4/10 Poor
Julia
Travelled with family
24 Aug 2024
Liked: Property conditions & facilities
Disliked: Staff & service
Our check in experience was a disaster. We had stopped by early in the morning to drop off luggage before we went to the zoo, and they said our rooms weren't ready yet but would be likely around noon or 1pm as people checked out. We said no problem since we were heading out, and the rest of our party showed up around 1:30pm and was told the rooms were still not ready but would be next to clean. We showed back up around 3pm and the rooms were still not ready but they continued to tell us we would be next so we just waited. Finally around 4:25pm after checking with them 3-4 times they finally gave us the keys to the rooms but didn't tell us who was in each room (and we didn't think to ask since we were traveling with young kids who were bored and exhausted). During the stay we charged items like parking or meals to the rooms, only to find out at check out that it was flipped and then spent half hour trying to fix the room charges (although the person checking out was far more knowledgeable and competent than the person checking in and apologized for the issues). During the stay at no point did they ever service the rooms, so we had to keep finding carts to ask for things like towels, cups, or toilet paper. I know they were at capacity but they definitely do not have staffing to accommodate. Their parking was a total disaster too, to get the car every day the valet line was kid blocked with cars and took forever to get in and out. Definitely stressful experience.
Julia
Stayed 3 nights in Aug 2024