But they did not respond (despite me following up multiple times) which leads us to conclude that they do not care about the guest experience at all. I asked that they at least acknowledge the receipt of the e-mail (it can be a two-line response). I did not ask or expect any compensation as I merely wanted them to be aware of the situation. Following the stay, I sent an e-mail to their general mailbox about the experience. I can understand that there can be miscommunication amongst the teams and team members, but please put yourself in our shoes (with kids) and you can probably understand how frustrating the experience was. The last team member who showed up acknowledged that it should have been on at 830am. Now it is about 9:20 and still no luck, I called the genera phone line to inquire about the situation and the first question the team member asked was if I was a hotel guest! Finally, another team member showed up and said the maintenance team member was on his way to turn on the wave. She did offer to check with front desk about the situation. Some time passed, another team member then came and told us (incorrectly) that the lazy river could only be turned on when the spa opens at 9:30am. I found an employee from the restaurant near the pool who told us (incorrectly) that he believed the entire facility was “closed for the season” but he would check. I had no one to ask since there was no staff working at the pool area. Now it is close to 9am and the crew had left, the wave was still off.

We asked the crew (who were outside contractors) and were told that the wave pump would be turn on “shortly”. But it was not as there was a crew doing tree trimming and pool cleaning. On day 2, we arrived at the pool area at about 8:30am expecting the lazy river to be “on” (since the posted opening time is 8am). Also relying on the incorrect advise, we went down to the pool at about 5:30, only to be told by the staff at about 6pm that the pool closes at 6. On day 1, when we called down to the front desk, we were informed that (1) we needed to go to front desk to get a “pool pass” and (2) the pool area closes at 7. One of the main reasons we stayed at the property was so the kids could use the lazy river and pool, and they had been looking forward to it for several days. This was not a big issue overall but a minor (understandable) inconvenience.

We called the front desk, and after about 15 minutes, there was water.

When we arrived at the room, there was no water coming out from the faucet. The lazy river was cool and the kids really enjoyed it. The positives - the room was spacious, well-laid out and clean.

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