I stayed here last week after a day at Santa's Village with my mom, my sister and her husband, and their three children. We chose it because it was close by, there was a playground, the view was absolutely spectacular, and the pool area looked great on the website.
We got there and checked into our rooms; mine was clean and comfortable, again- spectacular view. My brother-in-law however, found a half eaten apple tucked into the bedding. I met him in the lobby carrying this apple, and at least the gentleman behind the front desk was very apologetic, offered to switch his room and logged the complaint.
The pool area was clean and bright. The water, however, was so cold. I used to swim at the lake as a kid and that's what the water felt like. I got into the hot tub however, and the water was the perfect temperature for me and it felt great after a long day walking around in the park.
The beds were comfortable and I fell asleep immediately and almost slept through breakfast.
Speaking of breakfast. It was a free continental breakfast. They have one of those waffle makers where you make your own, I seriously want to buy one. The food was good, the area was clean and spacious. What I witnessed while I was waiting for my sister and her family to finish up took the cake.
An elderly man hobbled into the dining room and he couldn't move without holding onto something. He was alone, and he wanted to bring breakfast back to his room so he could eat with his wife who had her own health problems. He asked someone if they had a tray he could carry back to his room and the attendant behind the front desk (different from the apple incident), came in and told him she didn't have any and walked off.
Now it was obvious this gentleman wasn't going to be able to get breakfast back to his room, I don't think he could have done it even with a tray. So while my jaw rested on the floor, I got up and helped him get his breakfast ready, my brother-in-law got spoons and napkins and I carried it down to his room for him so he could enjoy breakfast with his wife.
It took all of 2 minutes.
I can shrug off a lot because I know what it's like to work in an understaffed business. Sometimes people forget things and mistakes do get made. But there's no excuse for poor customer service. In this situation you're not just representing the hotel, you're also putting your character out there, and she came up short.
We would have said something upon check out, but she was working behind the counter at the time. Needless to say, we won't be checking back in anytime soon.