We spent the weekend as a family at the waterpark, hoping the kids would have a great time. Unfortunately, our experience was somewhat disappointing. The kiddie pool was closed for the entire weekend, and the hot tub was unavailable for one night. Both the rooms and the waterpark showed signs of wear and tear, including chipping paint in the pool area and torn carpet in the rooms. Although there are three waterslides, only two of them were functioning properly.
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酒店回复: Dear Valued Guest,Thank you for taking the time to share your feedback. We’re very sorry to hear that parts of your family’s waterpark experience fell short of expectations during your stay.We understand how disappointing it can be when amenities are unavailable. The purple slide is shut down during the winter months because a portion of it extends outside the building, and colder temperatures make it unsafe to operate. Additionally, the kiddie pool has been closed temporarily for scheduled repairs, which are set to take place next week. We apologize for the inconvenience this caused during your visit.We also appreciate your comments regarding the condition of the rooms and waterpark areas. The concerns you mentioned, such as chipped paint and worn carpet, are being addressed as part of our ongoing maintenance efforts.Thank you again for sharing your experience. We hope to have the opportunity to welcome you back and provide a much improved stay in the future.Sincerely,Ashley RuachoSleep Inn & Suites Conference Center and Water Park
2.0分
家庭亲子
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Breakfast was the only good thing about this Hotel. The dinner was very cold but food was good
This hotel not only has a rude front desk person but the Waterpark and hotel conditions are terrible, dirty and unsanitary needs major maintenance in every part of the hotel, the only reason we booked it was for the pool and the kids pool was closed the jacuzzi for adults was full of kids using it as a pool and the water for the water slides extremely cold. No personnel at all at the Waterpark to control children not being in the jacuzzi. And today I just realized I was double charged but I will figured it out with my CC company. Also this hotel has 2 hrs late checkout for free which its good, but the girl from the front desk called us to our room at 11:30 saying checkout was at 11 am if we didn't leave ASAP I would be charged again and I told her about the free 2 hr late checkout and she said very rudely that we need to let them know in advance that we are using the late checkout option and neither here at ******* or at the front desk when we check in we weren't informed about this, so anyway I told her I was using the 2 late checkout hours and she just hung up on me, I was flabbergasted. Worst customer service experience.
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酒店回复: Dear Valued Guest,Thank you for taking the time to share your detailed feedback. We sincerely apologize for the multiple issues you encountered during your stay. We understand how disappointing it must have been for your family, especially with the kiddie pool being unavailable, the cold water on slides, and the lack of supervision in the pool area. Safety and cleanliness are our top priorities, and your comments will be addressed immediately with our team to ensure improvements are made.We also apologize for your experience with our front desk staff and the confusion around late checkout. Guest communication and courteous service are very important to us, and it is clear we fell short in this instance. Your feedback will be used for additional staff training so that future guests do not experience the same issues.Regarding the concern about being double charged, we’ve reviewed both reservations and can confirm that only one night was charged for each stay.Thank you again for sharing your experience. We appreciate your feedback and hope we can have the opportunity to provide a better stay in the future.Sincerely,Ashley RuachoSleep Inn & Suites Conference Center and Water Park
3.0分
家庭亲子
The kiddy pool was closed. We have little children which they would have loved it. The steps going up to the slides were kinda sketchy.
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酒店回复: Dear Valued Guest,Thank you for taking the time to share your feedback. We’re sorry to hear that the kiddie pool was closed during your stay, as we understand how important it is for families with young children. The kiddie pool is scheduled for repairs soon to ensure it is safe and enjoyable for all guests.We also appreciate your comments regarding the steps leading to the slides. Safety is a top priority, and your feedback has been shared with our maintenance team to ensure all areas are secure and well-maintained.Thank you again for your review, and we hope to welcome you and your family back for a safer and more enjoyable experience in the future.Sincerely,Ashley RuachoSleep Inn & Suites Conference Center and Water Park
2.0分
情侣出游
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Dated and definitely in need of a refresh. Carpet was dirty and lifting at the seams. Tile floor was not scrubbed and very sticky. Comforter was torn and falling apart.
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酒店回复: Dear Valued Guest,Thank you for sharing your feedback with us. We’re truly sorry to hear that your stay did not meet your expectations and that you encountered issues with cleanliness and room condition. This is not the standard we strive to uphold. Your comments have been shared with our housekeeping and maintenance teams to ensure these concerns are addressed promptly.We appreciate you bringing these matters to our attention and hope you’ll consider giving us another opportunity to provide you with a much-improved experience in the future.Kind regards,Ashley RuachoSleep Inn & Suites Conference Center and Waterpark
4.0分
情侣出游
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Breakfast Need more different cereals. Bagels. Eggs rolls and muffins on the table. Last time on Friday , Saturday and Sunday same kind foods. More food variety
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酒店回复: Dear Valued Guest,Thank you for sharing your feedback and for taking the time to let us know about your experience. We’re glad to hear that you enjoyed your stay overall, and we truly appreciate your suggestions regarding our breakfast variety.Your comments have been shared with our breakfast team so we can explore adding more options and variety for our guests. We value your input—it helps us continue improving the quality of our service and amenities. We hope to welcome you back again soon.Sincerely,Ashley RuachoSleep Inn & Suites Conference Center and Waterpark
2.0分
其他
Pool was gross, hot tub was cold, slides falling apart, room leaked through the wall soaking the floor and our bags
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酒店回复: Dear Valued Guest,Thank you for taking the time to share your experience with us. We sincerely apologize for the condition of the pool area and the maintenance issue you encountered in your room. This is not the experience we want for our guests, and we truly regret the inconvenience it caused during your stay.Your feedback has been shared with our maintenance and housekeeping teams to ensure these issues are addressed promptly. We value your honesty and appreciate you bringing these concerns to our attention, as it helps us improve for future guests.Sincerely,Ashley RuachoSleep Inn & Suites Conference Center and Waterpark
3.0分
其他
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The waterpark area had black mold and so much on the stairs to the slide. Trash everywhere , questionable white flakes in the hot tub and felt many things on the bottom of the pool and hot tub on my feet while swimming . We made the best of the it but it was seriously unsafe and quite gross. 2 teenagers working were just hanging over the counter on their phones while the water park could use some serious work. The rooms were not bad till the next morning and the power went out and had to get ready in the dark. Staff was good who checked us in. Other than that, I guess it was to be expected being part of the mall and the water park reminding me of the mall bathrooms and just save your money . It needs to be shut down and have a lot of work on. The reviews that say the downfalls is true. It has potential to be great again. Clear up the mold! It is seriously unsafe. Thank you.
