paid extra for what I believed to be a superior room, but upon entering, I was appalled by the cleanliness and condition. Most notably, I stood on a sharp hook lying on the carpet, which pierced my sock and cut my foot. When I presented this to The front lobby, I was advised this was from the large curtains in the room. I recieved zero empathy and no apology. Instead, was advised to hold onto the hook myself, stating there was nothing she could do and that I would need to escalate the issue myself.

The carpet was damp, and dirt was coming off onto my feet and socks, which is far below sanitary standards. Furthermore, the state of the bathroom was disgusting. There was mould and mildew on the inside and outside of the shower enclosure and body hair from prior guest. the water leaked out of the shower onto the exterior of the enclosure when the shower was powered on causing a potential slip hazard.

During my stay, I repeatedly addressed my issues in the lobby, only to be met with hostility. I was told I would be moved to a different room and that the resort fee for my stay would be removed after front lobby spoke with a manager. However, I was informed there were no rooms available, and I was advised to return later. Despite following up each day, I was continually told there were no available rooms.

I spoke with the manager Donna that reiterated that I would be moved but provided the same excuse about availability. Like previously Donna told me to call back down to the lobby later in the day to in house services not to waste more of my vaction time standing in the check in/out que. I called to in-house services later that day and was advised, that Donna was unavailable, and I had to wait in line like other guests checking in and out to discuss my issues further. This resulted in hours of my vacation being wasted on trying to resolve these matters.

Every day of my four-night stay continued in this manner, with no resolution or change of room. Additionally, I had Expedia call the hotel daily on my behalf, but there was no progress.

On the morning of checkout, I spoke with Hector at in house service, who assured me that the notes regarding the resort fee being waived for my stay and a $30 food/beverage credit were in the system. He advised we could have a late check out, However when i returned later that day to check out, the resort fee was still on my bill. I questioned why I had been misinformed and requested to speak with a manager.

When I addressed my concerns, I encountered rudeness from the manager, who insisted the front desk was busy and that I should discuss it with Donna. I asked could I speak with Donna. She advised she wasn't working today that I could email her.

When I requested accountability, she became super irate and threw Donna’s card on the desk, and insulted me calling me white trash. I was shocked firstly how irrate she was being to me, secondly the lack of professionalism throwing the business card up onto the desk in my direction and thirdly being racially insulted for asking for a resolution and accountability to the issues that severely impacted my vacation that left me anxious my entire trip. This was embarrassing, especially in front of other guests as they were staring in my direction. I slid the card back on the desk and asked her to repeat what she just called me which seemed to further irrate her and she called security to escort me out.

The security staff, in contrast, were courteous and expressed concern for my situation, as I gave them a full explaination and showed them the photos on my phone as I wanted to clearly indicate to them that I wasn't being confrontational, I was being severly mistreated. They were the first members of staff to apologize for my experience and showed empathy. Credit to those guys. They advised me to reach out via email as they didn't think I was going to make much progress that day.

I left a review on Expedia, where the flamingo replied and requested my details to allow them to involve the relevant team. which I provided but never got a response