The hotel is great.
Gigi was very professional. She was very helpful to find my way around this huge hotel. Also the thing that she speaks Spanish was an added value.
The amenities of the hotel, relaxation pool, sauna, spa, etc were enjoyable.
Amazing experience so far and it’s only day 1. My husband and I are really impressed with the amenities and the staff! There are multiple pools and lots to do. Gigi at the front desk was great and so was Tucker at the activities center by the pool. They has some fun kids activities set up for St Patrick’s Day. Fun place overall.
Hello,
We're delighted to hear that you're having an amazing experience on your first day with us! It's wonderful to know that you're impressed with our amenities and that our staff, especially Gigi and Tucker, have made a positive impression on you. We're glad you enjoyed the St. Patrick's Day activities and found our resort to be a fun place overall. Thank you for choosing to stay with us, and we look forward to making the rest of your stay just as enjoyable!
Kind Regards,
Social Media Support
run... we are owners and this is the worst vacation we have ever had here..owners treated like dirt. check in horrible. we got worst 1 bedroom there possibly is right next to elevators noise all day and night,, used to be wonderful 25 years ago and it is like a 2 star motel now. we will do everything in our power as owners to never come there again!!!!!!!!!!!
Hello,
We're truly disappointed to learn about your recent experience at our resort. It's disheartening to hear that you felt treated poorly during your stay and that the quality of your accommodations did not meet your expectations. Please accept our sincerest apologies for any inconvenience or discomfort you encountered, particularly with regards to noise disturbances and check-in issues. Your feedback is incredibly valuable to us, and we will use it to address areas for improvement and ensure that all owners and guests are provided with the exceptional experience they deserve. We understand your frustration, and we hope to have the opportunity to regain your trust in the future.
Best Wishes,
Social Media Support
With some terrible weather on tap, we took advantage of the spa instead of skiing. Had an incredible massage with Josh. Respectful, very talented, got into all the tight muscles. Highly recommend. The pool and changing areas were clean, equipped, not crowded and relaxing. return 100%.
Hello,
Thank you for choosing to spend your day at our spa despite the weather! We're thrilled to hear that Josh provided you with an incredible massage experience. It's fantastic to know that you found our pool and changing areas clean, well-equipped, and relaxing. We appreciate your recommendation and look forward to welcoming you back for another rejuvenating visit!
Kind Regards,
Social Media Support
As timeshare owners, this was our 19th annual trip. We are obviously very familiar with the resort, but every year there is some surprise.
Check in can be hit or miss. Check in time is 4 pm. I don’t expect to get in early but after 4 pm we shouldn’t have to wait. We have a 4 BR and once again, only some of our bedrooms were cleaned when we arrived. Unacceptable. We always bring a car. The parking garage goes up to the 4th floor, however there are technically only spaces available on 3 1/2 floors. Half of the top floor is being used for all the renovation materials. This has been going on for a few years now and it would be nice if they could find somewhere else to store all their materials. Unfortunately we did not stay in a renovated unit. Hopefully next year. Our unit shows so much wear and tear, I wouldn’t pay the going rate for it! We had a leaking dishwasher (maintenance couldn’t do much about it), no hot water one day (maintenance said that’s an ongoing problem and try to get showers done before 5-6 pm when everyone else might be doing the same, not a good solution), and a power outage one night which caused the fire alarms to go off. Most concerning is housekeeping. I’ve come to accept that it is only available on request. We requested it on Wednesday after some guests left and before others arrived. Gave specific instructions which bedrooms required cleaning. They did the wrong ones. Two other days, they entered and cleaned when we had not even requested it. If it’s not a daily service, they should not be entering units unless asked. Lastly, it’s still frustrating that there are not separate service elevators. Long waits are common.
The positives - locker room is efficient, ski valet is convenient (except for the one day they delivered all of our skis except for one of our guests and then took 30 minutes to find them).
We didn’t use the shuttle service and didn’t dine at either Edge or Drafts this year so I have no comments about those.
Ivy at the front desk was helpful at check in and she was the one who explained we had a $200 owner loyalty credit (nobody told us that last year). That was a nice perk to use at the Marketplace (made up for the high prices).
All in all, it’s a convenient place to stay and as owners we return every year otherwise I would carefully consider all options.
If anyone has specific questions, please feel free to message me directly.
Hello,
We appreciate your detailed feedback and are truly sorry to hear about the challenges you encountered during your recent stay. It's disappointing to learn that your experience did not meet your expectations, especially given your long history with our resort. Please accept our sincerest apologies for the issues you faced with check-in, housekeeping, maintenance, and parking. We understand the inconvenience caused by the ongoing renovation materials occupying parking spaces and the wear and tear in your unit. Rest assured, we are continuously working to enhance our facilities and accommodations to provide a better experience for our valued guests. We apologize for the inconvenience caused by the leaking dishwasher, hot water issues, and power outage, and we appreciate your patience and understanding as we work to address these issues. Your feedback regarding housekeeping entering the unit without request and the lack of separate service elevators has been noted, and we will take steps to ensure that such issues are addressed promptly. We're pleased to hear that Ivy provided helpful assistance at check-in and that you were able to enjoy the owner loyalty credit at the Marketplace. We value your loyalty as timeshare owners and are committed to making improvements based on your feedback. Thank you for taking the time to share your concerns with us, and we hope to have the opportunity to welcome you back for a more enjoyable stay in the future.
Best Wishes,
Social Media Support
