Paid for Extended Check Out -- Ordered to Vacate Room?! It started okay yesterday (6/26/21), but today my wife went to the front desk to request a paid extended check out which was granted for 4pm. I get a call at 12:30pm with the front desk ordering us to vacate the room?! I explained that my wife had gone to the front desk to request a paid extended check out in person and it didn't matter over the phone....I was still ordered to vacate the room immediately. I Had to send my wife back over to the front desk in person to clear the issue. Needless to say, it left a bad taste in my mouth. Don't treat your paying customers like illegal squatters is all I have to say. _

Wonderful staff, clean rooms, fair policies for safety! We had an amazing experience for a long wedding weekend with family and friends--about 15 rooms booked at Aqua Soleil. This hotel is affordable, and clean and managed by thoughtful staff. Our rooms were spotless and large, with great air conditioning. The pool was amazing and it was easy to abide by the pool rules that were a little shortened due to ongoing covid restrictions. There was a very cool outdoor lounge area with a fire pit--so family & friends were able to hang out and talk outside. The restaurant was closed but there are so many grocery stores and food places nearby--and a nice fridge in the rooms! The place has a timeless feel to it, and many updates have been done for comfort. I would definitely stay again and am so grateful we all had a place to stay for the destination wedding--top notch office staff and friendly desk help!

Misleading Information and Rude Staff Prior to booking, I phoned the hotels front desk and specifically asked if the pools were open 24 hours. The man at the front desk said, of course, they’re open 24/7, so I booked the room, trusting the employees of the hotel. We arrived to the hotel to a rude and dismissive young lady at reception who handed us a list of unexpected and ridiculous rules for the hotel. You cannot smoke on any of the private outdoor balconies, you can only have water by the pool, you can’t play any sort of music, etc etc. There were so many rules that I skimmed the paper and signed the agreements for the room that was nonrefundable and paid for, since the only thing we really cared about was the 24 hour pool and we had received confirmation about that. We waited to go into the pools until about 9:30 since there were no kids there anymore, and soaked for about 30 minutes, which was lovely. Until another employee came out and told us the pool closes at 10. I told her that I spoke to someone that morning and he said they were 24 hours, which is why I booked the room. She said “well they’re closed”. So we went back to the room and waited until the morning to speak to a manager, as we were confident that the management would come to a reasonable agreement with us. In the morning we went downstairs and talked to the manager Paola. Keeping with the pattern of rude passive aggression, Paola refused to provide an adequate resolution to the issue. Offering us a 15% refund on the grounds that we had no complaints about the room. When I put it to her that the only reason we stayed here was for the pools, which are clearly worth much more to this hotel, and which we got false confirmation about, she passive aggressively told me to have a nice day. She did not care at all that we got false information about this hotel from one of their employees, she said she’d retrain them (she didn’t even ask who we spoke to so I’m not sure how that will work) did not apologize, and was honestly one of the most immature managers I’ve ever spoken to. I would never stay here again, it is not nearly worth the price. Between the non working wifi, the rude staff, the pools curfew, and the ridiculous rules with barely any amenities, a Super8 would provide you a much better experience at a much more fair price. The rooms look much better in pictures, and you can definitely find a better hotel for a similar price in this area. If you do choose to stay at this overpriced and overrated hotel, be cautious when booking a room at Aqua Soleil. Clearly you cannot trust even what the employees say. They also do not have smoking rooms, even though it says that on certain booking websites. I hope the owner realizes that their staff, especially their managers, are ill equipped for the job and extremely rude and dismissive.