TripAdvisor Traveler Rating

Had a fantastic time at this hotel. The suite was extremely clean and very spacious. The queen size mattress was so comfortable. I choose this hotel specifically for the kid pool and slide area. We had so much fun!! Perfect for a family. Really appreciated the free movie theater. We ate pizza from a restaurant in the lobby. Reasonably priced and delicious. Every staff member I saw was friendly and helpful. The only downside was the extreme cost of the arcade. We live an hour away and stayed to give the kids a little staycation. Will be back next summer.

This was, without question, the worst hotel experience my family has ever had. As Platinum IHG members, we've stayed at many IHG properties over the years, and this resort was an embarrassment to the brand. The difference between this property and every other IHG hotel we've stayed at was shocking. The problems started the moment we checked in. Our air conditioning didn't work properly, our room safe was broken, and both issues were reported immediately. We were given 10,000 IHG points as an apology, which gave us hope that management intended to make things right. Instead, the problems only got worse. Housekeeping was consistently below standard. We repeatedly had to ask for our room to be cleaned and for fresh towels because they weren't being replenished. Then came what was probably the most frustrating part of our stay. After spending several hours at the water park with our three young children, we discovered there were no towels available anywhere and not a single employee stationed there to explain the situation or help guests. We were left with no choice but to walk our three small children back to the room soaking wet and cold. At a resort that advertises itself around family amenities, that's simply unacceptable. After I contacted management, I was assured they understood the seriousness of our concerns. I was promised a $130 credit, told the air conditioning would be unlocked because of my medical condition, and informed that a "VIP" housekeeping service would clean our room the following morning. Almost none of those promises were kept. We returned after another long day at the park expecting the situation to be resolved. Instead, the room had only received the bare minimum. The floor hadn't even been vacuumed—French fries my children had dropped the day before were still sitting on the floor. So much for "VIP" housekeeping. Even worse, the air conditioning had been reset back to its original locked temperature. I called the front desk only to be told Engineering had already gone home and someone could look at it the following day. Apparently, my medical condition was expected to operate on their schedule instead of mine. Our room safe remained broken for the duration of our stay, and despite multiple unresolved maintenance issues, no one ever offered to move us to another room. The pool, one of the main reasons we booked this resort, also looked neglected, with missing panels and an overall dirty, poorly maintained appearance. It certainly didn't resemble the quality you'd expect from an IHG resort. What makes this experience so disappointing isn't that things went wrong. Problems happen. It's that every solution was another empty promise. We spent more time calling the front desk and following up on unresolved issues than actually enjoying our vacation. We've stayed at another IHG property less than a mile away and had an outstanding experience, which makes this resort's lack of professionalism even harder to understand. This property is being let down by poor management, poor communication, and an obvious lack of accountability. This will be the first and last time my family stays here. Even if we were offered a complimentary stay, we would decline. There are far too many hotels that actually value their guests. If you're choosing between this resort and another nearby, do yourself a favor and book somewhere else.

Worst overall experience in any hotel in my life. My family and I booked 2 nights. READ the FINE PRINT for EVERYTHING and expect crap service, to be nickel and dimed for everything and leave disappointed. To start 2 bedroom book and only 2 towels in the room. 1:30 am knock by housekeeping with trash bag with 2 more. $30+ per day for parking even when paying with points. Managers hiding so they don’t have to talk to people. The kids running the place repeat “it’s in the fine print”, even though it is not. Waterslides only on Saturday if not raining and extra charges for wave rider and non refundable if it rains or don’t show up an hour before the booked session and get a bracelet from 1 teenager with an attitude. Miserable experience and will stick with Hyatts from now on.

Absolute worst experience with a hotel company I’ve ever experienced. I didn’t have a functional toilet for the 6 day stay. They kept saying they were sending people while we were at amusement parks or escalating to the next person without offering to switch rooms until less than 24 hours before check out. I’ve left reviews and they just say thank you for the input to help improve. I guess I should just move on even though I work endlessly and save for a little getaway and can’t even get a toilet. No refund no nothing, just an apology. I guess when my bills are coming in I can just apologize and not pay them.

Naomis, Vieckas and Lange are AMAZING! We literally have tried to joint every game or event they put on! Their energy is GREAT! Go visit them!