First off, my wife and I have stayed at this resort before.
Her parents are owners in the Diamond Resort which has The Suites at Fall Creek as one of their properties and we were even considering buying into this particular property as well before this weekend, but we never had issues like we experienced during this recent stay…one thing is for sure, we will NOT be returning.
I booked a one-bedroom suite with full kitchen/living room and a jacuzzi tub for a romantic getaway. Our room was on the second floor and upon climbing the steps, we noticed that the siding and windows were covered with dead bugs, mildew, and mould. The inside of the suite appeared to be clean but upon further inspection, we found that not to be the case.
Each suite has a screened in balcony that has sliding glass doors and the first thing we noticed was that there was a 10inch gap between one of the glass panes and the siding on the porch. Upon further inspection, I saw that some of the brackets that are supposed to hold the pane in place were missing. We called the front office and they sent a maintenance man up to fix it…not a big deal.
I also had to kill a couple of spiders that had made a home around the TV, but I just attributed that to the fact that the glass pane was out of place for who knows how long. Afterwards, my wife and I went out to get dinner and returned to our room to eat and have a nice relaxing evening in the jacuzzi tub. My wife went to close the curtains before we sat down to eat and something, which was the size of a large mouse, fell out from the top of them and onto one of the chairs.
Upon further inspection, I found it to be a giant clump of hair that looked like it came from a drain of a tub…needless to say, we lost our appetite. While my wife was calling the front office to let them know of the disgusting wad of hair that we had found, I noticed that the jacuzzi tub looked dirty. I ran my hand on the bottom of it to see if it was just a stain and my fingers turned black.
We told the front office about this too and they said that they would send someone up to clean the tub and that they would have maintenance come up and look at the hair. The person also told us that they would e-mail their manager and that we would receive a call the next morning from him/her regarding our complaints. The maintenance guy did show up and he was pretty disgusted about the hair as well and said that he would take it down to show the front office.
No one ever showed up to clean the tub… We never received a call from the manager the following day and when we went to check out the next day, they tried to get us out of their as fast as they could. We asked to speak to a manager and we spoke to the Front Desk Manager who was apologetic for everything that happened but told us that since we booked through RoomStays and not “Through Him”, there was nothing that he could do to refund us at all on our stay. He said that the most he could offer was a $50 gift card but said that the General Manager of the resort could do more.
He said that he would have the GM call us when they got in for the day. We waited 3 hours and then received a call from the Front Desk Manager again (not the GM) and he said that the GM talked with their Corporate and that they weren’t willing to do anything else for us except offer us the $50 gift card. We told them we would be contacting the Diamond Resort’s Corporate office ourselves and that was about the only time that he actually sounded concerned about the whole matter. He pleaded with us to not contact them and to just take the gift card with which we told him that he could send the gift card out if he wanted to, but we were still calling the Corporate Office.
As I said above, we will NOT be staying at this resort ever again. This place made our nice getaway a total nightmare and I never thought I would be so happy to get home