A bunch of girlfriends and I went to the resort for one night for a mini spring break. We arrived at the resort at 3:30. We were able to registar but were unable to get our keys because they were still cleaning our room. We were told to come back at 4. when we came back at 4 we proceeded to wait in line for ONE HOUR to just get our keys. We we finally got to our room at 5, we decided we would go to the water park for the rest of the evening. Little did we know it would only take us about half an hour to go on all the slides and around the lazy river. After this we went back to our room to hang out. Later that night when we were about to go to sleep, we realized we did not have a king sized bed like we were suppose to. Also the extra blanket that was in the room for the pull-out couch had holes in it the size of softballs. We had seven girls in one of the studio sweets. When we booked our room, we were told we would have one king, one queen, and a pull-out couch. Well we had two queens and a pull-out couch. Not enough room to sleep 7 adults. We called the front desk and told the manager our problem and he proceeded to argue on the phone with us that we had a king size bed. He finally asked if we would like housekeeping to come down and measure the bed. We said sure in hopes that something would be done. When housekeeping arrived they agreed that it was a QUEEN. We called the manager again to let him know and we asked if we could have a fold-away at no charge since we were lied to about having a king, he told us that they had none left. Then the manager said he was going to send the maintenance men down to measure the bed. When they came they too said it was only a queen because the room was a handicap room. We never asked for a handicap room and apparently when you book a room at the hotel they dont know which room is a handicap room. The maintenance men then asked us if we would like a fold-away bed for the night and we told them the manager said there were none left. They proceeded to tell us that they could go down to a different hotel they owned and get one. So to top the night off we found out the mananger had lied to us not once but twice. We did not get to bed until 2:30 in the morning because of all this hassle. In the morning we went to the front desk and told them the problem from the night before. When we were there we overheard another man who had also had problems in the hotel. We demanded that we get some of our money back seeing as we paid $300 for the night and didnt even get what we were suppose to. They gave us $20, not even enough to buy breakfast. I do not reccommend this hotel to anyone for any reason. The customer service is TERRIBLE, and the place is dirty. The springs in the mattress on the pull-out couch were sticking out of the material, and our rat hole blanket hardly kept us warm. DISGUSTING!
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Location (e.g., convenience, views)
Check-in / front desk



