Again, thank you so much for your openness. We would appreciate the opportunity to chat more about your visit and see if there's any opportunity for us to exceed your expectations at a future date. If you have a moment, please reach out to with your contact information. We continuously work to improve the guest experience for everyone, and it is honest reviews like yours that help us move toward the goal of an exceptional experience. Please know that your full review has been shared with our team and we are already working to address your concerns where we are able. Regarding the rest of your visit, we clearly fell short of your expectations, which is not something we take lightly. It's truly a highlight of any stay with us. Hearing you were able to take advantage of 24-hour access is wonderful, and we're so glad you enjoyed soaking with the stars. We assure you that our pools are drained and cleaned daily. We are pleased to hear that you found our staff friendly and helpful, and we appreciate your positive comments about the towel and robe exchange, bedding comfort, and the uniquely designed pools. Hi Kayla, Thank you for sharing your detailed feedback about your recent visit to our resort, and we appreciate your honest feedback. Paying $1200 (with over $200 in fees) for two days led me to expect a flawless experience, but we were sadly disappointed with the quality. Absolutely the best part of our stay was the 24 hour access, and we took full advantage of nighttime soaking, but will likely not return to stay at the resort again. Compared to other springs, this was 0 on the view scale. The view is not spectacular, you are literally looking at the backs of buildings across the river. The cold plunge area however is nice but with no easy in/out so you can easily slip and injure yourself, as we did. There is river access but it does not appear to be well maintained, as you literally walk through muck. The pools are uniquely designed and are quite the variety and seem well thought out. The beds and bedding were fantastic we usually sleep hot but didn’t wake once due to exceptional comfort. Water stations are placed throughout the pool areas and were kept full which was much appreciated, however the single use cups seemed to contribute to the trash lying around and seems very wasteful. The staff were friendly and very helpful. The regular towel and robe exchange was a fantastic service, however almost every single robe we received was damaged (missing tie straps, ripped, etc). The food was okay but $35 for a basic, unstuffed crepe, one cup of basic coffee and one piece of avocado toast is crazy. The drinks (nonalcoholic) were good, but very overpriced for being basically made up of juice. I didn’t see any mention of if the pools were regularly drained and cleaned, and the slippery moss buildup seemed to imply they are not other hot springs I’ve been to are regularly serviced to avoid this buildup. Many things were not working or were unavailable, an example being the pool jets in the adult section. There was garbage (empty cups) littered around the pools which was sad. A lot of the buildings seemed in need of repair and massive updating. For example, the bathroom door has severe rust and water damage and there were bugs in the room corners. There was a lot that was worn, damaged, in need of repair, both inside the room and on the outside of the building. The room was okay, but I was advised it was upgraded and remodeled, which it did not appear to be, at least within the last 15 years the style was old, basic and dingy, and I am not an extravagant hotel guest I’m used to places like Hampton Inns and Comfort Suites. I was nauseous most of the time from it, which I did not expect. Less prevalent in the pools but still present so prepare yourself. Something else worth mentioning especially to first time guests would be the sulfur smell it’s bad. Parking and walking was difficult due as a result and unless you were right in the falls you heard the construction noise. That was unpleasant and reduced our experience dramatically due to noise and inconvenience, and I would have chosen a different date to book. I was very upset that I was not advised of the very heavy construction that was on site when I purchased. While it was neat and unique, the cost we paid (the most we’ve ever paid for two days not-all inclusive) was not worth the experience. Wyndham Grand Cancun All Inclusive Resort & Villas.Hotels near Cloman Park Disc Golf Course.Hotels near The Quaking Aspen Cafe & Gallery.
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