My family and I booked 4 non-smoking rooms and unfortunately had a very poor experience. Two of the rooms had televisions that didn’t work, one of the rooms had a strong smoke odor, and the floors were damp and moist. When we requested a room change, we were told there were no other rooms available. While the front desk associate on the first night was kind and tried to be helpful, the issues were never resolved.
During our stay, we even encountered a rat roaming near our room doors and by the pool area, which was extremely unsettling. To make matters worse, when we checked out, a front desk employee with glitter eye makeup and red hair was extremely rude to my family, after we had spent $1,900 here.
We were told management would be notified about our concerns and that someone would follow up about possible compensation, but no one ever reached out. I typically wouldn’t leave a review like this, but customers deserve to be treated with kindness, respect, and empathy—none of which we felt during this stay.
This was a disappointing and unacceptable experience. I will not be returning, and I cannot recommend this hotel to others.