Prior to arrival, I called twice requesting early check in and left messages but did not receive a return call. We arrived about two hours early and understood we would need to wait until the 4 PM check in time. Because the unit was not available early, we had to leave the property and find places to sit and dine while waiting. The unit was ready at 4 PM.
During the stay, multiple issues affected our experience. One shower did not work, and there were cleanliness concerns, including debris under the couch and under the kitchen sink. After walking barefoot in the unit and common areas, our feet were extremely dirty within a short time.
We requested early check in and later requested a late checkout due to a late evening flight. Neither request was honored. A 3 PM checkout was initially communicated and later reversed by management, creating confusion.
Several paid and advertised amenities were not provided. Breakfast for two was not delivered. The pool was not heated and had no towels, staff, food service, cabanas, lifeguard, or entertainment, making it unusable.
There were no phones in the unit or common areas. Staff communicated using personal cell phones, requiring guests to use their own phones for all contact. While staff were polite and attempted to help, they appeared to have limited guidance after business hours.
Due to unmet services, cleanliness issues, and communication gaps, the stay did not match the booking terms. I respectfully request a refund.
