Let me be clear: We are a family of four. We have traveled often before, stayed in everything from 5 star, to basically camping. We know what works and what does not. We have a child with Autism that requires PLANS to be put in place, plans that were booked well in advance of our arrival, but upon arrival - no one knew anything about them... except we had the email trails, notes and some other bits and pieces - either way, we still were delayed, t into a room no bigger than a big bed room, with no room for luggage, kids climbing over luggage just to get out of bed. And then my glorious view... of the unit block next door complete with full, uninterrupted views into peoples lives - in every interpretation you can nearly think of - but, if I sat in the far, far corner I could see a mountain. Lucky I paid extra for that. We were actually down-graded in the big 'we have no information about your family' story... from level 34, mountain views to overlooking a unit block... Ok, it happens - but not from Level 34 to 14?!. And let me further explain staff 'trying to help'. They 'try' - but in try, they have either been backed into a corner by someone else who did not do their job, or they were not doing their job - & it is a bit from each column. Checking the dates we stayed with options of us PAYING TO UPGRADE were never offered to us, despite there being suites available and us expressing concern about room size. We paid to not be camping - but family tents are bigger. Make sure to take a copy of every single document related to the place, including names, details, dates, times - everything because the staff will tell you dead-pan to your face that 'no, I don't think that happened or it would be written here' - apparently four emails from their own staff did not make it to the system, so I hope for anyone needing specialist requests are genuinely accommodated, because we were just shoved into a tiny room, no options, and told 'ENJOY, Mahalo!' Go elsewhere. Truly.
