Disappointing! Over priced!
Jul 23, 2021 jbermie Modesto, California
This was an expensive 4 night stay, including taxes $2000. From the first night until check out there was one thing after another, some the hotels fault and other issues not (loss of power due to lightening strikes and someone pulling the fire alarm at 5:30am. There were no double queen rooms and only a twin could be provided on rollers to…
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This was an expensive 4 night stay, including taxes $2000. From the first night until check out there was one thing after another, some the hotels fault and other issues not (loss of power due to lightening strikes and someone pulling the fire alarm at 5:30am. There were no double queen rooms and only a twin could be provided on rollers to accommodate a 3rd person in the king room. The room is small and with the twin bed it was trampled so had to put it down at bedtime and up first thing in the morning. The manager explained that due to staff shortage the 3rd floor was not being used. Twin beds practically lined the 2nd floor. The first room we were in had pillows that were unusable. They'd been laundered and dried and they were a solid ball or flat. The manager had housekeeping bring us new pillows that were stored onsite. We also had problems with the shower spraying all over and flooding the bathroom floor. They changed our room. The 2nd room had dirty carpets, but at least the ac unit didn't sound like a jet engine!! The website did not indicate that there was no room cleaning and we assumed there was which caused us issues. Room cleaning had to be requested, but we didn't know that as the front desk failed to tell us upon our arrival. We had to empty our own trash cans and place it in the hall. The showers all show water damage on the walls due to how they are designed. The cosmetic mirror based was totally rusted. The manage explained that the CEO's are considering a remodel.
When the power went out the hotel tell provided lunch boxes: Thrown together sandwiches sloppily prepared on white bread, trix yogurt, a cheese stick, a couple of bags of chips, orange juice. Pretty much unedible.
The restaurant is to be avoided!!! The food is horrible and extremely overpriced: $34.95 for a half rack of ribs, and $68 for a steak. The calamari was not freshly made. There is a foul taste to the water they serve, not like the other restaurants in town. The staff have one pace: slow! Salmon was over done, dry.
The website doesn't indicate that the gym is shut down! This was important to people in our party. It appears being used for storage. The pool ran out of towels and we had to go to the desk to request more 2x. The indoor pool was adequate as was the hot tub, however, the hot tub jets didn't work except to move the water around.
We requested clean towels daily as we didn't know there was no room cleaning and some of the towels had frayed edges and looked like rags.
When we had issues to resolve when Vernon was on duty he was helpful but he also didn't advise us of the policy of no room cleaning unless requested. On two occasions when Vernon wasn't there the front desk staff told us there was no manager or assistant manager on duty, so they took notes in a notepad, I think that was for reference if we called again with issues. No manager reached out to us at any time.
Unfortunately, there have been ongoing complaints of the same nature and when the Xanterra CEO responds nothing appears to be corrected.
Vernon, said he was workout a $150 refund, which doesn't cover even one night, through the third party we booked through, but no refund has yet been issued.
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