Patricia Conroy

Review of KeyLime Cove Water Resort

The waterpark and hotel itself are great. I stayed...

The waterpark and hotel itself are great. I stayed there once with a Groupon and had a great time. We then stayed there again for Thanksgiving in 2014 with a group of 12 and though we had fun, customer service was a nightmare to deal with. First, upon making the reservation for the block of rooms they failed to reserve one of the rooms and almost didn't give me the advanced rate because when I called back to reconfirm it was not in the advanced rate period anymore. Second, upon checkout they incorrectly applied what we had paid for our room leaving us owing more at checkout then what we owed. They said they would look into it and I left as I was trying to be polite as it was check in time for new guests and saw they were swamped so did not want to tie them up and I was told they would indeed look into the issue (tip: don't leave as you will not hear back from them). Heard nothing back, which means my only recourse was to go through my credit card company. Basically they submit your claim back to the hotel, but then the hotel can say whatever they want which of course, and big shock based on how they do business, they are going to keep any money you paid whether it is right or not. I have receipts showing what I paid and they just keep sending different corrected bills which still don't correctly reflect what I actually paid. So if they get your reservation and bill right you should be fine and have a good time, but if they don't good luck to you. As I was checking out not one, but many guests were having similar problems. I would not risk going here again and I would not support a company that shows such little regard for its repeat customers.