Checked in on May 25th to Villa 2611/2612 (2 bedro...

Checked in on May 25th to Villa 2611/2612 (2 bedroom villa - 2612 is the studio lockoff). Ground floor unit with no ramp or elevator access to/from parking lot. Was told at check in that the room was on the same level as the parking lot. Not the greatest room management choice by inventory control when assigning a room for a week to a party with an infant and toddler who have strollers that need to go up and down flights of stairs with.

Almost immediately upon entering the lockoff room, we noticed a strong odor in the room. At first it was thought to be remnants of stale cigarette smoke and mold. We asked front desk if they have an ionizer to remove the very stale air in the room. After a few hours running the ionizer and having the doors fully opened the stench didn't dissipate. Called again and had the housekeeping manager, Luis come to investigate the air vent in the lockoff. He offered to use chemicals to deep clean the upholstry and shampoo the carpet. After explaining to him that 3 members of our party have eczema and extremely sensitive skin and that chemicals to mask the stench wasn't an acceptable solution, we decided to leave it for the night and asked for the manager to call us first thing in the morning.

The next day its obvious the smell isn't stale cigarette smoke but it is the ventilation system itself. It smells musty or as if an animal died inside. Around 9:30am, the on-duty manager, Alan came back to the room with Luis and the head Engineer to investigate. According to Alan, the lockoff didn't have any smell issues, but the main area had stale air. The engineer acknowledged it was indeed the lockoff ventilation system that was the issue and they went to work to replace the air filter, check the exterior A/C unit, and fix the thermostat which the engineer found wasn't working. Before they started their work, the air vent in the lockoff room had cobwebs, a thick layer of dust and sticky grey substance on the grill. Several hours later and the air quality was marginally better but still strong enough that there's no way anyone can sleep in that room. Since its Memorial Day weekend, we are told the resort is full and we are told there are no other 2 bedroom villas we can be relocated to. We are offered to have housekeeping come and make the pullout couch in the living room into a bed for 2 people to sleep on. A nice touch for Alan to offer housekeeping to be given a set time to come for each subsequent day of our 7 night stay to make the pullout couch for us for the remainder of our stay!

Day 3 - Get a phone call in the morning from a new manager on duty, Jenna - Explain to her how horrible the last 2 nights have been, not being able to sleep in the lockoff, made to sleep on an extremely uncomfortable can feel every spring double mattress (not queen size) pullout couch (that dips in the middle and has metal bars running across your back). Explain that waking up in the morning on the 2nd day with a sore throat from the horrid air quality. Since it's now Memorial Day, many guests have checked out so they are able to offer a new 2 bedroom villa for us to move into later in the day once it's been made up by housekeeping. In the meantime, Jenna offers tea to make up for the sore throat. We politely decline. 3:30pm, our new room is ready. Move into the new room and that's it, that's all. Called again to ask for the GM to have a follow up (third time asking), told he will be back on Tuesday.

Day 4: Tuesday AM, still waiting any sort of follow up.

Otherwise, the beds are very comfortable, the toiletries are good L'occitane brand, but the rooms are now dates and in need of a modern refresh.