TripAdvisor Traveler Rating

I NEVER WENT AND SO HAPPY I DIDN'T . I booked a reservation yesterday . Everyone answers the phone to MAKE a reservation BUT if you need to CANCEL it - GOOD luck. I called 6x before I called again and had my credit card company on the phone to listen . They route you to a line that NO ONE ever answers so you are stuck . When you get the front desk they say they do not have the ability to cancel . I freaked out and then they are telling me to Calm down . I was told it's TRICKY to cancel. RUDE people answering the phone . If you gave me the money I wouldn't stay here . Rude and nasty people on the reservation end . I had to have my credit card company listen so if I had to dispute the 3 room charge - I would not have been liable . Nothing anyone can say will get me to tell you this is a kind nice place. It starts with the desk and they were all cutting me off. hanging up on me , disconnected me , Rude, rude rude . They told me canceling was TRICKY. WOW - Do not book here if you may cancel . I happily booked at another hotel downtime road :)

TLDR Pros: Amazing staff! Kim at the tour desk is a rockstar, and the Marine Biologist program for kids is top-notch. Very easy to get Lyfts. The room was clean, updated and comfortable. The fitness center was large and had everything from cardio, machines, and free weights along with towels and showers included. Cons: Being an older, updated building, the bathrooms are small and the water pressure is weak. The surrounding area is very noisy and crowded. Verdict: Despite the noise and minor plumbing issues, the exceptional service made this a great stay. Long version: Our family had a lovely time here! The entire staff treated us like royalty. If you have kids, the "Be a Marine Biologist" program is a must—the educators were so informative and professional. We also owe a big thank you to Kim for helping us book our tours; her recommendations were spot on! The hotel itself is a charming older building with modern updates. Our only minor gripes were the small bathroom and low water pressure, and the neighborhood can get pretty noisy/crowded (though that’s just the nature of the location). Getting around via Lyft was a breeze. We’d definitely come back for the top-tier service!

I was charged for every little thing and had multiple billing issues. I have a hard time understanding how this location is classified as a resort.

This hotel is NOT a 5 star hotel. The pictures show ocean view rooms, but when you check in they make you pay extra for a crappy partial view room. We had to move rooms after one night because our room kept filling with the stench of the fryers grease from the restaurants located directly below. It was horrible to smell and I almost threw up when I walked back into the room. The next night, our entire floor was woken up at 11pm from a false fire alarm going on and off. It took almost 30 minutes to get it turned off for good and what was most concerning was that when we called the front desk to ask if we should evacuate, since there was no smell of smoke and no other signs of fire, the front desk person just said she didn’t know if there was a fire and couldn’t help us at all. It was never very clear how to access any of the amenities, we were just told go down a couple blocks to get beach equipment which was not at all helpful. Also the beach right out front is ridiculously overcrowded and noisy and not at all relaxing. The spa treatments were good, but the whole ambience was super awkward because you are right next to the gym waiting half naked in your robe. Overall, I will not be coming back. Pro: Conveniently located, even though I wouldn’t recommend staying in the area because it’s so crowded. Food was decent but overpriced. As I’m sure with all hotels in the area. View from the pool is nice, but there are always tons of kids, so just plan not to be relaxed if you are not traveling with kids.

We tried this hotel mainly for the price. However, upon check-in the desk agent quickly was trying to upsell a "Better" room. I bought the "ocean view". I did not realize, the orientation of the Hotel to the ocean can only provide a partial ocean view, when you you are on deck. Our view was last one in the hallway, over looking the pool. There were better views, and after complaining the desk agent was willing to move us. However, we were only there 3 days, with 2 nights left. For the duration of our stay, a spare bed was left in hallway. The final tipping point, was we requested towels rather than room service, and several of the towels had "HOLES". Plus be prepared for the additional "resort" fee upon check out. With all things to be considered, there are better options.