"We were extremely disappointed with our stay. We traveled over two hours away with our two children and specifically chose this hotel because of the amenities, including the pool. Unfortunately, upon arrival, we discovered the pool was not working. We were never notified of this issue prior to our stay, despite booking in advance and even arriving a day early.
Had we known the pool was unavailable, we would have canceled our reservation and booked elsewhere. This trip was intended to be a special opportunity for our family to spend quality time together, and the lack of communication significantly impacted our experience.
What was most frustrating was that when we brought our concerns forward, no one offered a solution, accommodation, or any assistance regarding the inconvenience. We understand that maintenance issues can happen, but customers should be informed in advance when a major amenity is unavailable, especially when families are traveling specifically to enjoy those features. We were informed the pool had been down for 5 days at this point so we should have been notified.
We hope management will improve communication with future guests so other families do not experience the same disappointment."
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