I had a very disappointing experience at this hotel. I rely on a trained service dog because I have seizures, and I believe my rights as a person with a disability were not respected.
Staff told me I was not allowed to bring my service dog into the pool area while I supervised my children. At the same time, they warned me that if I left my dog alone in my room, I would be charged a $100 fee. I was put in an impossible situation: either leave my children unsupervised or leave my service dog behind and risk a fine. My service dog is medically necessary and trained to respond to my seizures.
The front desk staff was also unprofessional. While speaking with me, employees carried on conversations in Spanish in front of me, making me feel excluded and uncomfortable during an already stressful situation. Instead of addressing my concerns respectfully or understanding the laws regarding service animals, they were dismissive and unhelpful.
To make matters worse, the pool area was filthy. There was hair everywhere, the pool deck was dirty, the water looked cloudy and unclean, and the waterslide did not work properly. The overall condition of the pool was disgusting and far below what I would expect from a hotel.
I expected better treatment, cleaner facilities, and proper ADA training. I would not recommend staying here.