We made a reservation to stay at Las Palmas in a 4 bedroom 3 bath condo. The process of booking the condo and giving my money went smoothly. After they had my credit card information it went downhill.
We were told we could be in the condo between 4-5pm. Which is an unusually late check in but we took what we could get. Spring Break in St. George is pretty booked so we were happy to have a nice place to stay. I checked in and they told me the condo might not be ready until after 5 but that we could have access to their facilities. They said it in a way that made me think their facilities were something we would be excited about having access to. It was more of a community pool style bathroom with a run down shower and a few lockers in a cramped room. Our group alone couldn't fit well in there and that was for the whole resort.
We had 10 kids including 2 babies and had just come off a really long drive. We had planned to do dinner in the condo that night and looked forward to checking in and relaxing and getting the kids settled somewhere. We figured we could do anything for a few hours, got the kids in their swimsuits and headed out to the pools. At 5.15 I called and they told me it was not ready yet but would be soon. At 6pm I still hadn't heard and they told me it was almost done. At 6.30 I called and asked if we could get in to at least start cooking our dinner (which I had been telling them we were planning on since the beginning of the day when I was hoping for an early check in). She said the unit was still not ready. I asked if we could at least go and put a baby down for a nap and asked her where they were in the process. I asked her to please call housekeeping and give me a time. She put me on hold for a while and then came back on to let me know they had just STARTED cleaning our room. We had tired, hungry kids, which is our own fault except for that we had planned our evening around the GUARANTEED check in time of 5:00. I was livid and so were the other moms. They told me they would call me when it was ready. I won't bore everyone with details about our crazy and frustrating night but I will just say that by the time we got in to the condo - 8:00 PM we were done. They told me I could talk to a manager in the morning.
The manager was less than helpful. She told me they had a lot of rooms to clean and that we were unfortunately the last thing. She didn't apologize or even seem to understand that we had paid a LOT of money to have a place to eat dinner at a condo rather than a restaurant wrangling a lot of kids. She comped me our cleaning fee which didn't even cover the cost of our dinner that we had to buy because they did not live up to their side of the contract.
I was very disappointed that they did not offer anything to us to let us know that this is NOT how they do business. It was more of a "this happens" attitude. I would love to stay at Las Palmas again as we had a great time and they have great facilities but I would NEVER stay in a condo managed by Green Valley. I would advise everyone to be very careful of this managment company as they are dishonest, and do not care that they don't do what they say they will do. I feel sorry for the owner of unit 806 because it is a really lovely condo and had we not had such a terrible experience with the managment company we would be trying to rebook that specific condo a lot.
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- Also Known As:
- Green Valley Hotel St. George
- Green Valley Spa And Resort St. George, Utah