When checking into the hotel with my two children, I was informed by the customer service team that I would need to pay an additional fee. However, when I arrived at the front desk to check in, the extra amount they requested was higher than what the customer service representative had quoted me earlier.
Fortunately, I had kept a record of my previous conversation with customer service, and was able to show this to the front desk staff to resolve the discrepancy. Otherwise, I would have had to pay more than I should have.
I would recommend that the hotel provide relevant training to their front desk staff to ensure they are able to properly review a customer's past communication history with the hotel. This would help avoid any confusion or additional charges at the time of check-in.
The hotel has great activities for kids to enjoy!