We changed properties after 20yrs somewhere else to come here. We were thrilled about our room, staff and property. This years 11/2023 was horrible. We paid more for the room and it was horrible. I made reservations in May and our room had two tiny windows and one window that looked out onto old buildings was covered with a very large building. We have bringing our grandaughters for years and this year was so disappointing. We could never get ice or use the beverage machine as they were not working ( 20th floor) We ended up spending time in the entry way of our room where there was a little more room. Our heat/ac didnt work so we kept the girls up for 90mins past bedtime since someone was coming to the room. After my third call I was then told they over rode it down stairs and it would have to stay at the one temperature I had told them , 68 the rest of the stay. I dont understand when I asked if Im speaking to the front desk ( I had to call from my phone as the room phone was never answered) I was told several times the person was front desk adjacent .
When we went swimming the restrooms were locked so I called and was told someone would come unlock them . The entire two hours we were there they remained locked. We felt we were a bother and it was not the same experience as last year. When we asked about upgrading the room or how did we end up in this room we were told because it was sold out. We reserved the room in May and we arrived early that day, we were not last minute guests.
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