⸻ I am writing to formally express my dissatisfaction with my recent stay. I left feeling extremely upset, disappointed, and frankly disgusted by the overall experience. On the second night of our stay, we were informed that our reserved room (Room 429) had been given to another guest. Our reservation was confirmed from 03/27/26 through 03/29/26 under the last name Madera, K., so this situation was both confusing and unacceptable. It created a serious concern for our safety, as well as for the security of our personal belongings. While the front desk eventually assisted us by relocating our room, the initial response we received was unhelpful and lacked urgency. Both staff members appeared unsure of how to handle the situation, repeatedly stating “I don’t know,” which reflected a lack of preparedness and resourcefulness. This significantly impacted our confidence in the level of customer service being provided. Additionally, the absence of accessible management during such a serious issue was very concerning. There was no one available to escalate the matter to, which further added to our frustration. Beyond this incident, the overall condition of the property was unacceptable. The outdoor pool area was unsanitary and clearly not being maintained, which is misleading given that it is advertised as an amenity. In Room 422, the shower head was loose and falling off. After being moved to Room 429, we encountered a strong, unpleasant odor coming from the air conditioning unit, suggesting poor maintenance. This experience was deeply disappointing and has left a lasting negative impression. It was a clear reminder that the quality of a stay should never be compromised at the expense of basic standards, safety, and service.
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