As a disabled Veteran traveling with a toddler and two other children, I am appalled by the…read moreunacceptable conditions and lack of proper customer service we encountered.
Upon arrival, we were placed in a room that reeked of a foul odor. Despite immediately informing your staff, nothing was done to move us. After investigating myself, I found the source of the smell--a soiled carpet in the far rear room on the right. It was only after I insisted that a staff member come to the room to experience the smell and see the soiled carpet that we were moved.
The new room, while not as odorous, was still far below acceptable standards. The furnishings were outdated, lizards were entering the room, and the smoke alarm beeped incessantly throughout our first night. Additionally, condensation caused the return vent to leak, creating a hazardous environment.
Furthermore, the condition of the bathroom was deplorable. The caulk around the tub was crumbling, and the jets for the jetted tub had deposits and rust, which I had to clean before using. To my disgust, I also found long, stringy hair in the tub. The freezer and refrigerator were filthy, with visible dirt and grime. Even the white towels had hair remnants on them, indicating a lack of proper laundering.
On top of that, I found what appeared to be rodent droppings in the room. The sponges provided were cut in half to presumably save costs, raising concerns about whether sterile scissors were used. There was a hole under the sink in the kitchen leading to the tub area, cracked tiles on the floor, and hair in the side dresser drawer that did not belong to us. The floor and carpets were dirty throughout the room, and there were loose toilet tissue holders and electrical outlets that would not hold my iPhone chargers, further contributing to the unsanitary state of the room.
On the second day, I requested a broom to manage the mess, especially given that we have a toddler crawling around. I was shocked to be informed that no brooms were available for guests and that housekeeping only cleaned on Wednesdays. This information was not provided at check-in, nor was I told that I needed to specifically request housekeeping services.
To make matters worse, we woke up Wednesday morning to find the hallway flooded with water from the AC leaking from the ceiling. We left for Disney and was unable to inform the maintenance of the leak because we were out all day and hoped the housekeeping staff would see that we attempted to clean up the leak with our body towels to clean the floor because no cleaning supplies were provided. With a toddler, this situation was not only unsanitary but also dangerous. We gathered the trash and placed the soiled towels in a pile, expecting them to be retrieved and replaced during the scheduled cleaning on Wednesday. Instead, we returned to find the room in the same state. The front desk staff then informed me that it was my fault for not specifically requesting a cleaning, despite her previous assurance that cleaning was done on Wednesdays.
When I expressed my frustration and concern for my family's health and safety, the front desk staff was dismissive and unhelpful. She mentioned that she didn't need the job and was only working for extra money, showing a complete lack of empathy or responsibility. She even blamed me for not leaving on the first day if I was unhappy and insisted that it was my fault for not knowing I needed to request specific services, despite the lack of clear communication at check-in.
The excessive trash left in the room caused my toddler to trip and hit her head on the hard tile floor, which caused her to bite her tongue and draw blood. This incident could have been easily avoided if the room had been cleaned or even if the floor had been swept when I requested it.
This experience has been distressing and has significantly impacted what was supposed to be a relaxing vacation. I rely on clear communication and support from the facilities we stay in to ensure my family's safety and comfort. The conditions we faced were not only unsanitary but also dangerous, especially for my toddler. As a disabled Veteran, I've slept in worse conditions while deployed; but I wasn't paying a fee to live in deplorable conditions. I was unprepared for the condition of this timeshare location, but only decided to share my experience after Tawanna (sic) insisted on asserting my failures by choosing to stay here instead of acknowledging that a miscommunication occurred and presented a solution with empathy.