The hotel is nothing like their website...my daughter even laughed when we viewed it together after staying here.
The reason there is such a discrepancy in the reviews for this resort is because there are such a variety of rooms.
We were placed in a non-smoking courtyard room. It was similar to a Motel 6 room. Very small where our luggage took up the walkway. We had no closet (just a rod), the sink was at the end of the room (similar to a Motel 6) and the toilet and bath area was so small and dirty. There were mildew stains on the floor next to the bathtub and an old shower curtain. The soap and shampoo were in small vials where the lids were not even properly closed, so it was apparent they were filled by the staff and not new.
It has a definite one-star motel feel to this room with a box-type Amana heater and air conditioner unit under it which makes noise to heat the room in the middle of the night. The walls are so thin, I could hear my neighbor on their cell phone, people talking in the stairwell or down the hall. You can hear every door close on our floor all night long, as well as people going up and down the stairs. Bring slippers, because the carpeting doesn't feel clean.
The tower and main rooms off of the lobby are larger and more similar to hotel rooms, but the halls are dingy and the furnishings are definitely dated.
When we checked in, the front desk had two young girls, and one ignored us to talk to a friend that walked in after us, more like a teenager than a front desk resort person. Definitely not professional. There was no bellman seen the entire week and we were told to drive our car to the back courtyard where we had to carry our luggage up a flight of stairs ourselves. (there was no elevator). Later on in the week, the front desk personnel changed and the staff was older and much more professional. So good service is dependent on which shift of the staff is there when you check in...it is definitely not consistent.
At 8:00 a.m., the housekeepers start knocking on your doors to clean them, so make sure you put the DO NOT DISTURB sign on the door. I told them not to wake up our friends in the next room since they flew in at 1:00 a.m., they said ok, but then the housekeepers went right to their door and woke them anyway. They didn't understand English and I don't speak Spanish well enough.
Room service brought our food one night but forgot part of our order. When I tried to call, they said they would bring it right away...after the third call, I only got a recording and they were closed for the night. The operator said he would check into it and let me know and I never got a call back.
I pre-ordered for breakfast the next morning, since we had a tight schedule, but instead of bringing our breakfast at 7:45 a.m. so we could sleep in, they called me at 6:30 a.m. to ask me what I ordered again!! and the woman really only spoke Spanish and didn't understand me well, was not apologetic and ... my order ticket said "escrambled eggs'...and I was charged $5.00 for my pot of coffee when I only wanted a cup. My total bill was $20 for room service, tax and delivery charge for a breakfast of eggs, bacon and toast for one person.
One good thing about this place was the food in the Harvest Restaurant. It was delicious! I definitely had one of the best salmon dishes I have ever had, and I've eaten at some of the best restaurants in some of the bigger cities on the West Coast. The atmosphere was cozy, nicely decorated and quiet. They had delicious homemade bread and different types of butter. Everything was cooked to perfection. The only problem with the entertainment complex and restaurant is they are completely smoke-filled and coming from California, we aren't used to that at all.
The entire resort smells like smoke so I would never recommend this to anyone with children or anyone that doesn't like to smell like smoke or sleep in a smoky room.
They have non-smoking rooms but they are across the hall or upstairs from smoking rooms...so the smoke still lingers.
What is the point of that?
I was very unhappy with the facility in general. The staff, service and our room was frustrating and we were very unhappy with the experience here. It is definitely not the "luxurious courtyard guest rooms" that they describe on their website.
They should just be honest and call them motel-type rooms and make people aware instead of being shocked when they arrive here. There website is deceiving and a con.
The room that is on their website is the whirlpool room which is over $350 a night. and does not reflect their hotel in the slightest.