Pelican Bay

This was the worst customer service I've ever had at a resort. For four days we kept trying to get the nonworking hot tub in our room fixed or move to another room, and the front desk and maintenance staff repeatedly gave us misleading information. When we checked in, the tub was empty and dirty. I called the desk and was told renters weren't allowed to use the hot tubs, which we knew wasn't true because we'd stayed here for years. We explained that the in-room private tubs were a main reason we vacation here and asked to move if ours couldn't be made to work. A maintenance worker came over and said it had broken the previous week and they thought they'd fixed it. He said a hot-tub-certified worker would come in the morning. That worker arrived, found a plug had blown out, and said he'd return. He came back, put in a plug, and told us it was fixed and would be hot in six hours. It was still ice cold. Another worker came that night, surprised it wasn't working because he'd been told the other guy had worked on it all day, though he'd only been there for 15 minutes. He found no power going to the heater. We again asked the desk either to repair it or move us. They said the head of maintenance would come first thing in the morning. At 10, maintenance came and said he'd replace the whole heating unit. He expected it to be ready by 6 and promised to check it in the afternoon after all the trouble we'd had. Nobody came. Around 6, it started making awful noises, and when I checked, the tub was empty again. I tried calling the front desk for ten minutes with no answer, then drove to the check-in center. One man was eating a Subway while another was on his phone. I explained what was happening and was told someone would come sometime the next day. I pointed out this would be day four, and even if repaired, the tub wouldn't be usable until evening. He said moving rooms wouldn't help because we'd still have to fill and heat a tub, since they only fill them for occupied rooms. I asked why ours had been empty on arrival, and he said there must have been a miscommunication. I asked him to call his manager for an answer. He said she might be asleep, even though it was just before 7 pm. I said I'd wait at the desk until he reached someone. Ten minutes later he told me the manager would be in at 7 and I could talk to her. I waited until 7 am and spoke to her. She said she'd send someone to check it and that the previous night was the first she'd heard about it. By then it was the fourth day we'd been asking for a repair or room change. Workers are here now and say the new heater wasn't installed correctly. They're hoping to reinstall it properly and get it working by tonight. We're two-thirds of the way through our Christmas vacation with family, and it feels like all we've dealt with is dishonest and incompetent service. We haven't even mentioned the drafts: we have to run the heater full blast and keep the fireplace on to warm downstairs, leaving upstairs like a sauna. Nobody has offered compensation for four straight days of workers in our unit and waiting around for others to show up. It's extremely sad that my family wants to go somewhere else next year after we've made so many good memories here. Whoever is running this place now needs to do better. It's sad to see how run down it has become and how poor the service is.