4/10 Poor
Neri
Travelled with family
Jul 7, 2025
Disliked: Cleanliness, staff & service, amenities
Booking w/ expedia was the best, fast, easy, however, service at the resort was trash. This was my family and I first time going and i was devastated by the disrespect and the energy we received entering into the establishment. First, the people at the front desk made an error on our booking, and assigned us to the cabins when we originally paid to be in the lofts. A Caucasian male reported my family and had the Caucasian staff remove my African American family from the cabin without explanation, just kicked us out. Then the staff would not give us the same courtesy as the Caucasian guest in explainin why we was removed in the first place, i was completely ignored. My feelings was hurt and so was my family's. The staff didn't even look our way and ONLY apologized to the Caucasian male guest for the inconvenience, while we were left to find for ourselves. Next, I guess the Caucasian staff didn't believe I played for 6 admission Waterpark tickets and 6 premium meal tickets. It's a good thing i printed out my tickets and screenshot my confirmation emailed before traveling from Houston to new braunfels for 3 +hours. I had to pull up the email and my printed forms to prove that my bookin on ny end was correct and theirs was inaccurate. Then, when we finally made it to the lofts, the master bed room lights was off, nothing in back room worked, and the remote specifically to the back room was missing. The 1st night spent in dark.We felt so out of place there as a family of color.
Neri
Stayed 2 nights in Jun 2025