"We recently stayed at your hotel and overall had a very positive experience. The hotel was very clean, our room was spotless, comfortable, and had a beautiful view. The property is well maintained, and we would absolutely recommend this hotel to others.
Unfortunately, we experienced a very disturbing incident at the pool that cannot be ignored. We were in the hot tub with our 3-year-old son and another family with children when a woman suddenly became physically aggressive toward a man. She kicked him, threw his phone into the hot tub, screamed profanities, and continued yelling in front of several young children. One of the fathers asked her to calm down because children were present, but she continued using offensive language.
My wife immediately went to notify the front desk. Although someone may have been sent downstairs, no employee ever came to check on our family or the other family to ask if everyone was okay. The children were visibly frightened. Our 3-year-old became so scared that when the man later returned to the pool area, he started crying and hid behind me because he thought the frightening situation was happening again.
I understand that the hotel cannot always prevent guests from behaving badly. However, I do expect the hotel to respond appropriately when a violent disturbance happens in a family pool area. At the very least, checking on the families involved and making sure everyone felt safe would have shown genuine care for your guests."
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