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  • I'll just give you the facts and you can decide for yourself what is wrong with these people. We made our reservations for two, 5 months ago. According to the staff, a group reserved the hotel for a private party, this same weekend, 4 months ago. No one bothered to let us know that we might not be able to get a room and that, since the party rented the pool area, we could not use it. So they did us the favor of finding us a room, wow, but they were going to charge us an extra $200 each to be able to go in the pool area! The Manager had the attitude of "Your problem is not our fault". I give two stars instead of one because, in the end, she transferred our paid-in-full reservation across the street to the Hard Rock and we are very happy here. But, in case she wants to know how she should have handled it...Right from the beginning you apologize, explain that a mistake happened and that you should have contacted us prior to our arrival. Tell us you'll take care of us and not to worry. Don't waste any time of our precious 48 hrs of vacation having to wait around wondering if we have a room or a pool. And definitely don't act like it was our problem and not your mistake for overlooking our reservation when you booked the party.
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