Our experience did not begin well due to a mix up with our room. Upon requesting (an hour before arriving to check in) that our room be close to a friend who was also staying at the hotel, our room type was downgraded from a King one bedroom suite to a regular queen quite; however, this change was not communicated or approved. When we realized the size of room had changed and requested our original room, we were told that it was not available. It took a hour of pushing back on their oversight/lack of communication to rectify the situation. The front desk staff/management lacked any customer service skills. No apology or understanding for their mistake.
The resort is family friendly with nice amenities but is clearly old and being upgraded piecemeal. Our room AC unit was rusted and carpeting around it had water damage. Also, signage is insufficient and it’s challenging to know where to park and how to get to your hotel room.
Beware, room service does not pick up the phone, making it impossible to order!
A major drawback were the weddings/events that would limit our access to certain areas, including the main courtyard where the kids played games (ping pong, large scale chess, corn hole) and we spent time at the fire pit. It was disappointing when these areas were blocked off and unusable to us as paying guests for hours at a time every day of our four-night stay.
While there were some redeeming qualities, the bad outweighed the good and I will not be staying again.