I am writing to express my extreme disappointment regarding our recent stay in a luxury room from May 15th to 17th. We chose this option, assuming it would offer a higher standard than a regular room; however, the condition was unacceptable.
Specifically, the bathtub lacked a shower curtain, had mold, and was not draining properly. I complained about this issue a couple of times on the morning of May 16th. They said a repair person would come to fix it, but the issue was not resolved. I requested a room transfer for our second night, May 16th, but the am receptionist stated that if the issue couldn't be fixed, it would be discussed with the manager because the hotel was fully booked. The issue was not fixed, and when I followed up in the afternoon of May 16th, the pm receptionist stated that the repair person was off and would not be able to address the problem until the next day, May 17th, which was our departure day.
In addition to the poor condition of the room and the lack of issue resolution, I also experienced what I perceived to be racist behavior from the staff during our stay.
This entire experience was highly unsatisfactory for a room that was booked as a luxury option and for the price we paid. I request that you address these issues immediately.