We have stayed her dozens and dozens of times. This time they said they upgraded us for free, but we were out in a building that we later found out was being serviced all week to improve the A/C - we talked to the A/C vendor. The first night our A/C wouldn’t work. When we communicated this we got push back and no proactive apology or offer to make it right. It was in the 90s that day and high 80s in the room so we didn’t sleep all night, not how we want to spend out vacation especially given the high prices OVI commands now. They couldn’t deliver in a basic comfortable hotel room.
After a few visits to the front desk, they finally comped just one night but I would have expected much more including taking two free nights to come back.
They are making a lot of improvements around the property like more outdoor seating at the bar, movie nights, etc, but they seem they seem to be dropping the ball on the basics. The service at both pools was not attentive and proactive - they should send their staff to Ritz training. Proactive, friendly, customer service is job 1.