The advertised hot tub and pool were freezing! When brought to the attention of the front desk, we were told that there was not maintenance staff on call. We asked to speak with a manager. Surprisingly, a manager was not on duty, either. We asked to be contacted by management upon our departure. We have yet to hear from a manager, almost a week later.
We phoned at 4 pm, on our day of arrival, to ensure that the hot tub was operational. We splurged on the property and cashed out our OneKey cash because we were assured that the hot tub was functional. We could have saved our rewards, spent half the money, and still gotten the same lack of a hot tub.
We were shocked that a member of the maintenance staff is not on call 24 hours a day and that a "Manager on Duty" does not work during check-out time.
The staff with whom we interacted: Maddy at check-in, Ivonne at check-out, and the breakfast staff with the hijab (my apologies for not noticing your name tag) were friendly and professional. The breakfast staff were efficient and quick to replenish the buffet. The breakfast options and the buffet staff prevented me from leaving just one star.