So, the condo itself, while a bit dated is lovely. Very clean, and we upgraded to a two bedroom where they respected the groupon rate. The upstairs loft bedroom was spacious and fit myself, husband, and two little children comfortably. The kitchen was stocked-ish, a couple pots, ONE frying pan, plenty of silverware and dishes. You do need to bring your own paper towels, in foil, etc. There are two bathrooms, both stocked with towels and 1 bar of zest soap- so bring your own.
The main reason that I gave this rating of 2 (I would have given it a four), was how utterly disgusting the customer service was. Prior to driving two hours with my family including two, two and under, I called to upgrade and verify check in time and was told 11.
When getting there at about 11:40, I went to the office and went to check in. Cindy was at the front desk, and I have NEVER met anyone with such poor customer service skills, this is the same woman that others have complained about via yelp review as well. "Nope, we don't do early check ins today- check ins are at 4." I explained that I was told 11 and she said that wasn't possible I was told that. When explaining that I have kids and perishables, I was told "I don't know what to tell you." She did however say it was okay to use the grounds, except the pool which was adult swim hour from 12-1pm (which I found somewhat comical as looking at the pool- it was empty). At this point both my sister and husband went in to talk with her. I had absolutely no qualms about not getting a room, but at least having some sort of empathy or suggestions would be better than the abrasive 'I'm not going to argue with you.' At one point, she even held the sign up about check ins to our faces.' Apparently they had a large amount of check outs yesterday which somehow affected check ins the following day because they hadn't clean the rooms yet. I again let her know that I was told 11, and I would like to speak to a manager, which she replied "He's not here, he's out picking up the Jamaicans". (Whom I can only assume is her horrendous way of saying the cleaning staff )
I further pushed to speak to the manager and after a couple minutes back and forth with her 'assuring me- he won't call' and then refusing to take my name and number, the manager just happened to call. She then proceeded to talk to the manager 'oh thank god you called Todd, I've been arguing with this customer for ten minutes' like I wasn't there. It was awesome. She went to hang up on him, but I demanded again to speak with him. Credit where credit due, I talked with him, and while listening that I in fact didn't care about the room as much as my kids and the perishables, he did say he would address the wrong check in time given and had Cindy give me a key to my initial room that I had before upgrading to keep my items in their fridge. I immediately had to give the key back and then purses around town where everything was essentially closed for four hours with two very sleepy kiddos.
Overall we're very relaxed, reasonable people. The three of us all work in customer service (I'm a mental health professional) and no point said you statements or raised our voices. Simply we were looking for some solutions (can you call us when a room is ready, is there a fridge even in this office? Is there a place with a tv and couch in town). If the manager hadn't called when he did, I was in the process of trying to figure out how t get a refund to move on to a different place (knowing fully well I wouldn't get it the way things were going).
I feel bad leaving this review, overall the stay was pleasant and the grounds were well kept- but the incident upon check in was enough to absolutely start my stay off at a horrendous point. It left a bad taste in my mouth all three days, to the point I avoided the pool and office. I will not return, and I will not be recommending. read more