We reserved a poolside suite for Sunday February 23rd. We live locally, but I had a gift certificate that I had purchased at a charity auction and it was what my son wanted to do for his birthday. My husband and son went early to swim (before check-in) while I took our daughter to a birthday party. When I arrived at the hotel, my husband had already checked in, BUT apparently there had been some sort of sprinkler malfunction on the first floor and they were remodeling the entire floor, meaning NO poolside suite. So they had given us another room. While I completely understand a sprinkler malfunction is not the hotel's fault, my question was...Since we had reserved a specific room why didn't anyone call us to let us know the room was unavailable??? When I spoke to the front desk, I expressed my displeasure that no one had contacted us so the gentleman at the front desk did give me my gift certificate back and said the room was on the house. While I appreciated that, I still would have preferred notification since this was for my son's birthday and we would have made reservations that suited what he wanted to do at a different hotel.
Once the room issue was somewhat straightened out, we went down to swim. The hot tub was colder than my last bath and the pool was even colder. Silly me, I thought the idea of an indoor pool was that it is warm year-round! I barely lasted 10 minutes in the not-hot tub and proceeded to get out and wrap myself in towels. The courtyard area was also extremely cold. After about 20 minutes my daughter was also too cold and had to get out.
After our sort-of swimming. We went to the room, picked up pizza for the kids and let them get a movie on the TV. My husband and I wanted something better than pizza so we decided to order room service. I got the fish and chips and he ordered the burger. We have eaten at Poppe's (the bar at the hotel) before and it has always been good. However, the room service food was TERRIBLE. I literally had better fish when I got a fish sandwich the last time I took my dad to McDonald's. And the french fries were inedible. My husband's burger was okay, but his fries were terrible too. It was NOT worth $38 that's for sure.
All in all, the room was fine (clean, comfortable beds, acceptable bathroom), but the fact that they didn't notify us the specific room we reserved was not available, the pool and courtyard were freezing and the terrible food, we certainly would make different hotel plans for another special occasion.
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