Don’t stay here!
We checked in at half 12 because we were coming from other hotel. We did all the paperwork got our bands, played the deposits, which was great. Then told to come back after 4pm to get our keys and find out which room we would have.
We got back at about 5/5:30 to pick up our keys, we went to reception the women put in our information she then looked worried and then left, to talk to the manager. She was gone for a good 20 minutes, at this point we are worried we don’t have a hotel room to stay in. Once she come back she tell us that our room hasn’t finished being cleaned, that she will give us the keys but there will be someone in there cleaning. That they still need to empty the dishwasher, sweep the floor and it. As we pulled up to the apartment block we saw the cleaner going into our apartment to finish cleaning it. They had over 5 hours to finish cleaning our apartment, this is unacceptable. If we arrived to check in at 4 and the room wasn’t completely ready that’s fine but to check in at 12:30 and the room still not to be ready at 5:30 is shocking.
I almost got hit by a sixth foot width branch that fell off on of your tree, it missed my by a foot. When I told reception all they said was ok, they didn’t even ask if I was ok. Not only did it almost hit me but it also hit all the parked cars, this would have cause great damage to me if it had it be. I was very shaken up and was shocked that they couldn’t care less.
Our apartment had Roaches, I understand that they are really common at this time of year. However, we went to Walmart and brought gel and spray repellent, which made a big difference to the number of Roaches we had. They should be taking these step to make your stay more conformable and not having to worry about stepping on Roach in bare feet.
There was no instruction guild for the washer dryer combo, we had to google it to find out how to use it. The washer is ok, fine to freshen up your clothes but rubbish to get out stains. It could have used a clean, which would have made it run better. Also, I really missed not having a clothes airier, we had a tumble dryer but lots of clothes can’t be tumbled dyed. we had to hang our cloth out on the chairs, table and stools.
Housekeeping is also very bad, I wasn’t impressed that they only come once a week to clean your room. At the very least they should come in, make your bed and do a quick clean if it needs it. We were meant to have our apartment full cleaned on the Sunday, 8 days after we arrived. At this point our appointment really badly needed, bed needed changing, we needed clean towels, the floor needs sweeping and washing ect. We went to reception on Monday to complain that our room had not been cleaned, they didn’t even apologise they just said that tomorrow (Tuesday) we had to ring the reception once we are about to leave the apartment and they would get it cleaned. we asked of we could just book it in for after 11 am because we will definitely be gone by then and was told no. So on Tuesday, I rang them as we were about to leave the apartment to tell me the apartment was available to be cleaned now. The response I got from the person on the end of the phone was “well are you staying 14 days or more else you don’t get cleaning”. When I said we are, that we have already been there 10 days and would like house cleaning today. I was then told they were unable to do that but they could come tomorrow (Wednesday). we had to spend 11 days with a dirty towel, bedding and floors, its really not acceptable.
We went to reception and asked for new battery for our remote because it was working. She spoke to us like we were stupid and the battery in the remote could never run out. After a while of us explaining why the remote didn’t work, she agreed to get new battery put into the remote.
The bands are a horrible system, they are cheap bands that break easy and look horrible. I had to keep taking mine off because it kept digging into me while I slept. It wouldn’t of been to bad if they were plastic or material, we had better bands for Gatorland then we did for our hotel. We were told by reception not to lose them because it’s a pain and you need to prove who you are and that you’re staying there but if you bring it back you can just get a new one. Reception is always very busy, meaning you have to que from only were between 15 – 30 minutes for a new band. We both had to remove our bands and Discovery Cove, they ended up getting lost, so we just decided not to bother getting other bands. Which then meant we couldn’t use the faculties.
We only went swimming in the pool once, we found it very dirty and in desperately needed cleaning.
As a Diamond Resort member, this resort is a disgrace, the staff are rude, the faculties are dirty, the organisation and management is shocking. There is no way I would ever stay here again.