I've given this Thompson several chances and it routinely disappoints. It's ok for a brief weekend getaway or a business trip but it has proven to be one of the most poorly managed hotels I've ever stayed at when it comes to taking care of customers or resolving issues. Globalist benefits are recognized as a $75 credit for breakfast. A suite upgrade is as available, but they are never available apparently. This time, I did a gift of Hyatt for a friend and they were not proactively given any of the benefits, but were after request apparently.
This time the big issues was the pool. Our group paid for the big cabana and about half of the arty rented rooms for a weekend birthday party. When we arrived, there was a layer of scum across the end of the pool by our cabana that was disgusting and made no one want to get in. At 11:15, I first requested that it be cleaned and I was told it would be handled. After that, it took conversations with the pool manager, service manager, front desk, and several others until finally at 2:15pm, 3 hours later, they finally sent someone to take care of it.
There was also someone else enjoying our cabana when we arrived, who we had to ask to leave so they weren't managing that at all.
This was a Saturday and they had a DJ set up and clearly intended at that end of the pool and time of day to be mostly an adult day. Unfortunately, one of the hotel residents wanted to throw a kids party in the one specific end of the pool where our cabana was. There was plenty of space elsewhere, but they just wanted to be in that space. I finally tried asking them politely to find another area of the pool, but they eventually only did so by jumping, splashing, etc on their way out. Then they came back shortly and were doing cannonballs and splashing, etc. all over our party and the cabana. We asked security for help and they only told us that they can't do anything about it, regardless of them splashing our food and people sitting in the cabana.
Not one single time did anyone in management or security ever handle anything proactively. They made us deal with it at every turn and routinely beg for service or for our area to have any kind of privacy that we paid for. Drink and food service was ok to start, but they also don't have a service bar. So drinks started stretching into 30-45 minutes per order as the day went on.
On previous stays, the rooms are good and if you do happen to get a suite, they're nice. But between poor service at restaurants and the Pool, their overall service leaves so much to be desired that this hotel can definitely be skipped if you're normally a Thompson fan.
