Made a reservation based on being told that the po...

Made a reservation based on being told that the pool and spa was open. As we checked in my wife went to go get information from the pool staff. Pool staff notified her that reservations need to be made for the spa. My wife asked if she can make a reservation at that time. She was told no, and to just check in at the desk when we are ready to go to the pool.

A few hours after check in we went to the pool desk and were told that all spa reservations were booked and that we should have reserved earlier. My wife mentioned the previous conversation, staff just said sorry I should have mentioned that to you . Basically tough luck . At the time my wife first spoke to the staff regarding the spa there were openings.

To make matters worse I ve been staring at an empty spa from my balcony for the past 30 minutes. Had I known we weren t going to be allowed to use the spa I would have booked elsewhere. I understand the need for precautions during COVID. That s not the nature of my complaint. We were misinformed by the staff despite making it a point to go speak with them and inquire about the rules. What more were we supposed to do? I suggest the front desk notify guests about the spa reservation policy because the pool desk isn t doing a great job at it.