I called a month in advance, with specific requests to accomidate my father who is disabled and cannot walk very far without using oxygen. We have stayed here many times and enjoyed it. We were familiar with the layout of the rooms and hotel so we requested a room on the 2nd floor near the elevators and snack bar and also overlooked the pool. I was told the week we wanted was bike week and no rooms were available so we changed our vacation to later in the month of Oct. and was guaranteed the room we requested. I confirmed twice with the staff member over the phone before paying the deposit because some problems occured with rooms during our stay back in June. "No Problem" she said.
We went to our room and it overlooked the parking lot with rails on the balcony so tall you could not look over them. It was as if you were in a cage or prison. I complained and was told they had no rooms available and I was wrong because their staff cannot guarantee any rooms. OMG! I must have imagined all of that! The manager would not even come out of the back room to speak with us. Finally we were told we could be moved on Sunday. We had to wait 2 days in a room we didnt want. We could not unpack because they only move you, not pack you up and move you.
The second room was nice at first. Clean, nice view of the pool and ocean, but the toilet stopped up and leaked out from under it. We called but nobody came. We had to go down and get a plunger ourselves and just place towels around the base of the toilet the rest of the week. then the pipe under the sink burst and the pathway through the kitchen living room was flooded. The leak was fixed quickly but the water in the carpet had a very bad odor and nothing was done to fix it.We walked on wet nasty carpet the rest of the week. Then it turned cold and we turned on the heater and went to sleep to be jolted awake by the fire alarm ringing and smoke in the room. Not good for a disabled man with a heart condition! It was 4am and 35 degrees outside and we had to open all the doors to let the wind blow the smoke out of the room. Noone came to the room once again!
Not one time did any member of mgt. appologize or try to make up for the many problems we ran into this trip. We were informed this was a popular golf week and the residents who owned rooms came this week and we had to be moved, so basically, we were unimportant to them because their upper class guests who owned rooms and bought golf packages were at the top of the list. Get all your information about this place and their business practices before you stay.