I booked a stay as a World of Hyatt explorist in a mountain view room, we were actually downgraded to a resort view room facing the back of another building, rather than being offered an upgrade of any sort. We called the front desk and there were no mountain views available, so they gave us $150 credit. Very disappointing start to our stay.
The room had a bathroom that was smaller than any that you would find in an airport hotel. The lanai had a broken table, the grass in front of it was mainly mud so not a pleasant area to sit. Furthermore, the door on our lanai was broken (see photos attached). I spoke to the manager but unfortunately they had no other rooms to move us to, so we were given a further credit and advised that maintenance would come to fix the issues. They fixed the door but not the broken lanai table. It was not a safe place for my small child to go. We were really terribly disappointed with our room. Despite the credit, we did not feel it went far enough to compensate us for the bad experience, it barely covered the additional resort fees/ self parking and taxes
On the plus side, the club lounge is great, staff are really friendly, although we were charged for drinks we did not have there! The mai tai cocktails are $6 which is cheaper than happy hour at the other bars. The Umala bar is great for lunch, and we liked the toddler finger food options.
The pool is amazing, we preferred the residence club pool as it was quieter and better for little kids. It is heated like a warm bath, so perfect for an early evening dip.
On checkout, I requested my explorist 2pm extended checkout benefit but this was denied. Very disappointing end to the stay.