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酒店回复: Dear Jasmine,Thank you for taking the time to share your detailed feedback. We sincerely apologize for the safety and cleanliness issues you encountered in our water park area, as well as for the inconvenience caused by the power outage in your room. Guest safety, comfort, and a clean environment are our top priorities, and it is clear we fell short during your stay.Your comments have been shared with our maintenance, housekeeping, and management teams for immediate review and corrective action. We truly appreciate your honesty, as it helps us identify areas that need urgent attention.We hope you might consider giving us another opportunity in the future to experience a much-improved stay.Sincerely,Ashley RuachoSleep Inn & Suites Conference Center and Waterpark
3.0分
家庭亲子
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This property is tired. Although clean with an excellent staff, the rooms and pool area were lacking. The kiddie pool was out of service, which was incredibly disappointing as we had 2 toddlers. The pool was really cold, and the hot tub was just tepid. We had to leave the “spa” on Sunday due to a very large group of young boys rough-housing in the hot tub. We appreciated the staff hospitality and kindness; being attached to the mall was excellent. Not enough value for our CDN dollars to stay here again.
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酒店回复: Dear Kelley,Thank you for taking the time to share your feedback. We’re glad to hear that you found our staff hospitable and enjoyed our convenient location attached to the mall. However, we sincerely apologize for the issues you experienced with the pool, hot tub, and kiddie pool, as well as for any disturbances during your stay.Your comments regarding the pool area and room conditions have been shared with our maintenance and management teams to ensure improvements are made. We appreciate your honesty and hope you might consider giving us another opportunity in the future to provide a more enjoyable stay.Sincerely,Ashley RuachoSleep Inn & Suites Conference Center and Waterpark
前台的Ashley人超级好！她让入住手续变得非常顺利。我把预订日期搞错了，她帮我解决了问题。我真的非常感谢Ashley！
我和我的家人非常喜欢住在这家酒店！
We spent the weekend as a family at the waterpark, hoping the kids would have a great time. Unfortunately, our experience was somewhat disappointing. The kiddie pool was closed for the entire weekend, and the hot tub was unavailable for one night. Both the rooms and the waterpark showed signs of wear and tear, including chipping paint in the pool area and torn carpet in the rooms. Although there are three waterslides, only two of them were functioning properly.
Breakfast was the only good thing about this Hotel. The dinner was very cold but food was good
This hotel not only has a rude front desk person but the Waterpark and hotel conditions are terrible, dirty and unsanitary needs major maintenance in every part of the hotel, the only reason we booked it was for the pool and the kids pool was closed the jacuzzi for adults was full of kids using it as a pool and the water for the water slides extremely cold. No personnel at all at the Waterpark to control children not being in the jacuzzi. And today I just realized I was double charged but I will figured it out with my CC company. Also this hotel has 2 hrs late checkout for free which its good, but the girl from the front desk called us to our room at 11:30 saying checkout was at 11 am if we didn't leave ASAP I would be charged again and I told her about the free 2 hr late checkout and she said very rudely that we need to let them know in advance that we are using the late checkout option and neither here at ******* or at the front desk when we check in we weren't informed about this, so anyway I told her I was using the 2 late checkout hours and she just hung up on me, I was flabbergasted. Worst customer service experience.
The kiddy pool was closed. We have little children which they would have loved it. The steps going up to the slides were kinda sketchy.
Dated and definitely in need of a refresh. Carpet was dirty and lifting at the seams. Tile floor was not scrubbed and very sticky. Comforter was torn and falling apart.
Breakfast Need more different cereals. Bagels. Eggs rolls and muffins on the table. Last time on Friday , Saturday and Sunday same kind foods. More food variety
Pool was gross, hot tub was cold, slides falling apart, room leaked through the wall soaking the floor and our bags
The waterpark area had black mold and so much on the stairs to the slide. Trash everywhere , questionable white flakes in the hot tub and felt many things on the bottom of the pool and hot tub on my feet while swimming . We made the best of the it but it was seriously unsafe and quite gross. 2 teenagers working were just hanging over the counter on their phones while the water park could use some serious work. The rooms were not bad till the next morning and the power went out and had to get ready in the dark. Staff was good who checked us in. Other than that, I guess it was to be expected being part of the mall and the water park reminding me of the mall bathrooms and just save your money . It needs to be shut down and have a lot of work on. The reviews that say the downfalls is true. It has potential to be great again. Clear up the mold! It is seriously unsafe. Thank you.
This property is tired. Although clean with an excellent staff, the rooms and pool area were lacking. The kiddie pool was out of service, which was incredibly disappointing as we had 2 toddlers. The pool was really cold, and the hot tub was just tepid. We had to leave the “spa” on Sunday due to a very large group of young boys rough-housing in the hot tub. We appreciated the staff hospitality and kindness; being attached to the mall was excellent. Not enough value for our CDN dollars to stay here again.