4/10 Poor
Sonya
Business traveller
21 Mar 2025
Liked: Cleanliness, amenities
Disliked: Staff & service
I've stayed at this property a couple of times and most of that staff is very helpful and friendly. However a gentleman at the front desk has always made the whole experience very sour. The first time we stayed, they had just opened, he took 20 mins to answer the phone in the morning when I needed a wifi password. He then responded with a condescending tone and was very rude with all of his responses. On a later trip, he helped move a trip we had to reschedule, he did it incorrectly. When it came time for us to check in the informed us that one of the rooms were marked as a no show. The party I was with had to book another room at another hotel on spring break weekend which was a disaster. I tried to fix the situation but it took be multiple times leaving my number with no callback from any manager. Finally at the end of the night I came back before he left for the day and he was able to help me. The booking manager was helpful in getting us a room but it took 1 hour and tried to play it off as, "we are all booked but we can accommodate you." They ended up charging us for another room, at spring break rates and did not offer a refund. Gaslighting me into believing that they were helping us out, as if it was my mistake to fix. The fact that this hotel is a Marriot Bonvoy, and this is the service you receive it pretty outrageous. All and all, the resort is beautiful and the amenities are luring, but overall not worth this headache.
Sonya
Stayed 2 nights in Mar 2025