First of all, the hotel was advertising an indoor pool, and that was the reason we chose this hotel over other ones in the area. They DO NOT have a pool (hopefully hotels.com fixed this after my call), it's a spa and kids are not allowed at any time, so if you don't want to break your kids hearts like we did, don't go there. I told the lady at the front desk and showed her where it said "indoor pool", and all she said was:"well, there is no pool and your kids cannot go to the spa area"...and that was just the beginning of our stay.
Second of all, staff was hardly ever available. Every time I tried calling the front desk from my room the phone was busy. So I would get dressed and go down in person, and 5 out of 6 times I had to wait a while for them to get off the phone. Also, when I tried to check out at 6:30am, the guy at the front desk didn't know how to do the check out and told me it was too early to check out! Unreal!!! I wasted about 20 minutes there even though the hotel was paid in full when I made the reservation. I showed him my confirmation email, he had a printed copy of my email on his hands but was still saying I couldn't go. I finally just left, didn't wake up the family at 5:30 to sit at the front desk and wait for an appropriate time to check out.
In summary, worse costumer service I have received in years and will never go back there.