Keren Gosdin
Google
Editing: the hotel did end up reaching out via email and refunding us for the night of the incident. We are grateful they are working towards new procedures for staff in case this ever happens again. Hoping to stay there again in the future.
We stayed Sunday–Wednesday this week. Check-in was smooth and the front-desk team seemed friendly—then the fire alarms began. First one at 9:45 PM wasn’t a big deal: staff handed out water, told us we needed to wait for fire department to come check things out, give us an all clear and then got us back inside. Cool.
Then it happened **3:45 AM**, **4:45 AM**, and **5:45 AM**. At 3:45 there was exactly one employee on duty who refused to look anyone in the eye—glued to her phone while we froze in the hall hunting down a scrap of info. (“Faulty kitchen detector,” she finally mumbled to another guest who had to drag the info out of her as she was clearly too busy to be bothered). At 4:45 it chirped so briefly we tried to sleep through it. But at 5:45 the alarm blared nonstop, nobody showed up to turn it off, the fire department never came, and after 15 minutes we just trudged back inside ourselves with no communication from ANY employee, no acknowledgment NOTHING. The guests had to just get tired of waiting outside and decided to go back inside.
Oh, and there’s nothing for kids to do here. No games, no activities, no redeeming snacks at midnight. The pools are fun, but for it touting as a family resort there really wasn’t much to keep the kids busy without having to leave the property every time.
Technology fails. People screw up. But real hospitality shines in how you handle it: clear updates, genuine apologies, a manager checking in. You gave us silence. If this is how you “handle” crisis, you shouldn’t be in the resort business. If you actually care about fixing this, give me a call.