Jurmo Island Adults Only Holidays

Bar where amazing and pools where great

Easy access to the monorail

Loved it

Great hotel and staff

Booking through a third party made our check-in experience unnecessarily difficult. I purchased a $25 upgrade (x3) through Expedia for all three rooms to have connecting rooms. Upon arrival, I was told the upgrade had to be purchased directly through the hotel and that no third parties offered it. Expedia does, in fact, sell this upgrade, so the information provided was incorrect. We eventually agreed that our rooms would be on the same floor, but they were not. The rooms were also ready at different times—the first at 11 AM and the last after 5 PM, despite a guaranteed 3 PM check-in. The payment process was also frustrating. I went to pay the remaining $470 balance, tapped my phone, and the transaction showed as approved. The money was deducted from my account, but the front desk associate then told me payment had to be made with a physical card. I explained that the funds had already been deducted, but she showed little concern and stated that if the money didn’t return immediately, I would still be responsible for paying the balance. I was told the refund could take anywhere from a few hours to several days. This was extremely concerning and could have been handled with much more empathy and assistance. The rooms themselves were clean, and the housekeeping staff were friendly and helpful. Unfortunately, the communication, coordination, and customer service from the front desk significantly impacted our experience.

Great hotel and staff

We stayed at The Level for one week, and unfortunately, our experience was disappointing from the moment we arrived. When we entered our room, there was a dead bug on the living room floor, the TV was already turned on, and there was debris around the toilet. I immediately brought these issues to the attention of the front desk. I was told that the hotel had made a mistake and assigned us the wrong room. Rather than simply correcting the issue, I was asked to pay an additional fee to upgrade to another room. Unfortunately, the replacement room had its own issue—the ice maker did not work for the entire week of our stay. Overall, the condition of the initial room, the handling of the situation by the front desk, and the unresolved issue with the ice maker made our stay far less enjoyable than expected.