Grand Marquis Waterpark Hotel & Suites

The location was great, but the room cleanliness fell short. I always check for bed bugs, and the mattress pad looked slept on, with hair and food crumbs on it. The blanket had the smell of someone else's cologne along its upper edge. The front desk wasn't helpful: for our king bed they gave us a full-size mattress pad and said, "this is the only one you will get." In hindsight, I should have left, but we stayed because I didn't want to make a fuss.

Several things were broken, including the elevators, the room TV, and the sliding door. At check-in, the employee was on his cellphone and left guests waiting. The main problem, though, was the way staff handled complaints. We were told to hang a tag on the door for room service, but there wasn't one in our room. We got a tag from a cleaner, hung it up, and still nobody cleaned the room. When I asked at the front desk, the woman raised her eyebrows and said room cleaning depends on whether staff have time. She printed another guest's reservation to show me the hang-tag policy, which clearly violated that guest's privacy, and said there was no one else I could speak to. As I walked away, she complained about me to other guests. Reviews about dirty rooms and the rude front desk woman are true. I saw people had reported her behavior six years ago, with no improvement. Being treated this way made us feel bad. No room service, poorly trained staff, and a poorly maintained property are driving this place downhill.

There was enough water activity to keep the kids busy, and the location is good. The rooms felt stuffy as soon as we walked in, with the heat cranked up, and had a musty smell. They need updating. Beds were hard, pillows flat, and the bathroom towels were thin and child-sized.

The indoor pools were just right for our four-year-old, and the staff were friendly and helpful, even when our key cards stopped working. Rooms were mostly clean, though dated; the beds were uncomfortable and the bedding needs updating. Nothing was really bad, but it isn't a five-star hotel. It was convenient and fine for the price.