I’m so disheartened by the disrespect management showed me last night. After checking into our room we noticed a handful of things wrong. The bed looked like it’d be laid on, none of the soaps had been refilled in the shower. I found residue all over shower floor/soap holder/sink counters. The mini fridge had sticky stuff on the bottom of it. There was hair on the notepad wrapped around a pen. Dirt or makeup on the pillow cases. There was some sort of used- medicine thing on the ground and brown stains all around it & on the baseboards. The window frames had white substances. Dirt inside drawers.

I dropped our bags and went down to the front desk. The woman who reviewed the photos I took was apologetic. She went to speak to management.

After she came back she said there wasn’t any rooms available & the best they could do was to send a new cleaner. I reiterated I loved our room & our view- I just wanted it safe & sanitary; I know people make mistakes & I’m wasn’t looking to get anyone in trouble. But when you pay over 1k to stay in a room- you should not have to even deal with this.

They promised to send a new cleaner within 15mins. They offered us a $100 voucher. We just wanted the room cleaned right. We mentioned we were going to dinner and they could have the space & time to take care of everything.

The photos below have time stamps on them. From when we just checked in (BEFORE) and when we came back (AFTER) it was supposed to have been fixed.

They had over an hour almost hour and a half to fix it. So, coming back to our room that should’ve been cleaned over an hour ago- and finding our old dirty sheets on the ground in a bag outside our door. (Photos to follow) felt like a slight. Not one thing short of the sheet change was fixed.

I went back down to the desk. Met with another exceptionally kind woman who was shocked and confused. I also expressed the dirty linens throw by my door seemed intentional considering they’d been there for at least an hour. She left to speak to the manager & when she came back said,

She could move me to a room on my floor but it was dirty- so it wasn’t a good option or she’d move me to a clean room on level 22 with a city street view. (I was told an hour prior there was not a single clean room available) - also offering me a downgraded view feels almost rude - when I’m on 48 with a full ocean view.

I said it was fine. We love the room. We simply just wanted to enjoy our night. I mentioned as I was leaving I was glad a new cleaner would fix things- but that I was disappointed I’d had been there twice & the manager hadn’t bothered to talk to me face to face.

I rejected her request to get the manager and said to just please send a cleaner- that we had dropped our things off after dinner and wanted get a drink and a walk around the property. It was that moment the manager did finally come out.

While her tone was calm, cold yet professional her body language was shut off. She informed me if I wanted my room cleaned - I needed to wait - and NOT go for drinks - that I had to go meet the new cleaner in my room and show her what I needed cleaned. I explained I’d shown pictures twice and it was evident what was wrong. She said they couldn’t fix it unless I waited and showed the cleaner myself. I didn’t realize it was my job to wait around when I’m here for my wedding anniversary btw- to explain to your cleaners how to do their job & clean a room costing me over 1k.

I’d shown photos. Twice. It was absolutely out of line. My complaints were: brown stains, illicit activities on windows, broken tubes, sticky smudges in fridges, hair- it wasn’t like I was mad the iron was in the wrong spot. Or the light bulb wasn’t dusted.

Months of hard work to stay here; this was not the experience I expected from a 5 star resort. Especially - when I was kind and understanding and gave EVERY chance for them to fix it. We are -now- happy in our room. We just wanted to be treated with respect and sleep in a clean room.

I didn’t realize how much that was to ask of Ocean Casino, but I won’t forget it.