Let me start by saying the resort is really beautiful. Honestly, upon first glimpse it would be somewhere that I would have liked to come back and visit for leisure. That was uh til day 3. I was there for business and had a short break at lunch. A colleague and myself decided to go to our rooms to freshen up. We hopped on elevator 3 i. the Orchid building with 3 other people. Our friend hopped off at floor 6 and we continued up. All of a sudden the elevator dropped a few feet (scary) and then stopped . The floor number went out and after a few minutes we called the help line. We were told someone would be right over. After 20 minutes we called again and we were hung up on by the operator. In the meantime my manager called and asked if we were out, he was told that we were. We were not. 45 minutes later we were rescued and told that the reason that the elevator actually stopped was because a technician at the hotel stopped the elevator in order to fix it because it had freefalling just 20 minutes prior. When I mentioned this to the GM at the hotel, he offered me 5000 Bomboy points for my trouble. Not even enough for free drink at the hotel bar which by the way was about $25 a pop. when I got home, I called Marriott and I was told there was not much more than they can do for me other than 60,000 points. On a separate note, another colleague heard gurgling in his bathroom in the middle of the night, and was awoken by a stench, so horrible that he called downstairs it was feces, coming up through his bathtub and flooding his bathroom. He was told that they did not have another another room to switch to because they were full. Well, this place may look beautiful. The customer service is horrendous. Four people were stuck in an elevator for 45 minutes due to their negligence. And there was a septic issue that backed up and caused somebody to sleep in a room that smelled like human feces. Avoid this hotel at all costs.

I was very excited about my trip. However, arrived just before 4pm which was check in time. Room was not ready. We were told just a few minutes. By 6pm, room still not ready. Had to downgrade room because it was still not ready. After that, an abundance of issues that the hotel staff did not seem to care about resolving. For the amount of money to spend to stay here, I was extremely disappointed. We could have stayed at the Marriott and saved quite a bit of money and received much better treatment. The resort is lovely with lots to do but the service is lacking terribly. We were able to find one hotel worker out of the many, his name was Jarod, who was extremely helpful and went above and beyond and tried to make things right but unfortunately nothing has been resolved. Jarod was the only worker who really tried and went above and beyond to help us and he was gave fantastic customer service. Other than that, nobody really cared and status was not recognized at all. Even though we were denied getting our room until late, we were still denied late check out even with my status. We will not be coming back to this resort due to our experience.

I guess worse resort in terms of Marriott Ambassador benefits recognition, response time and general hotel attitude. - 16.00 late checkout - rejected - Your 24 - Rejected - Room upgrade - rejected - SNA - rejected - lounge access - not applicable Just to mention a few. The only request that was honored is breakfast welcome gift. This property is not recommended to Marriott members.

My husband and I went on a couples trip witb three other couples. We had amazing time at the adult pool ordering drinks and lunch! We are celebrating my husband’s 40th! Evan and Dennis were so attentive! They really went out of their way to make a special afternoon!

The whole place is overrun with children, and the pool, oh my, it's like being at Disney World, kids are everywhere, yelling, screaming, even the adult pool had children running around , and nothing at all was done. This is NOT a relaxing luxury resort, not at all. Then you get the privilage of spending $68 per day on a resort fee, and steep $55.00 parking charge per day, on top of your already expensive room rate. Avoid at all cost.