I will NEVER stay here again. I had booked my room online (a 2-room suite with 3 beds). When we arrived, my husband checked in and we went to the room, only to find that we were in the wrong suite (we were given a 2 room suite with 1 bed and 1 couch). I went to the front desk to explain the situation and to show her my confirmation email and she said that our reservation had been changed that morning and there was nothing that she could do. I received no notification, even though my phone number and email were both on the reservation. First she told me that the room was overbooked so we were moved, and then she told me that it was closed for maintenance. I wonder which one was true? I was persistent that they move us to the correct room since I had a confirmation and I needed 3 beds for my family. I was told that there were air mattresses available. To me, that is NOT the same thing as sleeping in a bed. I expressed my frustration and disgust about not being notified about the change in our reservation and she offered me breakfast coupons to "make me feel better." Since they were "full" we had no other options. (But, even though they were "full", a gentleman in front of me was able to book a room...)
The room was dirty and cold. The loud heater couldn't keep up with the drafty windows. I had to bundle up my baby to put her to sleep because the room was so cold and the only place to put her pack & play was in front of the drafty window. The room door had about a 1-inch gap on the top and bottom of the door so I had to put a towel down to block out (some of) the noise. I could hear every door slam and person walking down the hall. The carpet was so dirty that I didn't want my toddler to walk on it. The bathroom floor was gross and obviously hadn't been scrubbed because there was hair all over when we checked in. The TV remote didn't work. The bathroom was small. The bathroom sink has more water pressure than the shower does.
The only good part about our stay was the food in the restaurant. The breakfast buffet is great and the coffee is very good.
Do yourself a favor and stay somewhere else.
Don't stay here.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for reaching out to us again in reference to your experience. As noted we regret very much that a maintenance issue negated us from selling you your requested room type. We genuinely thought the call back to make sure you were comfortable and adjusting your room and tax 30 minutes into your stay was to your satisfaction.
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I really hope we'll have an opportunity in the future to turn this negative experience into a positive one.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.