I came here for a conference in October. It was a little overwhelming at first, after check-in they had a shuttle take me to my lodge, which was quite a distance away. I didn't like the fact that I couldn't just walk to my room and back. The hotel check-in process was speedy and very professional, which I appreciated.
That first night, however, an incident happened that ruined my whole experience at this place. I had gone out to pick up some dinner and brought it back to my room, like I do at most hotels that I'm in when I travel. After eating, I dropped a pen on the floor and bent down to pick it up. I then came face to face with the biggest roach I've ever seen indoors. It's very important that I differentiate: this is an American Cockroach, not the German Cockroach, so they aren't the same nasty infestation bugs that people think of in big cities - nonetheless, it was repulsive, huge, and freaked me out. They said it probably happened because I had brought food into the room (how would I have known not to do this??).
The hotel did a good job managing this situation - after I called the front desk, they sent a bellman over to remove it, and moved me up to the third floor. The bellman was a little too casual with it for my liking (he stomped on it and then kicked it out of the room). Obviously he has dealt with this before.
I have spoken with several people about this, and from what I understand this sometimes "just happens" in Florida but I haven't really had any incidents like this before in any of the places I've stayed in Florida. From then on, I spent 3 nights sleeping with the tub and sink drains stopped up and left a light on overnight, meaning I didn't sleep really well. To be fair, I saw absolutely nothing on the third floor, but the first floor incident and the mere suggestion that another one could be in the building was enough to leave me very uncomfortable in this hotel.
The manager called me to make sure I was ok, which I appreciated. However, unless he was going to sit in my room and watch for roaches while I slept, nothing was really going to make me comfortable again. Being from New Jersey, I've never seen anything like this before and it was definitely the stuff of nightmares!
There were other issues regarding this hotel. It's under massive construction, which I can handle, but it does mean there are limited services available. It's expected to be complete in February 2014, so until then it's not the greatest view of the property. One night the wifi decided to argue with all of my devices, and I couldn't get online for the whole evening. Many other conference attendees were really frustrated about this. I also couldn't stand the fact that I was so far away from the parking lot. I did start walking around the property more, as I hate calling for a "shuttle" (bellman in a golf cart) to transport me around like I'm some kind of royal or something. It felt like it limited my freedom a bit, and I don't like that feeling. The TV connection also was grainy and full of static.
One thing I must commend this resort on is their customer service. The employees were very friendly, professional, and incredibly helpful. They answer the phone quickly and seem to be very interested in helping you out. The callback from the manager after the roach incident was appreciated. I think they have a great staff, but they are dealing with a lot of things that are simply outside of the employees' control and they're doing the best with what they have. Also, I think the bed was really comfortable. I just wish I was able to sleep peacefully with the lights off. The air conditioning worked like a charm and the room design was very nice. The property was incredibly beautiful (outside of the half of it that's under construction) and if I liked golf at all I probably would have really enjoyed this place.
As far as a hotel/resort is concerned, however, I wouldn't recommend this experience to anyone who isn't used to dealing with roaches (especially those that are about 1.5 inches or more in size). I doubt I would be back to this place, unfortunately.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Valued Guest;
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Thank you for sharing your feedback regarding your stay with us this month. I appreciate your review regarding our customer service; our associates are genuinely enthusiastic to assist our guests and ensuring that our visitors have a great stay.
I'd like to personally apologize for the discomfort you encountered in your room. It should be your own private sanctuary and not a source of stress. There is no reason as to why you should have found a bug in your room, and I assure you that we do not have a pest issue in our Resort and that this incident was taken care of. We have regular pest control maintenance to proactively assist in insects being repelled. In regards to the shuttle, my apologies that your experience was less than ideal.
I hope we have the opportunity to welcome you back to our Resort to regain your confidence in us.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.