Onis Hotels with Pools

I bought a family pack for 2 adults and 2 children with access to the spa and dinner included. The check-in is only from 15 a.m. I haven't received any more specific information from the hotel. I check in around 17:00 and I am informed that children have access to the pool only from 13:00 and with the last entry at 16:30, so they couldn't go to the pool anymore. A serious failure in the hotel communication occurred because I bought a pack with access to the pool that was not possible to do. Fortunately, the receptionist who was at night was not the same and was quite understanding the situation, allowing us to enjoy the spa in the family the next day between 13 and 14:30.