I am writing to express my deep disappointment with our recent stay at your hotel.
Upon arrival, the room we reserved for my family was not available. We had specifically booked a room with three queen beds, but instead were given two rooms with double beds, which was not comfortable for my family.
We were then offered two king suites, but unfortunately, the issues continued:
• One of the rooms had a strong mold smell.
• The bed sheets had visible stains.
• Under the bed, we found a used condom, which is completely unacceptable and raises serious concerns about cleanliness.
• There was no bed cover for the pull-out bed.
This level of cleanliness and the failure to honor our original booking are unacceptable for a family stay. We expect a full explanation of how this happened, as well as appropriate compensation for the inconvenience and distress caused.
Please respond promptly to address this matter.