10/10 Excellent
Orlando
Traveled with family and small children
Jul 11, 2025
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was my first time at this property. I was there for 2 nights with my wife and 2 grandkids. We really liked the experience in general, but even more the responsiveness of the staff, especially the security team. We had an issue at the wave pool with another guest. My granddaughter lost her swimming googles in the pool and they were taken by a man that father of 2 young kids also in the pool. He gave the googles to his son. When my 11-year-old grandson asked him to return the googles, this man refused to do, arguing he bought them for his kids which clearly was a lie. So, it was very frustrating to see a grown up given such a terrible example to his kids (stealing from others). Instead of me having a direct confrontation, I raised the situation with your supervisor who called security (Brad). I explained the situation. "This is just a 5 dollars item, but that was not the point". Brad went to the pool and asked the man about the googles. He insisted they were his and pretty much dismissed Brad, arguing he bought them. Brad came back to me and said he was going to review the security cameras and if indeed they were taking by this irresponsable father, then he will get them back for us. We left the pool and went to our room. About 2 hours later we got a call from Brad. He said, "i got you googles returned" .. indeed, he really went the extra mile and was able to make a wrong a RIGHT! kudos to Brad!!! and to You!.. very impresive!!! this is what make companies excel!!
Orlando
Stayed 2 nights in Jun 2025