Jones Island Tours and Activities

Communication from the property was minimal throughout the process. After making the reservation, we received an email informing that our room had been changed. After calling to confirm the new room would be comparable to the reservation viewed, I was assured it was the exact same room, just in a different location. What was not clearly communicated was that the room change would actually take place the following day. Upon arrival, we were initially given a room, so we unpacked, settled in, only to be told that we would need to move to another room the next day. This disrupted our plans and required us to spend time packing and relocating our belongings. Unfortunately, the second room was noticeably different from the start, in cleanliness, not updated, worn carpets & furniture, and older bathrooms. I am generally very flexible and understanding. However, my experience was made more frustrating by the manager's response. From the start of our conversations, she seemed defensive and did not appear to be listening to my concerns as a customer. Instead, she repeated herself incessantly rather than addressing the actual issues we were experiencing. Overall, the lack of clear communication, the unexpected move & conditions, and the way my concerns were handled significantly impacted our stay. I would have been much more understanding if the situation had been communicated clearly from the beginning and if my concerns had been met with more customer-focused response.