Crystal Lake

Room descriptions are mixed up on site, as I had an issue at check-in on the type of room I was to get. The check-in process was easy. Diana was polite and professional. My 1st room was on the 5th floor and it smelled old and stale, like funky carpet. It was probably the curtains and chairs. The view was not what I paid for in the app, so I was disappointed and spent an hour contacting you all to rectify the situation. By the time I did, Diana was gone and the receptionist was Chutney or something similar. He provided the keys to 511 and I made my way there. The room was right off the elevators. I specifically requested they it not be. The door to the room looked as if someone pryed it open. The deadbolt didn't go flush into the hole and I didn't feel safe. I expressed my disappointment to "Chutney" and he was very dismissive and condescending. To advise me that the hotel has cameras when my room door looks like it can easily be opened is quite offensive. He needs sensitivity training and needs to learn to control the smirks. Very unprofessional! The manager, "Sibumile", (the names elude me now), took over an hour to meet with me. Totally unacceptable! Then he didn't have another room waiting, when he should have spoken with his staff to see what my issue was. They all need more training. He finally put me in another room, and I continued my stay. The bar staff is top notch and the hotel staff should learn from that manager on how to actually manage.

One of the best hotels we have ever stayed in. Service impeccable. Views amazing. Rooms beautiful. A long but wonderful trip and stay.