We tried to contact the hotel via 4 different methods (including calling) to confirm if the pool and hot tub were functioning prior to arrival so we didn't waste any of anyone's time.
We received no responses. They didn't even answer the phone.
We arrived, and asked directly "Before we waste anyone's time, are the Pool and Hot Tub working, and is the Hot Tub Heater on?" The ONLY reason we booked this hotel was for the Pool and Hot Tub.
The answer was "The pool and Hot Tub are working, but the Hot Tub heater is still under repair."
We were offered to cancel but decided that as we were already there now, the hours spent in the pool that evening and next morning would be worth the $100 per night fee.
We emptied the car, got the kids in, filled out all their paperwork and were then told it was now 4:45pm we could not swim as the pool had reduced hours and closed at 5pm.
Obviously we were VERY upset that they did not mention this knowing full well how our ENTIRE stay was based on the Pool and Hot Tub, the Hot Tub was already not working, so we were going to pay $100 for a 3 hour swim in the morning???
The Customer Service person was useless and actually made the issue worse. Eventually the head of security came and offered to extend the pool hours, which is what e had been asking for the whole time (or a refund) but no manager was available (of course).
The Customer Service guy needs the sack, the Security Manager needs a pay rise.
