Brand Names Can Be Deceiving
I had booked a Deluxe View Two Queen Beds with complimentary breakfast for two at about $300 (room + parking) per night. We are a family of four, so I planned to add breakfast for two more people. When I was checking in, I was told that they were out of the Deluxe View Two Queen Beds in the tower. The front desk clerk said that they could accommodate our stay in a similar room with a king bed plus two roll-in beds. We checked in and the room had a beautiful view of the marina. We got unpacked and waited for the two roll-in beds that never arrived. I called the front desk, and the clerk told me that they only had one roll-in bed available. Evidently the room could not accommodate four people, unless 3 people shared the king bed, or one of us slept on the sofa (not a sofa bed). I expressed my disappointment, so they offered to discount our first night’s stay. I told the supervisor that this option was unacceptable for a 4-star hotel.
The only room that they could offer us at this point was a suite with two queens at a greater reduced price, plus 2 more complimentary passes, for the inconvenience. It was getting late in the evening and the surrounding resorts were all booked. We reluctantly took the suite and put all our things back into suitcases again. The bellhop was apologetic and helped us move to the lesser building which was better suited for business travelers, not vacationers. The room was smaller with a view of the parking lot. There were a lot of seagull droppings on the patio cushions/lounges and outside our room. We decided to forego wi-fi because it was not free. We had noisy neighbors during the first night too.
In the morning, we went to the Red Marlin Restaurant for the complimentary breakfast buffet by the marina. There was about a 15 minute wait. The buffet bar was relatively small, but the food was good. The omelet station had only one cook, so the line was slow. Beware: read the fine print! Tax and tip are not part of the "complimentary" term, so expect to pay a pretty hefty amount because breakfast is way over-priced. We could hear other customers near us being just as surprised when they received their bill. The head waitress got snappy with me, when I inquired about my charges. She then started clearing our table before I was finished with breakfast; I had to ask her to stop. As soon as I signed the bill, she came back and snatched it out of my hand, then briskly walked away -- great way to start a new day (probably should’ve taken my tip back)! I recommend eating elsewhere.
We then tried the 3 large swimming pools. It turned out that two of the pools were only 3 1/2 feet deep and the other one was 4 feet. With two teenagers, it wasn't exactly their kind of swimming. Given the number of pools, we were surprised that there was only one Jacuzzi. Needless to say adults and kids packed in it like sardines or waited for their turn while they shivered. Also, the staff allowed us to take the pool towels to our room, only if we promised to return them. We ended up using our own beach towels from that point on.
When it came time to check out, the front desk clerk charged us FULL price for the entire stay! I reminded her about the inconveniences and the supervisor’s promise of a reduced price from the first night. She said she could not honor it because there was no documentation on our account. Luckily, I still had a copy of the original booking confirmation with me to prove my story. I have stayed at other Hyatt Hotels before, and this one fell way below their quality standard, especially with service. They really do nickel-and-dime you at this place. We will not come back here again.