"I wanna begin this review by saying that GWL Concord would probably be a really nice property for families with children, as long as the adults are OK with slumming it a little bit, every child we saw there was having an incredible time.
1. Information- we called a few times leading up to our stay to confirm, property details and policy. When we arrived, we were informed that all of that was incorrect and the phone team is often wrong, but we made all of our travel plans around that team feedback.
2. Customer Service- we had two check-in experiences. The first one was quite awful, the young lady could not offer any solutions and her only answer to all of our questions was to download the app. We waited it out a couple of hours, and then our second associate was much more helpful and told us they’re actually was a room available and it had been for quite some time, proving that the first girl was in fact lying to us.
3. Amenities - the only things provided are a small bar of hand soap, and then a combo shampoo/conditioner, and a body gel in the shower. No shower caps, no Q-tips.
4. The app- once you arrive on site, every employee tells you it is mandatory to download the app. There are literally no paper copies available, and nine times out of 10 when you ask a team member for assistance they direct you back to the app.
I understand it’s for children, we didn’t pick it as our first choice, but the staff made it very clear that we were not the ideal guest or welcome"
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