When we arrived, our room had been given away and we were charged the same rate for a room that cost significantly less per night than the one I initially booked on Hotels.com. We were able to move into the room we originally booked the next morning, from a room with two queen beds into the king bed suite (which is what I originally purchased).
Both rooms had bugs in the bathroom. In the king suite (which should have been cleaned directly before we moved into it), I opened the shower curtain and found a dead spider in it. The compartments for the towels and the toilet paper holder also had dust inside.
I put a brand new pair of socks on my two year old and after only a couple of minutes of walking on the carpet in our room, the bottom of his socks were filthy, like the carpet hadn’t been vacuumed in months.
When my husband asked the housekeeper if she could come back to clean in 30 minutes to give us time to leave the room, she replied she only cleaned from 9-10am and wouldn’t be able to come back that day. To my knowledge, our room was never cleaned during our week-long stay.
Finally, there was the pool. We took our son, niece and nephew to swim and the pool walls were covered in algae, the bottom of the pool was filthy, and there was all kinds of plastic and debris floating in it. The staff did clean it the next day, but we never tried to use it again.
The front desk staff was extremely kind and friendly, but the damage had already been done.