I should have taken that as a bad omen and gave up, but we decided to go directly to their site and book in the platinum (non-smoking) tower and called the front desk to ensure there would be no issues since we paid more for the ocean, nonsmoking room. The person that answered the reservation line was rude, unhelpful and basically told me that whether I booked with her or online for cheaper it wouldn't matter because they can't guarantee the room type anyway. PROS: clean room, nice design/aesthetics in the room (platinum tower), view from pool, locationĬONS: can't go anywhere without wreaking of smoke (indoors and at the pool) CUSTOMER SERVICE they do not honor specific room types even if you prepay/reserve (online reservations never show 'booked', they just tell you they don't have it available after you've planned your trip around getting there, only to be disappointed and overcharged) no hot water (only slightly lukewarm) in the showerĬustomer service is non-existent at this hotel! I called to inquire about cheaper hotel prices I was seeing online knowing that deal sites often sell rooms that are not available anymore.

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