Booked for family stay cation for Christmas holiday. Mainly because of the slide and pool area. Check in was not good. Was given a room which was already occupied (very embarrassing) then was given another room which was an extremely long walk for someone which mobility issues. Due to covid, pool times had to be pre-booked which were 45 min time slots, so not very long. We booked at check-in but when we went down we could not access the pool area as all doors were locked. We Had to go all the way to front desk in our swimsuits which then we were asked to show ID and vaxx passes which we did not have on us, as we dont carry personal belongings down when we go swimming. This should have been specified and asked when booking pool time,for quicker easier access. We had to rebook for a later time due to the amount of time it took going back and forth. Kids were crying. Terrible customer service when I explained to them how much easier it would be if they did these things in advance and their response was in an angry tone 'it's just how it is'. When got to pool area hot tub was cold and i was informed it 'needed a part' big disappointment. I had also called 2 days prior to trip to ensure pool area was open and was not informed about the hot tub. That likely would have changed my mind. The Kids did love the slide. room was very nice, modern and comfortable that was the only good part.