4/10 Poor
Denny
Travelled with family
20 May 2024
Liked: Cleanliness
Disliked: Staff & service, amenities, property conditions & facilities
We stayed in the lake cottages with loft and this was the highlight of the trip. We are a family of four and my 13 year old daughter brought a friend. The loft, while the ceiling is uncomfortably low for adults, was perfect for them. There were 2 beds up there and a tv so they had a blast. The separate master bedroom had a king bed and was great. Our youngest slept on the sofa bed. The small kitchen area was convenient as well.
Customer service was extremely lacked overall. We arrived at 10am knowing that check-in wasn’t until 4. We were basically turned away by the lady at the front desk. She didn’t offer to hold our luggage until our room was ready. When I asked if we could go to the pool she initially declined but then reluctantly gave me a wristband. I have never been treated this way when arriving early at any other hotel or resort. She told me to check back at 1:00 to see if our room was ready. When I came back at 1:00 I was told that my room was ready but I would have to pay a $50 early check-in fee. I declined since this was absolutely ridiculous.
The bad customer service continued when a light burnt out in the kitchen of the room and the safe was not working. I called twice the first day and a third time the next morning before someone finally came to fix the safe. The lightbulb was never replaced.
The waterpark slides and lazy river were both down for repairs. I will give them a pass on this since there had been flooding on Lake Conroe a week prior.
Denny
Stayed 2 nights in May 2024