Ok, this is a little different of a review than I usually do. I will get to TowelGate shortly. To start with, our room was clean. There was no screen door so we could not enjoy the fresh air on this beautiful weekend for fear of the flying insects coming inside. There were no outside patio chairs so we could not enjoy our own patio, just a cement slab. We had nowhere inside of our room to enjoy our meal. There we no ottomans to put your feet on or your meal on. If we had an ottoman, we could have put it in between both of the chairs to use as our foot rest and to put our food onto. Instead, we had to pull both of our chairs up to the bed and put our food on top of the bed so we could eat together. The only other option was one person at the desk and the other person? It is not a very thought out design for comfort. The shower curtain was nice but too long. It needs to be hung higher because when it gets wet, it stretches and then you are standing on it with all the slime, germs and athletes foot from the previous guests. That is an easy fix. The shower head was nice and had good pressure.
OK, on to TowelGate! We went to the waterslide park and we must say, it was pretty cool. This was a very very busy weekend and we could tell this waterslide park was very popular with the kids and families. Infact, it was such a busy weekend that we had very little choice on our room location. So, when we got to the indoor waterpark, there would be anywhere from 30-60 people there at all times, cycling through (we were there for 2 hours). The only staff on site were two young lady life guards. There were no staff to take care of providing clean towels, (there were NONE!), no staff onsite to clean the restrooms, HORRIBLY DIRTY with wet floors, toilet paper on the floor, etc. No staff to keep the pool areas cleaned and pick up all the used towels sitting around so they could get washed. It's like the hotel booked all of these customers, and then just forgot about us. We complained, as did others to the poor young lady life guards that had no responsibility for cleaning duties. These poor girls would then have to call the front desk on our behalf and receive promises of pool towels arriving in 20 minutes to 1 hour. The girls were very sweet and apologetic but were pretty helpless. Well, we waited and waited. After we had been there 1 1/2 hours and enjoyed this wonderful waterpark, we called the front desk ourselves, using our cell phone. They promised us that they were having towels delivered to the pool shortly, and were just finishing washing them. Meanwhile, customers were going to their own rooms to bring their towels to the pool. We did not want to do that as then we would not have a clean towel for our shower afterwards. Finally, after almost 2 hours of being there, my husband got fed up and walked dripping wet to the front desk to demand towels. While I was waiting for him to come back, I saw an official looking woman with a large amount of keys dangling start talking to the young lifeguards. I immediately went up to her and explained to her what was going on and our frustrations we were experiencing at the pool. It turned out she was the manager on duty. It's funny, she seemed oblivious to all that was going on, and how frustrated all these customers were at the pool. She said they ran out of towels and were busy washing them. I explained to her that her hotel was very busy and looked pretty full to us, that this couldn't have been a surprise to them as people book ahead. So why couldn't they have planned for this many guests and have plenty of towels at the pool for our use? She gave no satisfactory answer back, but pretty much stuck to her story. I did have her take down our name to note that we had complained. After she left, my husband came back with 3 towels for us. We gave 1 of them to a family that was complaining to the poor lifeguards again. Our room must have set us back around $130 to $140. It was just very surprising that this nice hotel has such a poor system for taking care of their pool area customers. We are sure they have a lot of repeat business with this type of waterslide park. It is a fun slide and we imagine it is crowded every weekend during the summer. The slide area is inside so they probably have a decent business in the off season too. In our book it always comes back to poor management. They are not doing a very good job and could easily fix this issue with new management or a better system. The next morning before 8 a.m., we had a room service delivery of a carafe of coffee for two. This was possibly their way to make up for our frustrating experience, I don't know. A phone call apologizing would have been better, maybe an offer for breakfast on them? We were trying to sleep in, had a Do Not Disturb sign on our door which they knocked on anyways. Plus, I don't even drink coffee. I guess the thought was there...
Will we go back? ONLY if we know that changes have been made, they have assigned Staff to be in charge of the pool area to keep it and the restrooms clean, and constantly replenish the towels.
NO towels at the pool / waterslide areas! You must arrange for your own pool towels BEFORE you go o...
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.