We have a room for 2 nights. We booked one as a fr...

We have a room for 2 nights. We booked one as a free night and paid for the second. It's past check in time, we have been here waiting over a hour now and they just told us we have to wait another hour. Our room will not be ready until 5 now. We have the kids ready to go swimming and they will not even let them do that while we wait. We do this a few times a year and every time the service seems to be getting worse.