4/10 Poor
Verified traveller
Travelled with family
29 Jul 2025
Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
Terrible check in
Unfortunately the service at the hotel was terrible, specifically check in. We reserved two rooms for three adults and three children. When we arrived at the hotel at 6pm (check-in time listed on the reservation was 4pm), the receptionist told us that the rooms were not ready and she didn't know when they would be ready. We were sightseeing that day and children were very exhausted. When I politely asked the receptionist to understand our situation, given that children were involved, and look for any available rooms, so we could rest,her response was that the check-in starts at 4pm with no guarantee when the room will be available and we would have to wait. We had lots of luggage which she offered to hold in the back, meanwhile gave us one key to access the pool while we wait. The one key she gave us worked only on the access door to the pool and no other access doors, including the main doors on the 1st floor to access the hallway to the pool or the gym where the bathrooms were (where we could change). So we kept dragging children back and forth asking staff and some guests to help us access the bathrooms to change the kids.Nightmare. Kids tried to enjoy the pool but were too tired and wanted to rest, which at that point my frustration was over the roof. I went to search for the manager. Floyd was able to find us rooms instantly. I wish I remembered the first receptionist's name because the level of disregard for customer service was shocking, attitude not fit for hotel.
Verified traveller
Stayed 2 nights in Jul 2025
