Worst Hotel Experience EVER! We decided to book a trip for my sons 2nd birthday to legoland and combine it with a stay to the Castle and Knights hotel. Our check in time was 4pm. Understood. A very late check in when you have 2 kids. We got there at 3pm, checked in the front desk and were told our room wasn’t ready. We decided to play and check out the hotel. We waited till 4pm and no text to notify of our room being ready. We came back to the desk at 4pm and were told by Dejan that it would be a longer wait and that we would be “compensated” whatever that meant. We waited till 4:30 and nothing. Finally closer to 5pm we got a text. We returned to the lobby only to find out that the line to check in was out the front entrance. We stood in line for 45 mins. With two kids who are completely exhausted by now. We missed our dinner reservations. We come to the desk and check in. I asked who the manager was “Sarah” and she was standing next to the lady checking us in to the room. I told her this wait was ridiculous, and that she only had 2 people checking in 25 guests. She never looked up at me. Never acknowledged me. Completely silent and didn’t even make eye contact. What a total disrespect to guests. After we check in, we never got our sons birthday bag, had to go back down to get it. Oh it gets better, the next day we are checking out and I call the desk and explain we checked in after 5pm and we wanted a late checkout. I was told that there was no other late checkouts and that there were too many early check ins for today. Haha! I mean. Can a hotel staff get any worse. My wife and I travel a lot. Our kids do as well. Never have we ever stayed in a hotel with this much lack or care for guests. A kids hotel at best. I would never recommend this hotel to anyone. Stay somewhere else. Down the street. Anywhere but Legoland Castle and Knights Hotel.
We left so frustrated. It ruined our sons special day. I understand COVID and the protocols. We’ve stayed in several hotels since the pandemic, but none that ever treated their guests this way. This hotel was under staffed. Completely unmotivated staff. Even our valet guy was telling us how short they were. I had to retrieve my own car from valet.