We reserved the room, so we could go to a concert and so that my family could swim in the indoor pool prior to the concert. Well, thanks to the staff, that did not happen. We waited, and waited, and waited at the front desk while the two workers worked with another couple at the desk. After around 20 minutes, my daughter comes inside needing to go to the restroom. I politely told her that no one there seemed to be paying us any attention. Well, 20 minutes or so more passed by, and they were still working with the polite couple who were also obviously having issues with the staff. I interrupted to tell them my daughter was having a restroom emergency, and they told the location of an available restroom. More time passes and after the issue with the other couple was decided to “wait later,” they finally saw us. Even though I had paid online, they charged me for both rooms again. One of our rooms had the bedding stripped and thrown in the floor. We had no time to swim before the concert. We were told the room would be fixed while we were away. When we returned around 5 hours later, the room was the exact way it was when we left! They gave us another room that my kids found a roach crawling on the door when we entered. We didn’t say a thing and went to bed. The next morning I got to speak with an assistant on an automated kiosk. I made the complaint about being double charged, and she confirmed that the charges should not take place and said the double charge would be refunded.