Horrible check in/out process!!
The service and management are terrible. We had two rooms; called ahead of time to have them close by or on the same floor and they arranged it. But when we arrived at 3PM, they put us on two different floors. After calling the customer line, the lady was kind enough to accommodate us, but mentioned that one of the rooms will be ready in a bit. During the check in they did not give us the key and told us that they will call us and hand it to us once ready. Well that did not happened. 3 hours later (while we called twice to the customer line each with 10-15 mins wait time!) they texted us (automatic text) about the quality of check in process! when talked to them again we realized there were no note about handing us our room key!! We had to go back to the check in desk again for the second time (with long line) and when I asked for manager, he was unapologetic and rude saying "they were busy". Well if they are no staff to service rush holiday season, they should not sell all the rooms!!! At the end we got the key, and the manager waived the two nights of resort fee (big deal!!)
We got to the room at 9PM (night plans all destroyed), and found the room had no shampoo, towel, extra blanket etc. We called the front desk with 15 mins wait time! They brought shampoo right away, but the blanket arrived 12:30 AM when we were sleeping!
During the check out the folio also had a wrong balance, which we had to call again (10 mins wait ) and have it sorted.