We loved the Water Park, we recommend the water park with no hestiation or complaint. Maintainence of lighting and cleaning could be better. There were many lights that were either off or burned out. If lights are off to save money, there are two rows of lights, put a bulb in every other light and stagger them so it at least looks presentable. The family changing rooms were dirty and smelled of mold, urine, and cigarette smoke.
The Room:
Guest room was okay, the linen kept coming off of the mattress, exposing us to a bare mattress devoid of a plastic or cloth cover over the mattress under the fitted sheet. This was an issue on all three beds in our room. If there were to be a bed bug issue, this is the reason. Exposed mattresses to multiple guests can be a severe health risk. Our mattress was also about four inches from the wall mounted headboard. Our pillows fell into the gap between the head board and the mattress. The area between the headboard and mattress was covered with thick dust and old food. We did like the idea of having the two TVs in the room, one for the kids and one for adults, even though there was some conflict on volume of one TV overpowering the other. Not a really a hotel issue. The bathroom was appauling, there was rust in the bathtub, the sink has mold and rust along the rim. There is a sticker on the front of the vanity near the broken/missing tissue dispenser that looks like it has been there for months maybe longer. The toilet seat was loose and I almost fell off the toilet leaning to get some toilet paper. Toilet paper is very cheap paper, if you can bring your own, it is very rough. The door of the bathroom needs to be closed before you sit on the toilet, other wise you cannot sit on the toilet. A second person cannot enter the bathroom of the toilet is being used. Showering is very risky, the water changes from hot to cold to scalding hot and vice versa in an instant, we recommend using the park showers, they do not suddenly change from hot to cold and back unless a toilet if flushed. It appears that the water system may be dated and is unable to keep up with the demands of multiple guests showering at once. The air conditioner was adequate, the temperature in the room was comfortable, but the air conditioning unit was loud and about every fourty minutes or so would get louder for ten to fifteen minutes before it would returned to the normal level of noise.
Common Areas
Carpets around the bar and buffet area down the elevators was filthy, there is literally a dirt trail from the bar to the buffet area and down to the elevators. The restaraunt booths were dirty, the black fabric clearly shows food stains and discarded or dropped food, wait staff are not attentive to the mess on the booth seats. I only mention this because my son ate fruit he found on the seat and was playing connect the dots with the rather large multiple food stains on the seat back in the two booths we were seated at for breakfast Sunday and Monday. There was garbage stuffed in the water table used to "pan" for treasure just outside of the game room. A lifeguard posted at the door mentioned it to a man in a cleaning uniform who told her he would get to it when he can. He walked past it, poked at it and went on his way. The life guard at the door picked it up when she was relieved from her post. Kudos to the life guard.
The ice machine on the fourth floor could use a good cleaning with some stainless steel cleaner, it is covered with dust and lime scale and the waste ice chute has mold growing in it. The plastic strainer fell into the chute when I picked up my ice bucket while I was getting ice. When I picked it up it was slimy on the underside.
Breakfast Buffet
Not a bad buffet on Sunday, there were two bars that were kept well stocked. Monday there was only one bar with less than half the food items available as there was on Sunday. We arrived on Monday at 9:50AM, it is possible the other side was shut down due to breakfast ending in an hour, but the entree bowls were not refilled when they were empty with the exception of the bacon. Serving spoons were replaced when foods were mixed or they were knocked on the floor. The only problem with the spoon replacement was that the staff removed the utensils and took them to be washed without bring replacement utensils with them, leaving several entrees with no serving utensils at all. some customers waited, others simply used a utensil from another dish or their fork, which I am sad to say they licked clean moving from the sausage and gravy to the grits and from the grits to the french toast sticks on the back bar. We orderede tow cups of coffee, the one cup was fresh and was very good, the other cup was old and stale and tasted very bitter. This cup was never replaced by our server after asking twice for a replacement cup.
Hotel Staff
Our waitress was friendly, but a little inattentive it appears she was doing the work of two or three people, there was no dedicated greeter. Her co-worker a portly woman dressed in black with a lady bug tattoo was loud and annoying. She spent alot of time at one table chatting with a family, she was loud and when the customers were finally left alone, they commented on how embarassing she was. This same wait staff did not clear three of her tables for over thirty minutes after her customers left, I assume she was waiting for one of her co-workers to clear her tables for her, I don't think there are bus staff at this restaraunt. When she did finally get around to clearing her tables, she wheeled out a cart and sat down at the booth to clear the table. She took almost fifteen minutes to clear her tables. She did not wipe them down or check the booth seat for spills or dropped food. She could have sped up her clearing if she did not talk too much, she complained about having to wear a painful girdle for four hours, and was discussing her personal issues. She was a portly woman dressed in black bearing a lady bug tattoo the left side of her neck. I saw her later preparing the bar next to the restaraunt for opening. The young man that took my reservation over the phone was to send me an E-mail with the reservation information within it, the email was never sent. When I checked in, I only received one breakfast voucher and was almost charged for the second voucher a second time. When I checked out, I was told by the desk clerk that I was good to go and that my bill was paid in full. I had to ask for a receipt. This kind of behavior could lead to clerks making additional charges to bills of guests leaving without asking for a receipt. A very dangerous practice. Since I did not receive a confirmation email, I can only assume I would not receive an email detailing the charges for my stay if I had not asked for a receipt. Wait staff (except for the slender girl who served us) complained about customers and went into great detail about the complaints customers had about thier service. One staff commented on having to make a sweet tea three times. The first was not sweet enough, the second was too sweet and the third was too watered down even thought the wait staff had simply poured half of the first and second tea servings into the third glass she served to her customer. I believe that one, I should not have to hear such conversations, and secondly should not hear that a wait staff reused unsatisfactory servings to create a third unsatisfactory beverage. Cleaning staff using public elevators maybe an acceptable policy in this establishment. If It were my establishment, I would designate on of the three elevators for employee use only, or enforce a policy that employees use only one elevator. It is was a real treat to ride in an elevator with a staff member and his cart filled with soiled linen that smelled of urine. That same cart holding dirty linen was then used to transport clean linen back upstairs, employees exchanged dirty linen for clean linen. We also had the luxury of waiting almost five minutes for an elevator several times, during this wait there was a line of cleaning staff behind us talking. Some were talking about a guy getting fired, some were complaining about a manager that is not good at her job. She "cracks under pressure" and she is "with holding the use of new linens". Then there was the conversation about a customer that kept cpmlaining about her bathtub being dirty, the employees were commenting that the bath tub was clean, "it just looks dirty, that's just the way it look". They further commented that this was not the Hilton.
I read some of the reviews during my stay, something that I should have done prior to making my hotel reservation. My review is similar to other reviews. I love the bunk house concept and the water park, but the hotel and some of its other ammenities were disappointing. I also read the responses by the hotel management, they do not seem genuine. In fact, they are a bit on the intimidating side.
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