Facility Issues, poor service and food poisoning.
We were disappointed that half of the water park was closed. Then the hotel experienced maintenance problems, including a complete loss of water and power. When we sought help for plumbing issues due to half our family's food poisoning, the only alternative offered was to stay in the lobby. We had reported our food concerns to management, but there was no record when I followed up later. We requested a refund, for the night we had to stay off site to have plumbing (mopping vomit by phone flashlight, not great), and the staff told us to contact Expedia for assistance, claiming they could not help us directly. When Expedia followed up on our behalf, our request was denied by the resort, indicating a lack of willingness to resolve issues. While waiting to address our concerns, I overheard multiple interactions that highlighted the resort's troubling approach to customer service. The resort offered a complimentary doctor for my son, who was suffering from food poisoning (from the resort). The doctor was wonderful, but the situation soured when we were informed that there would be a $250 charge for the complimentary service. While the offer of medical assistance was appreciated, the attempt to charge us for it seemed exploitative.
If things go well you will love the resort, if anything goes wrong they will do nothing to help. If I erase the 48 hours described above it was a lovely trip.