“Surprise turned into a disaster!”
I brought my husband here for his birthday, this stay turned out awful. Checked into our room sat down to eat dinner with a movie but couldn't cause the DVD player wasn't hooked up. My husband couldn't figured out where the HDMI cable was 15 min later realized it had fallen behind the entertainment center, food was nice and cold. Second issue, wanted to go for a swim. You would expect that in this VERY expensive pool suite that the pool controls for the pool jets would work but they didn't so we have a pool but can't actually swim in it. Third issue the pool water was soooo hot that we couldn't even stay in it for more then 5-10 min. Also the pool room was so hot it was unbreathable. The pool suite was not worth it. If you can't swim due to the controls NOT functioning properly or cause it was just way to hot. Now I tried to resolve this issue with the GM Maureen but she decided to literally tell me I was full of crap cause she personally checked this room and the DVD player worked just fine ""I asked then if you tried the DVD player and it worked just fine then why would you leave a DVD that belonged to someone else in the DVD player"" she said that all she knows is it worked what happened in the room after she checked it is out if her control. Same for the pool she checked the whole room and everything worked just fine. She is the one that lights the candles, checks the TV, DVD, RADIO, and POOL well the pool DID NOT WORK. Then she has the nerve to tell me that I don't have any reason to be mad or yelling. When I tried to explain to her that the condition of the room along with her attitude and her tone was what was upsetting me she decided to tell me my attitude was [--] her exact words and then HUNG UP ON ME. WOW what customer service that is, I was called a lier, told I had no reason to be mad or yelling, then I'm told that I have a [--] attitude and to top it off I get hung up on by what this place calls there General Manager. What happened to respect and courtesy? I'm not exactly sure but with this one I'm gonna say they need to retrain or get a new GM. The rest of the staff was very sweet. I just hope that I get a call back from the owner like I requested.
more