Nice place, but the service can improve when things go wrong
We've been here one night - two to go. The facilities are nice, but the staff needs to learn two words that will make customers feel much better when things go wrong, "I'm sorry" - because I can be quite forgiving (and if we heard it even once in the last 24 hours I wouldn't be writing this poor review). We returned this afternoon to our room - it had been cleaned, except for the shower, which clearly had not been touched - all the old toiletries and lots of hair were still there, and we were given no new toiletries. Called the front desk, was told to come down for the toiletries, was given no apologies. Tried to go swimming, was surprised to learn the pool was closed - there were no signs last night when we looked at the pool. Asked the front desk (since my kids were so disappointed), was told the pool should open tomorrow morning - again no apologies. Tried to do laundry at night, but the machine ate my coins and didn't give any detergent. Called the front desk, was put on hold for 5 minutes (there was a clock there), then I called back because I was clearly forgotten - again no apologies. I was told to come down to get the Tide from the front desk, went down to get the detergent - again no apologies. Each time something went wrong, I got the same cavalier, "don't care" attitude with no apologies. It's a shame, because the facilities are quite nice, and the hotel is in such a good location. I hope it should be a quick fix - to teach the staff to sound like they care when something goes wrong and to learn to say "I'm sorry" on behalf of the hotel - to bring my "poor" rating up to a "very good."