Rated 4.6 out of 5 by 356
Rated 5.0 out of 5.0 by Emily A SUPERB!!!
I cannot seem to find a better synonym to describe my experience! From beginning to end the receptionist, cleaning crew, pool attendants and everyone else in their staff were so nice, professional, helpful and always had a smile on their faces! I'm already planning my next visit and I already know where I'll be staying!
August 24, 2014
Rated 5.0 out of 5.0 by lhanny22 Great service and staff
This was our second vacation at your resort with my sister who is disabled. We thoroughly enjoyed ourselves and the many activities offered.
The staff was very friendly and always made an effort to makes sure our needs were met.
We will definitely be back again!!
August 24, 2014
Rated 2.0 out of 5.0 by G&G 2nd Twice Bitten
This is the second time here, both pretty much the same as far as customer service. As this was anniversary i was hoping for better results. Upon checking in we were told the computers were down and couldn't get checked in. Left cell ph number to call when ready. Called about 40 minutes later drove car back around to unload, then was told they couldn't make keys yet, another 40 minutes wasted. Staff was not very friendly or accommodating. Very matter of factly, and not concerned with our time. Finally got keys and unloaded and up to room. Nice room, great views, older but very clean and comfortable. All rooms have balcony which is a must for us. The third day we were asked where our resort tags were, which we never received , security guard was polite but stern and very direct. I showed our keys, but he didn't like the fact we did not have our tags. Went immediately to front desk, got two tags for the rest of our stay. I appreciate the fact that they try and keep out non-hotel guests, but why is it the customers fault when we did not receive them on check in? The breakfast buffet was decent, most items Luke warm at best but friendly staff. The one bright spot for me was that I had set up an arrangement with an outside company to decorate our room for our anniversary. Alicia, your staff member went above and beyond the call of duty and made sure that all was arranged upon our return from dinner that night. She communicated well, was extremely personal and was really the only member of your team that truly understood customer service. I really appreciate that in any resort or hotel. The other great staff member was the Captain that drove the shuttle to the parking lot, gracious, funny, willing to help and quite a character. Overall not sure if I would go back for a third shot at this resort. I have been a Platinum member for a while and can get better treatment at other IHG hotels than this one. Need to do some training on customer service and making the customer feel like a guest and not an inconvenience to their day.
August 23, 2014