To start off, I do not write negative reviews often, and even when I have a negative experience, I try to work it out before I post anything like this.
We had prepaid for a 2 night stay. My kids were having a blast. Unfortunately while we were at the water park, I got a call from my mom's hospice nurse that her condition had taken a sudden turn for the worse and that we should get there. While my husband packed up the room, I went to the front desk to explain the situation. Knowing we'd prepaid and it was nonrefundable, I asked if they could give us our second night as a credit, so we could come back later this summer. I was told that I "should have let them know before 10:30". I showed the woman the voicemail from my mom's nurse, timed at 2:17, and asked how I could possibly have let them know by 10:30 when I got the call after 2. They told me they couldn't do anything. There was ZERO empathy or sympathy - they didn't even say they were sorry that they couldn't do anything.
This was astonishingly poor customer service. They clearly just don't care. If they'd given us credit for our second night, we probably would have come back and stayed 2 nights - giving them even more money.
I never would have mentioned this if we had better customer service, but its also worth noting that the pictures of the rooms online are either heavily edited or 20 years old. The rooms are small, dark, and dated. My kids loved the bunk beds though! Needless to say we will not be back.