Got to the property early and was told we could pre-register and use facilities which was great. Went back at 3pm for the check-in time and was told our room still needed extra time to be ready. We were there celebrating a birthday and had two young children under 5 with us. After calls and speaking with someone else, our room was switched, and we were able to get there after 3. However, the room must've been booked for 2 people and so we had to call down numerous times to get more towels, pillows, toiletries etc. When pulling out the sofa bed there were bottle tops and baby snacks on the floor that had not been cleaned.
On one of the days we had to wait till 3pm to get service for the room, new towels etc. Not sure if the lady knocked on the door and though there was NOT a do not disturb sign, she did not enter. I had to open the door and call for her, she asked if we needed service and when I replied yes, she sighed and rolled her eyes, as if we were a problem and it was an inconvenience for her to provide service. We did not receive more toiletries or toilet paper that was needed.
I did let the receptionist know, especially as we were celebrating a birthday after a hard year. Nicole at reception was fantastic during our stay there and really made us feel more than just a number. She really cared and stated this was not the service they usually have. She said she would pass on the information to the Manager and we have yet to hear back from anyone.