This is the email I sent to the manager explaining our trip.
I am writing to follow up regarding the refund that was discussed with Manager Kiana following our recent stay.
We arrived at approximately 11:00 p.m. and found that there was only one staff member working at the front desk, resulting in a lengthy check-in process. Upon entering the hotel, we immediately noticed a strong odor of mothballs and mildew throughout the floor.
We had reserved two rooms. After finally getting settled into our rooms, we discovered that the sliding door in one room had been left open. We turned on the air conditioning in both rooms, only to find that neither unit was functioning. We initially left the hotel to get food, hoping the rooms simply needed time to cool down, but upon returning, the air conditioning was still not working.
We are a military family in the process of a PCS move, traveling with two children under the age of two and approximately 15 pieces of luggage. Having functioning air conditioning was especially important given our circumstances and the late hour.
I returned to the front desk and explained the situation. The staff member eventually moved us to two different rooms after we removed all of our luggage from the original rooms. When I asked about the sliding doors being left open, I was told, “I don’t know. I’ve only worked here for three weeks.” While I understand that employees may be new, this response did not provide any reassurance regarding the condition or
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