The room was nice everything was very clean check in staff was very nice and welcoming

Unfortunately when checking out of the room my 7yr old daughter left her iPad sitting on the kitchen counter. As we left we noticed housekeeping was outside making their rounds we didn’t notice the iPad was missing until already on the high way. I contacted them right away and all they did was send a link to report the lost item. It states investigation can take up to 30 days but it’s been almost a week I’m pretty sure we won’t be getting that back which is very disappointing. We were pretty certain house keeping went in right after we left and thought they would return the item so we could claim it but seems like that’s not the case which make me not want to return sadly.

upgrade to 3 bedroom was really nice! location was very nice and close to all parks grocery stores and gas stations. pool was really nice.

front desk staff were rude and short especially with my daughter. the staff responding to texts were horrible as well. they need more coaching and training. first room we were given had a broken glass window and never cleaned up. the floors in the first room were disgusting because all of us had black feet after a few minutes in the room. second room wasn’t too bad but it was very dated and needed some major TLC.

The hotel was beyond spacious and comfortable. My kids were able to have their own room and their own beds. I loved the full kitchen including a dishwasher. Having a washer and dryer in the unit made life so easy. The master bath was just incredible. We will definitely stay here again.

We heard that they try to pressure sell you into a time share. Luckily we arrived late at night and must have missed that. There were however people at the pool in suits and we are assuming that is what that was. We avoided a conversation with them though.

The rooms were plenty spacious and close to the fun pool. The service at the pool was great and the temperature of the water was very comfortable. All the staff was very accommodating.

Ther le was a space in the concrete walkway that was very uneven and unlevel. On the way to the pool, my step father fell and scraped up his knees and although the workers came immediately to make sure he was ok and they put cones up, I worry about other older folks. Also, I text one night to see if we would need reservations for Kenzies since we had 9 people and I was told no. When we got there though, they told us at the restaurant that they were closed for the evening due to a luao. It was very inconvenient since we had 2 young children with us.

Front desk agent did not recognize my birthday at check in which just started us off on the wrong foot. Last year I rated the property a 10 out of 10. This year not so much. Nobody answered the phone when we tried to call the front desk. Rooms are awesome! The PBX manager (I wish I could remember her name) at the end of the trip recognized my birthday with a nice gift basket and it made my wife happy but for me it was a bit too late. May or may not be back. That's a loss considering we were customers for life after last year's trip.

See Above.

I loved the location of our room. We were located close the activities center and restaurant.

I didn't like that you share a main door with someone else as the rooms are next to each other.

I loved our room and amenities, down to the screened in patio. Loved having full kitchen with washer and dryer too. Staff was amazing and I love the text feature to communicate with them during my stay when we had to set up transportation to the pools and they had different activities though out the day.

You definitely need a car to get around. It is further from the airport than I thought it would be so there is no airport shuttle available. I wish they had something more to do on site like a club or bar.

It was so quiet and conveniently located

The basic Wi-Fi was very slow and limited to four devices per reservation

The room was spacious. It had the amenities that we needed. The property was large and well kept. The gym is very good - one of the best we had seen! We liked the washer and dryer in the room as well as the utensils for preparing food.

The staff was less than enthused - even stand-offish or impatient at times. They can use some customer-service training on how to "wow" your customers. The walls and doors are not great with sound at all - I could hear the neighbors coming and going as if they were in my lap and I could hear the dog walking around in the rom above us as if it was in my room. Don't like to be pressured to sit through a presentation - I know that's how you make money, but don't like it..

Delaney started off with a home run in going above and beyond by helping my wife and I celebrate our wedding anniversary and our child’s recent elementary school graduation with incredibly thoughtful gifts for us all! Josh, then steps in and also hits a home run by providing us with the best possible check in experience anybody could ever ask for. Just to add to the fun, Stanley hits another home run by showing us how to use our coffee maker. Coffee is essential in our family. Jimmy in activities wraps up the action by hitting a game running grand slam with Kirk, Christopher, Stephon, and Ms. Julie all scoring runs. Yadriel at the Dunes lagoon Pool also hit a home run by doing a phenomenal job of safeguarding the children using the water slide. Yadriel is serious about ensuring safety and I was so thankful for that. One of the team manager’s Ms. Jessica steps in on the last night of our stay to make a personal guest satisfaction call to me to make certain things are going well. We assured her that her and her awesome team have created new and extremely happy Hilton Grand Vacations guests for life. Daycha, Patricia, Josie, Yezabeth, Lillian, and Lori all did a phenomenal job providing excellent guest service through text messaging which is such a cool and effective way to communicate for ensuring guest satisfaction. Whenever we needed anything it was delivered right away. Our room was absolutely amazing, the amenities were amazing, and the Hilton Grand Vacations guest services team is made up of all ALL-STARS!!! Thank you for making my family and I happy. We get one vacation a year and my wife is a teacher and I work in corrections so we really needed a relaxing vacation and you most certainly provided us with that. There were several others that we encountered during our stay that greeted us with warm and friendly smiles and we thank you all! If you smile at your guests then you know who you are! We are truly grateful. Thank You & God Bless You All!