Vacations Close To High Falls Water Park

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I only stayed there one night, but their team was very accommodating and the room was above expectation. We’ll stay there again!

It was a diabolical experience from our arrival. Despite paying for 3 nights, we couldn’t use the room the first night. We emailed ahead to tell them and to specify we absolutely needed it to be available when we did arrive as we had business meeting and needed to freshen up after a night flight. No problem they said. We turn up and they try to give us a different room to our booking. When we challenged that, they then said our room was unavailable due to a ‘maintenance’ issue but we could have it later (it felt like they had rebooked our room). They refused to tell us what the issue was. When the room did became available, they sent a staff member up to help us move and give us the key. Only he didn’t want to help us, he pulled his face when asked to help move our bags, he swore under his breath and when we called him out on his attitude, he then swore at us and stormed off leaving us speechless. We complained to the manager whose apology was pathetic. My friend’s PTSD was triggered by this verbal assault and all he could say was that he’d speak to the man! When we went back to our room on 20th floor, both key cards no longer worked!!. We called reception for the manager to resolve it and he came up but implied it was our fault for holding them next to our phone. We only had them for 15 minutes!. When we checked out, the manager didn’t provide any update on the incident, let alone say sorry or goodbye. Terrible! Must retrain staff in customer service! 😡

The location was great for air travelers, hotel offered 24 hour shuttle service to the airport every 1/2 hour. Breakfast buffet was offered starting at 6:10am which I believe is too late. Passengers are advised to check in 3 hours before departure for international flights and two hours before domestic flights. So, breakfast would only work for guests departing after 10am.