this property being below average and severely overpriced. But all of our concerns were put to rest when we checked in.
The hotel is very nicely designed inside, but the lobby is on the small side. Love the availability of the luggage carts. Made it so easy to get everything in one trip. We had a family suite on the 4th floor. It was very quiet! Request the top floor if it is available. From what I was told by other guests on lower floors, they did not experience the same quiet we had.
The room was clean and very large. It felt like our room had been recently remodeled. The beds were very comfortable and although a small TV, it was at least a modern TV! Plenty of room counter space and lighting. The balcony is a nice added bonus.
MagiQuest is awesome for kids 6 and old. My son loved it! We loved working with him to complete the quests.
Overall the hotel is very clean from carpets, pool, lounge area, parking, etc.
The Game Room - We had great experiences with a couple of the staff in this area. They were so helpful and nice towards my son. He had his eye on a certain prize and the staff worked with him to help him get this prize.
The pool is great. I really liked knowing that my son was having a great time and everything was within his ability. Wish they had more lounge chairs outside.
Noise levels on the lower floors
I don't think they are justified charging the rates they charge and adding on a $12.99/night property fee. No one could tell us what that property fee paid for.
The staff's customer service across all the departments we encountered (pool, dining, bakery, front desk, housekeeping, MagiQuest, game room, and retail store) was hit or miss. I would say that it was more of a miss.
Housekeeping was inconsistent with making ALL three beds, changing towels (they actually folded up a dirty towel from the floor and put it back on the shelf), and changing dirty sheets. But they did not mind taking the tips we left from them each day. On the good side, housekeeping was always done quickly in the morning, maybe too quickly.
Bakery - The person working behind the counter just did not want to be helpful. She would not answer questions with words, just shrugged with her shoulders to point out the selection of this or that.
Restaurant - First, it took asking the omelet station if there was a host/hostess to seat us after waiting for 5+ minutes. Secondly, the server we had was just rude and cranky. In her defense it was towards the end of the breakfast service, but every request from napkins to water to silverware seemed to be such a hardship for her. She also screamed across the room to another service that his people needed their check.
MagiQuest - The person that we signed up with seemed to want our sympathy that he had to do that job. It was more of a chore for him and he obviously did not enjoy what he was doing.
Overall, we will will definitely visit again even knowing that the staff will be hit or miss. Wish they would open more in the western United States.
Ask for the 4th floor!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.