Frequently asked questions

Need to know more? Here are the top questions asked by our guests. If you still didn’t find the answer that you need, feel free to contact us!

What is check in and check out time?

Check in begins at 4:00pm and check-out is 11:00 am.

What are your pool hours?

Our heated saltwater pools are open from 9:00am-10:00pm Sunday through Thursday, and 9:00am-11:00pm on Friday and Saturday.

What are Fire & Ice Restaurant’s hours?

Fire & Ice is open for lunch and dinner daily- 11:00am to 9:00pm Monday through Thursday, 11:00am-10:00pm Friday and Saturday, and 11:00am-8:00pm on Sunday.

What time is breakfast served?

Our complimentary hot breakfast buffet is served from 6:00am-10:00am daily in our tropical atrium area.

What is served for breakfast?

Our breakfast offers hot items including eggs, biscuits, gravy, sausage or bacon, breakfast potatoes, and waffles along with continental items including cereals, oatmeal, yogurts, fresh fruit, muffins, breakfast breads and spreads.  We do not have a cook-to-order or room service breakfast.

How do I connect to Wifi?

Our complimentary wireless internet is easily accessed by selecting Oasis Guest or Convention Center (depending on your location) and agreeing to the terms on the landing page to connect.

What is your authorization policy?

We authorize your debit or credit card for the amount of your stay plus $25 per night you are staying for any incidental charges you may have.  Any unused incidental amount is released back to your card by our system upon your check-out, however the timeliness of that release depends solely on the policy of your financial institution and can average 2-10 days.  If you do not want your available balance to be affected, we encourage utilizing a credit card while traveling.

How do I get around?

Our property is unique in design which can be fascinating to explore.  View our property map here!

What is your cancellation policy?

Guestrooms that are not part of a non-refundable and non-cancellable package may be cancelled 24 hours prior to arrival with no penalty.  If your reservation is a “No Show”- meaning you do not check in the day of your scheduled arrival, a No Show charge of one night’s room and tax will be applied to your payment method on file.  A valid phone number and credit card number must be on your reservation or we reserve the right to cancel the reservation the day of arrival.

What is your shuttle policy?

Our airport shuttle is available complimentary for hotel guests when shuttle reservations are made at least 24 hours in advance and based on availability.  Shuttle service hours are from 6:00 am-10:00pm.

What if I forgot something?

Our front desk has several amenities available in case something didn’t make it into your suitcase.  These items include toothbrushes, toothpaste, razors, mouthwash, and sewing kits.  We also have an Essentials shop located next to the front desk that stocks many snacks, beverages, and items such as umbrellas, pool toys, and over the counter basic medicines.

Do you have laundry facilities for guests?

Our guest laundry is located on Level C at entrance L. Machines accept quarters only.

How often does housekeeping service my room?

Housekeeping services guestrooms daily unless a Do Not Disturb is hung on your door.  If a DND is hung, but you want service later in the day, just give us a call at the Front Desk.  Bed linens are changed every 3 days unless otherwise requested.  Towels that are re-hung mean you want to re-use them.  Towels on the floor will be collected, laundered, and replaced.  Per hotel policies, staff must enter a guestroom with a DND after 3 days, and reserves the right to enter any guestroom at any time.

What is the cost of a rollaway bed or crib?

Rollaways and cribs are available on a first come first served request basis. Rollaway beds are $10 per night, and cribs are complimentary.

What rewards program do you have?

As an Ascend Hotel Collection Member with Choice Hotels, we are proud to offer Choice Privileges.  Earn points for free hotel stays, airline miles, gift cards, and more.  See any member of our Guest Services team for your free and quick enrollment.

Can I request a specific room?

Though we do our absolute best to accommodate any requests, room types and locations are not guaranteed.

Want to learn more?

We provide a unique and memorable hospitality experience while giving our guests more than they expect. We strive to be the preferred hospitality choice for travelers in the region. If you still want to know more about us, click the button below!

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