The address on our contract had another family booked until the following week. We were told they moved us to a different unit but wouldn’t give us the address. They gave the person In our unit a late checkout at 1:00 knowing we we’re waiting to move in. We were a family of 10 people including a 9 month old baby with luggage waiting in a 100 degree plus heat wave. Exhausted after traveling from the US. Originally they told us we could wait by the pool as our room gets ready but we could bring luggage to the office but that didn’t make sense to bring 20 bags in 2 taxis then have to retrieve it. It was so hot and we waited to get In The pool. They kept saying they were trying to find us a key for the pool. We waited for 5 hours while they tried to find a pool key. Then a guest left his pool key in the entry and we used it to get In the pool at last. Returning to key immediately after opening the door to the pool. Then the management called us and said they watched us steal a key on the camera and were sending the police over to arrest us because we had stolen a key and we’re not authorized to be in the pool. I texted them all my communication that we had perMission to use the pool while we waited. It was only a key we were waiting for and fortunately we found one. I was panicked because they said they were sending authorities from police and they were coming right over. I tried calling them and texting to explain but they didn’t answer. They finally said we could “start over” Our Unit was not ready on time and we waited even more. They never gave us a code and only the address to our unit after the time to move in had passed. We decided to start new and forget everything. Then after we had settled in the apartment. I answered a knock on the door and a group of travelers from Tunisia pushed in with all their baggage. I explained this was our rental and they were so upset and showed me their contract with our address. I calmed them down and said the same thing happened to me. They wouldn’t leave the apartment. I just let them stay inside where it was cool and we had a good time together. They finally were given an apartment and left. The location was amazing, but I was shocked at the way we were treated and threatened. We paid over $1000 per night which was supposed to be a splurge and it was a very sour way to start our vacation. They were accommodating and nice before our arrival and then once we were there at their mercy, we were threatened, ignored and deceived.