4/10 Fair
Nov 2, 2019
Staff need basic training in customer service
The staff was transparent about closing the resort for the next 2 to 3 years for rebuild. The facilities look extremely dated and are in a state of dilapidation. Our first room had a toilet seat that had rusted off at the hinges and mold in the shower. The second room which we were told was the only other room in the whole resort had an ant problem that we traced to a sticky substance on part of the floor along with some mold and rust in the bathroom (not to the extent of the first room). When voicing our concerns the staff did not care for solutions. The generic response is that they could re-clean the room and offer maintenance the next time someone was in. The cleaning was done quickly and left some mold. We cleaned areas ourselves. When I asked to speak with the manager to express my concerns about the state of the resort and lack of service from their staff I did not have any better results with resolution. While a dinner voucher was offered for our "inconvenience," that does not remedy the state of the crumbling building and lack of care from staff. On the final night we did accept the voucher and were glad we never ate dinner there on any other night. At checkout they charged us for the dinner even though we had given them the voucher presented to us. The location was beautiful with calm water great to get into as a family, but a rebuild of the property will not make us want to stay here again as long as staff continue to be unable to do their jobs or training improve.
Verified traveler
5-night family trip
Verified Hotels.com guest review
