First time here for me - we arrived at 10am and th...

First time here for me - we arrived at 10am and they convinced us to take an "upgrade" to a residence rather than separate rooms. We were hesitant but said okay AS LONG AS it would be ready ASAP (i.e. cleaned immediately upon checkout) because we were already there and brought our dog, I.e. we couldn't go enjoy a lot of the resort spaces until our dog was set up in the room. We made it clear that just getting rooms early was our top priority.

6 HOURS later, and numerous conversations and phone calls later after leaving the property for lunch and then just basically sitting on benches waiting to get rooms and enjoy the resort, we are finally in our villa. Despite their multiple assurances and statements they did not prioritize the room with housekeeping and we weren't able to get in. No apologies, no complimentary drinks or anything to try to make up for making false promises. Basically we took off work and flew in early for nothing. We will likely not be returning. TERRIBLE customer service.