Run, don’t walk, away from this hotel. I would definitely NOT consider this a 5 star hotel.
This was our experience. First, the walls are paper thin. The first night the room next to us was smoking pot, playing music, banging on the wall, and just plain talking really loudly (some were screaming). I called the front desk, and they said they’d send security. They never did. Second, none of the buttons for the lights and curtains worked. Only the bedside table lamps worked because they were manual.
The next day, @ 630 in the morning, I left a note for the cleaning crew to look into the lights and went downstairs to request a room change. We were on our way out early so didn’t have time to change rooms right then, but the lady said she put a note on our account and when we returned, we’d be able to change. Fine. We returned around 1:45 only to find out there was never any note added, no room change noted. We went upstairs to a hallway smelling of cigarettes and pot smoke. Mind you it was a non-smoking floor. We were fully expecting to be able to open curtains and to have light, but we only found a note back to us from the cleaning crew saying to call maintenance. I don’t know why they couldn’t do it so our room could be functional when we came back. The cleaning crew didn't even pick up any of the used cups or garbage. Which is not a surprise since every day there were garbage bags outside of some of the other rooms that never moved. This hotel definitely does not offer any customer service.
I called maintenance and they said that they’re controlled by the tablet that was next to the bed. THAT they did not tell us at check in. I tried the tablet but that was frozen (which explained why it never turned off and you have a bright light shining in your face the whole night). I call back and they said they’d send someone up. THEY NEVER DID. 30 minutes later we lost power everywhere except the TV. I thought they might be resetting something and wasn’t too worried about the room heating up but an hour later still nothing. I went back downstairs, this time to concierge since the previous night and that morning the front desk was of no help at all. The concierge was nice enough to relay the information about the pot smoke, the loud music, the thin walls, the banging on the walls, the screaming, the lights & curtains not working, the loss of power, the front desk losing our room change, and I’m sure some more issues that escape me at this moment, to the manager. The manager came to me and said that we’d be refunded the first night and she told me she’d look into and contact the people in the room next door. Then she asked if the lights just flickered or if they turned off. I said they’ve been turned off for the past hour which stumped her. We decided not to go back to the room until hours later.
Thankfully we had light & AC when we got back, however, that night we discovered that no one bothered with the room next door because, again, the same $h*t. Another night with only 2 hours of sleep. I slept in the bathroom because it was SLIGHTLY quieter there. Honestly, we probably would have been better off staying at one of the older themed hotels. Those were probably a little more solidly built.
Next, the pool experience. The pools are NOT heated and they close @ 5 pm!!!! WTF? By the time the water heats up from the sun it’s already 2. So, you only get 3 hours @ the pool? What’s the use.
We had a car for one day. At check out they charged us all 3 for some reason. They did take off the extra 2 days but we also were told that we were not credited the first night. They just gave us one day’s resort fee which is a whole $60. Big whoop. Considering the hotel did absolutely NOTHING to correct any of the room issues and we didn’t sleep any of the nights we were there AND one of us had to sleep in the bathroom, they should have kept their word and given us one night back. I also want to note that @ checkout there was another guy next to me saying that his room’s lights and curtains didn’t work either. Except at least he knew that you had to use the tablet. I also want to add that we left on a Sunday. The tablet, from Saturday to Sunday had the same date and time the entire time so THAT didn't even work. See photo attached with time stamp.
The shower lacked water pressure, the toilet seat was loose and banged against the tank every single time. They do not have recycling bins anywhere even though they have a little note in the bathroom regarding things like that.
Do not bother getting cocktails in the lobby either. $23 for ¼ of an ounce of alcohol. Worst drinks I’ve ever had.
In closing, the hotel and staff are tired and tired looking, don't expect any customer service, expect smoke in your room, expect garbage and recycling to remain in your room, don't expect lights, curtains or air conditioning to work and don't expect any help from management, security, maintenance or the front desk.
