Sep 22 '17 at 16:23
I arrived Friday September 15, 2017. My boyfriend and I checked in and was given a room in the Caravelle Tower. When we walked into the room there was a terrible smell. It seemed like the room had not been cleaned. There were stains on the sheets and bugs in the shower. We went back down to the front desk and spoke with a gentleman. I can not recall his name but he was the only male working at the time; he was very dismissive and rude. He said according to the policy he would not give us a refund and we would lose our deposit. He gave us another room which was just as dirty as the previous room. We then went back to the front desk and spoke with the manager Susan because I refused to speak to the gentleman that was VERY rude. Susan gave us the option of moving to a sister hotel. When we arrived to this hotel room we were greeted by a bug when we walked through the door. We looked at 3 different hotel rooms before we demanded our money back which Susan finally honored.
This was one of the worst experiences I've ever had with a resort. The property management here is horrible and unacceptable. You should take more pride in the upkeep and cleanliness of the rooms you have available and hold your owners accountable for the upkeep of their rooms.
Terrible!!!!!!
