The pool is large and nice. The facility is beautiful. The lobby was decked out for Christmas and very cozy and quiet. The problem came when our kiddos took their shower after swimming and the bathtub would not drain. We had to get them out mid-shower and unrinsed because the tub was filling up. We called staff who did respond immediately and was unable to unclog the tub. Then insued a frantic effort to find us another room. We were told the hotel was booked but they had rooms set aside for emergencies. So we thought we would be moved and got our kids into the new room and finishing their shower, while we, the parents, started packing up our stuff. However then we were informed we couldn’t sleep in the new room but only use it for the shower. We could use it whenever we wanted but we couldn’t sleep in the room, which was baffling. We had to threaten the staff to refund us our money before they allowed us to sleep in the emergency room. After that the room was fine and the night was fine. In the morning, the key cards would not work and my daughter was yelled at by staff for going into the breakfast without shoes (which she couldn’t find because I had picked them up and put them in a bag during the transition the night before). My daughter cried. The customer service definitely needs major improvement. We won’t be choosing this hotel to stay at ever again.