Victoria B.
Yelp
The hotel is extremely overpriced for what you actually get.
Aquatopia was, without exaggeration, the most disgusting water park experience I have ever had. It is very old, dated, and visibly neglected. There is rust everywhere -- on slides, fixtures, rails, and even water dripping with rust stains onto glass and plexiglass. Peeling paint, dingy surfaces, and an overall feeling of poor maintenance made it feel unsanitary and uncomfortable. I was genuinely embarrassed that I brought my child there and will never return or recommend it to anyone.
The park itself is also very small. The lazy river is extremely short, the wave pool is the only decent attraction, and everything else feels cramped, worn down, and dirty. This is absolutely not worth the price being charged.
The one positive I will note is that our room was clean and well maintained. Housekeeping did a good job.
Customer service, however, was a major issue. Prior to arrival, I tried for an entire week to reach the resort by phone, live chat, and email. No one answered the phones, live chat never connected to a real person, and multiple emails went unanswered.
Upon arrival, I waited close to an hour just to secure a snow tubing time slot, despite a relatively short line. There were multiple customer service representatives, but they spent excessive time chatting with each guest instead of moving efficiently. This process should not require standing in line at all.
After that, I had to wait in a separate line for check in, which took another 45 minutes. When I asked whether the room would actually be ready at the stated 4 PM check in time, the response I received was essentially "we do our best, sometimes rooms aren't ready." For the price being charged, that is not an acceptable answer. If a check in time is listed, the room should be ready at that time, or guests should be compensated. The attitude I received in response was dismissive and unprofessional.
Food and drinks throughout the resort are outrageously overpriced, and automatic gratuity is added even for a single drink, which feels excessive and inappropriate given the overall experience.
Between the poor customer service, excessive wait times, lack of communication, and the unacceptable condition of the water park, this stay felt like a complete ripoff. This resort is not worth the price and seriously needs major updates, maintenance, and staff retraining.