"We stayed at Rockwater Secret Cove Resort and unfortunately had a very disappointing experience from check-in onward.
We reserved and paid for a queen suite with a jetted bathtub through Expedia, based on the photos and amenities listed online. However, when we arrived, the room we were initially provided was completely different from what we had booked. The room was not even numbered clearly, which added to the confusion, and at first we genuinely thought we had entered the wrong room.
When we brought this up to the staff, they were not very cooperative and initially insisted that the room provided was the correct one. The room type, layout, and amenities did not match the online listing at all. After repeatedly explaining the issue, one staff member mentioned they would check whether room 22 was available — which appeared to be the actual room matching our reservation photos.
We then waited around 10 minutes with no update and had to return to the front desk ourselves to follow up again. Eventually, they switched us to room 22, almost as though they were “doing us a favor,” despite that being the room type we had originally reserved and paid for.
Even after the room change, the experience was still disappointing. There was no water service provided, the Wi-Fi was unreliable, and overall the customer service felt dismissive and unhelpful throughout the process."
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