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  • Ok, this is my 3rd trip this year to this resort. Since I stay here so much I've been lucky enough to upgrade to a pearl M life member :). It comes with many perks, like V.I.P check in. So, I was super excited being able to go to the "special" line for the first time. The line was very short, which was great, but Rosa was extremely rude. From the look on her face you thought she didn't want to be there. She didn't crack a smile the entire time she helped us. Seeing how I've stayed here numerous times Im use to the staff at the front desk being friendly, she was the exact opposite. There are a few rooms with seating areas that I love and we asked her if that room was available on a smoking floor, she said no I don't have one clean, and just looked at us like oh well. This wouldn't make me upset if in the past other front desk staff hadn't been so helpful. Luis at my prior stay told us "hey the room isn't clean but give me 30 minutes and I'll take care of you". Not from Rosa, she didn't even care when we started asking well do you know time frame, or are there rooms like it? She seemed like she couldn't wait to get us out of her face. I even had to ASK for the coupon book that is given at checkin. Why did I have to ask for it?. Keep in mind this is the MLIFE check in, 1st experience that she completely crapped on. It really put a bad taste in my mouth. Aside from the utter lack of customer service provided by Rosa. Anthony (concierge) was super nice and helpful, Sherry(buffet) was great and suggested activities we could do that evening. The room was nice and clean as always and couldn't beat the rate. But I strongly suggest if you're next in line and Rosa helps you , allow someone to go in front of you. Don't allow this woman to start your trip off the wrong way. I really hate writing bad Yelp reviews but her lack of friendliness, compassion, customer service and complete lack of eye contact and smile was completely horrid. I've never had anyone treat me this way at this resort and it was highly disappointing.
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