I am so sorry to hear you were so disappointed in the resort! We really have tried our best through the years to keep the building up to date, from décor to facilities. Even when we do have to replace door locks, as periodically happens, our staff is trained to look for the signs that indicate it may be failing (blinking lights, difficulty with keys) and I am sorry we couldn’t have prevented your difficult check in.

We also try to be proactive and let our guests know about the facilities fee at the time of reservation. If we aren’t clear enough during the reservations call, the confirmation email or letter we send out details all the amenities the fee allows us to provide for our guests (pool and Jacuzzi, as you mentioned, along with wireless internet and valet services). We also try to point it out at check in, when each guest initials by their daily rate, to be clear that it is separate from the room rate but included in each guests’ stay.

We are constantly working to update the facilities, from furniture and linens remodeled two years ago to this year’s focus on the comfort and décor in the suites. We have long term plans for redoing the wallpaper in the hallways and perhaps the bathrooms could be a project for the future. I appreciate all the feedback we receive, and it helps us plan out the development of the hotel!

Thank you for your kind review! As lucky as we are to be in such a beautiful spot over the beach, I know the parking lots near us do fill up quickly. Actually, the spots in front of the hotel have been designated by the city as public beach access. So to make parking easier for our hotel guests, we provide valet parking – each person reserved at The Cliffs pays a little extra in form of our facilities fee, and this guarantees in and out valet service throughout the stay. This also covers the pool you mentioned, in addition to fitness center access and wireless internet. We certainly look forward to having you back again so you can take advantage of every one of the amenities we provide for our guests!

How great to hear you had a good time during your holiday event! I’m sorry we didn’t get up to the room to take a look at the fireplace – there’s a bit of a trick to the thermostat that controls it, but it’s usually an easy fix. I’ve applied labels on the controls, so hopefully the next time you stay you can enjoy the warmth uninterrupted. As a caution, the gas shuts off when it gets too hot, so we’ve seen the most success when the temperature is set under 85 degrees – they can stay on and stay safe. I’m glad to hear you enjoyed the rooms otherwise, though, and we hope to see you again next December, if not earlier!

Sorry to hear your family missed our room service during your trip this month! When it’s quieter in the winter and most of our guests are here for business and out of the rooms early, we cancel the daytime service to focus on the restaurant and lounge. If you’re coming back our way again, ask our reservations specialists what the food service options will be when you’re planning to visit. We always try to expand our services when we know families will be traveling together – for instance, we’re planning to open up again during the first two weeks of April when many schools are on Spring Break. Then this summer we’ll be back in full season, with in room dining options and pool service in addition to the restaurant and lounge. Hope to see you, your family, and the dog back here soon!