We arrived at the hotel at 1:30 and were told our room was not ready which is understandable, however, we waited over THREE hours for a room to become available (only because I continued to press the issue or else it would’ve been longer!). No accommodations including the pool, bar/lounge was open to any of the families that were waiting and all management would give us is “it’ll be guaranteed at 4pm.” So when 4pm approached and we still didn’t have a room, I went to the desk only to be gaslight by the front desk agent about how “check-in was guaranteed but not the actual room.” What?! I work in hotels/hospitality and have never experienced such a lack of customer service or care from the property. They had plenty of rooms to check-in other families in-between that time but not me and countless others who were waiting for hours? Totally unacceptable. After an eye roll and approved by upper management was I able to check-in at 4pm. Other families were still turned away with the same speech. When I got to room it looked nothing like the photos online with an open loft style room and instead resembled a prison cell. The doors to the separated the bedroom and bathroom did not stay open closing off the space from anyone in the living room. Continental breakfast was cold and undercooked and had to be warmed up in our rooms to consume. I will never stay at this property again and hope others don’t have that same experience.