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I’ve been coming to this resort every July 4th for over five years and always reserve the King Beachfront Corner Room. Unfortunately, this year’s room was not up to the standards I’ve come to expect. It wasn’t thoroughly cleaned when I arrived—there were crumbs on the counters and floor, hair in the drawers, stains in the toilet, fingerprints on the mirror, smudges on the TV, food residue on the drawers, and the shower drained very slowly. I also noticed that several amenities previously included in the room, such as extra toiletries and shower gel, are no longer provided, even though they still appear in some of the website photos.
That said, I want to recognize Shanna, the manager, for her exceptional customer service. She took the time to meet with me, listened carefully to every concern, reviewed the website photos with me, explained the changes to the room amenities, and genuinely cared about making things right. She was professional, compassionate, and never made me feel like my concerns were being dismissed.
While I hope the resort improves its housekeeping standards and updates its website to accurately reflect the current room amenities, Shanna’s outstanding service reminded me why I’ve continued to return over the years. She is a tremendous asset to this resort, and I sincerely appreciate everything she did to ensure I had a positive experience.