"Unfortunately, we were really disappointed with our stay.
To start, we booked the room for double occupancy through Hotels.com, and Even had several exchanges with the property in the weeks leading up to our stay indicating that there would be two of us. When we arrived, we were informed that the stay was only booked for one person and that we had to pay an additional $1000 to have my friend there. Obviously this was extremely disappointing and we paid over $3300 for a five day stay which is way more than anything listed online, even including the second person. We even looked online during check-in and for two people, it was only listed as $1943 for the same dates.
The food was awful, our air-conditioning in the room was broken & the room was hot and humid and made our clothes smell like mold. Our shower amenities were never filled. One night, there was even a RACCOON in our room! Another night, we had phone calls from the front desk at 1:46AM. Our neighbors were so loud & we were never informed that there were certain pools and restaurants that we were not allowed to attend based off of the room we booked.
We contacted Hotels.com about our stay and they said that the property would refund us the $1000, and we have yet to be refunded.
I would like to add that the entire wait staff is absolutely incredible and amazing, and that was the only positive part of our stay.
Really disappointed in the booking staff, and would like to be contacted immediately about our refund.!!"
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