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| - The one star is because MOST of the property staff was helpful and friendly.
Most everything else was disappointing and/or outright offensive. Very understaffed. Before even arriving, half the time when I would call no one would answer. Calling from the room also resulted in long wait times. Huge line to check in. The rooms are spacious but outdated, as is the decor (or lack thereof). Our room key failed to work on multiple occasions, including upon first check in. They'd oversold our room type, which earned us an upgrade (but I had chosen the room I did for a reason, so I'd call this a break even). One of the three pools was closed, the other the gate didn't work so we couldn't get in. This also meant we couldn't get ice, and housekeeping refused to bring us any.
My main complaint was that I had made 2 reservations back to back, and we were assured MULTIPLE times that we would NOT need to change rooms or check out mid-stay. However, when the day arrived, housekeeping knocked several times (before check out time, even). When I called to ask that they stop disturbing us we were told we had to come up to the front desk, show ID, check out, and check back in, even though we were the same guests. When I explained that my wallet was stolen and I did not have my ID, and asked what my options were, no help was given at all, but instead they informed me that as they had "no way to know if you are who you say you are", even though they've already checked my ID the day before, they were sending security to evict us and all our belongings from the room. I have never been treated so poorly by a hotel in all my life. We managed to contact the booking site and get a rush on a name change, so my friend could check in using her ID. We lost several hours of sleep due to this debacle. No apologies or sympathies from the hotel were offered. I will be demanding a partial refund for the last night.
Stay next door at Rumor Boutique instead!
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