Riley V.
Yelp
Firstly, flip through the first handful of property images. See anything anywhere that shows a concert venue sitting smack dab in the middle of this property? Me neither. I was sold snake oil big time. And if they update the pics after this review, then thank goodness you don't go thru the experience I had. I wish someone wrote a review like this before I booked it, so I hope this helps someone else that has saved their hard-earned money to book a spendy hotel thinking it would feel good, and vacation-like.
Before I booked, I called the onsite reservations staff, and asked, "do you have a room for 1 with a balcony looking at the water that is quiet?" Which they responded, "Of course, we have many". So, naturally I believed her and made my reservation". Come check-in time, I was given a room with no balcony, no water view. I had to UPGRADE my room to a junior suite to get that balcony, water view and quiet. Fail #1: More money per night, unexpectedly.
Fail #2: The new room is on the parking lot and busy street with vendor trucks, traffic, drunk people, and just overall noise.
Didn't want to be a Karen, so I just focused on the distant view of the city skyline and the ... naval base, and accepted it.
But then other uncomfortable things happened one after another and I felt very much "less than" a guest.
Fail #3: The concert venue was very very very under-emphasized and I had no clue the impact of that noise throughout the entire property. I'm sure if pictures depicted that it was right smack in the middle of the grounds, I would have figured it out for myself. But nope, I truly feel duped and paid out the wazoo for my nightly rate and still didn't get what was promised.
The entire trip was my long-awaited, solo rest and recharge getaway and I was so disappointed in the experience, it just ruined it.
Fail #4: The concert hires non-hotel security staff, and they don't care that you can't walk thru the hotel property (to the front desk, little koi ponds, pool area, patio area, or green space) without going on the outside perimeter (parking lot) of the property. As a single female, I rely on the hotel pathways for safety reasons. I need to know that I can walk around feeling safe and relaxed! That is the whole point. Nope, you are no longer a hotel guest on your hotel property, you are basically in the way of the show.
Many of the little things added up:
Fail #5: The rooms are worn, tattered, cracked tiles, scuffed walls, stains on tabletops and end tables.
Fail #6: The balcony appears to be about to fall off, cracked concrete, dilapidated wood--not by the elements, but by neglect.
Fail #7: The bathroom amenities were not refilled, and were so smelly, not a fun tropical smell that would be on brand, but more of a dessert-sugary sweet gacky smell that was so strong and felt like I was washing my hair with sugar pie, and the lotion was a sugar chiffon. Pretty polarizing stuff.
Fail #8: You have to pay $4 a cup for "Lobby coffee", which they make you walk across the property to the restaurant to a pot. Coffee is like, a fundamental thing for guests, is cheap, and is always free in the lobby.
There was more, but honestly I just want to forget about the whole trip and call it a loss, too many details that added up to disappointment.
I loved the tropical vibe with the tikis and lush garden area, but it was overshadowed by the fact that the customer experience is not a priority for this management. I noticed.