We stayed 2 separate nights this week. The first experience was wonderful. The second time we checked in, the customer service person told me that if we become members of IMM, we'd receive courtesy early check-ins and late check-outs. I signed up. She also forgot to charge a deposit on my card and when I got to our room, she called to come back to reception because she forgot to charge a deposit. I went back and waited 10 minutes before she helped me. Today, an two hours before check out, we asked for a late check out. She said that it's not available. We told her that she said that if we're members, we'd get late check out. She said that it's not always the case and that the housekeeping had to end early today. She said that we could still use the pool and the lobby after checking out. I checked out at 11 and told her that it wasn't right that she didn't grant us an hour extra. My daughter and worn her bathing suit ready to swim. We went to the pool but it was locked and required a room key. We went back and Shirly was helping two other customers again. I told her that it's locked and if she could have somebody open the door. She said that she's helping other customers. We waited and were upset. When it was our turn, she reprimanded my wife and I dealt with us very rudely. In the end I asked for the access to the pool and she said no. She is not going to give us access. We had to leave with my daughter in her bathing suit. The worst customer service ever.