6/10
My family and I recently stayed at your property to celebrate our 28th wedding anniversary. We arrived at the hotel at approximately 4:30 PM and were assisted by Leticia at the front desk. Unfortunately, we were informed that our room was not yet ready. When we inquired about an estimated time for check-in, Leticia was unable to provide one. Instead, she stated that if we paid an additional $100 per night, she could contact housekeeping to prioritize our room.
I expressed that I was not willing to pay extra and requested the same level of urgency regardless. Despite following up multiple times, we waited nearly two hours before receiving a room. During this time, we were left without updates or assistance, which was both frustrating and disappointing—especially during a special occasion.
It wasn’t until a staff member named Curtis approached us and inquired if we needed help that we finally received prompt assistance. Curtis immediately apologized and found a room for us right away, for which we are very grateful.
We have previously stayed at various resorts including Disney Resort, Orlando Resort, Great Wolf Lodge, and Kalahari, and have never encountered service of this nature during check-in. While the remainder of our stay was enjoyable and the accommodations were lovely, the check-in experience significantly impacted our first impression and anniversary celebration.
Tarkistettu asiakas
3 yön matka perheen kanssa
