I arrived at 1pm and was fully aware I would wait for check-in till 3pm. Nonetheless, after enjoying the pool area with three children I returned for my room at 4pm and there was no rooms available. I was told nothing would be available because they’re fully booked and would have to wait till 6:30pm. The only other option given to me was a downgrade to another room on a different floor from my family. This was extremely disappointing being that I was told they would be ready by 3pm and not to arrive after 5pm because their check-in process wraps up between 5:30-6. I had then asked to speak to a manager because we had a wedding reception to attend at 7:30 and would not be able to wait till 6pm. When the manager came she offered no help, stated I should call Expedia if I needed other accommodations walked away and began to speak in Spanish joking about the situation. Unfourtunately, for her I am bilingual and understood every word. I proceeded to call Expedia and was taken care of as per usual. Aside from the lack of compassion and professionalism the hotel itself is a decent stay for families.