Tom's Thumb Trail

Room did not have body wash & front desk was unmanned most of the morning; took over 45 minutes to check out. Hotel description says it includes parking; it does not. Parking is expensive, third party run lot. Also the front door of the hotel was open & unstaffed and that feels like a big safety issue?

I’m not really sure where to start. Upon arriving at the hotel and parking, the elevator was out of service. At check-in they forgot to give us our complementary drink tickets that you get for being a member. Walking to our room we saw that all the fountains were off. I’m sure it had something to do with maintenance but again I booked this hotel specifically because of how beautiful it was. The fountains didn’t fill up and turn back on until the day we left. I booked a poolside view, but our patio was right up against the bars of the pool area with no way of accessing it from our room again not a huge issue but isn’t an ideal for sight for sitting on the balcony. After checking in, we decided to go to the pool around 5pm. We went to the oasis pool because the sign said they had pool service until 6 PM upon going in, They told us they stopped serving at five and tried to tell us the sign said it was 5 PM. We explained to them that’s not what the sign says and the manager said he would look into it. There was a pile of room serves plates outside our room from the time we checked in until the early morning. Then on our second night, our bathroom ceiling started leaking through the light. They moved us into a different room but that’s literally all they did. They didn’t go above and beyond to make sure we were satisfied customers. They did the bare minimum which was moving us rooms because it was a safety issue. And the pools were cloudy and not clear blue like in the photos.

The only thing that was kind of tough was parking everything else was amazing pools were clean always stocked with towels the rooms are super nice and clean