Upon arrival, our rooms were not ready, even though we arrived two hours past check-in. The front desk staff was unhelpful and insisted I had reserved only one room, despite my confirmation of two partial ocean view queen rooms. After I provided the confirmation email, she found the second reservation but insisted we could only have a different style room if we wanted them immediately—not an upgrade. Ultimately, I settled for the same room type on separate floors, which made managing my kids challenging.
On a positive note, the rooms were beautiful and the location was perfect. Most staff members were friendly, and the manager worked hard to resolve the situation, though we still had to wait. While you can hear airplanes from the rooftop, it wasn’t an issue while sleeping. Overall, it was a mixed experience with some hiccups.