We liked the resort location, arrived early to enjoy the pools, great feature. But when checking in at 4pm, rooms not ready. One room was ready at 5:15pm (notified by phone), the other room told at 6:15 not ready, will phone, no phone call and asked again at 6:50 pm, finally got access to the room. This is not acceptable. The family enjoyed the pools though change room & washroom were grubby. Had 2 connected rooms, were comfortable and clean, fridge great to have but the coffee maker was a bad choice ecologically and also bad tasting. Little recycling at the rooms and venue, huge number of towels and robes to be laundered. Staff had different information on towels for the pool (had to get from front desk, no, had to get from room, no consistency; at one point got towels from spa). One room had robes, the other not. The pools are quite a distance from the east tower so very inconvenient to be walking with mobility challenges back and forth especially to learn if room ready, find towels, robes etc.
This venue has a captured clientele with their hot spring pools but is short staffed to take care of guests and seems staff are not well informed either.