On August 19, 2023, I had a paid reservation for a week, which had been made a month in advance in July. Upon our arrival at the resort, we were assigned to room 107 by a female employee with a shark tattoo on her arm. Unfortunately, our initial encounter with this employee set the tone for a distressing stay. Room 107 had a pervasive and unbearable odor, and I promptly returned to the reception area to report this issue and request a different room. To our dismay, not only was the female employee with the shark tattoo rude, but she also asserted that all rooms smelled the same and that no alternative accommodations were available. While she did acknowledge the noxious odor, her unwillingness to address the issue was profoundly disheartening. She recommended using a humidifier and assured my family that the smell would dissipate within hours. However, even after waiting for the suggested period, the room remained uninhabitable due to the offensive odor. I, concerned about our comfort and well-being, approached the employee again, politely requesting a different room. Regrettably, the woman at the reception maintained her earlier stance, insisting that all rooms had the same unpleasant smell and no alternatives existed. At this point, my brother-in-law became involved, since we had another family group at the resort. He spoke with the employee, explaining that her claim that all rooms had the same issue was inaccurate. He also expressed our intent to seek a refund if a suitable resolution was not promptly provided, as room 107 was unsuitable for habitation. To our surprise, within five minutes, the employee returned to room 107, stating that another room was available, insinuating with a hint of concern that she might face repercussions for the change. This sudden shift raises concerns about whether the initial room assignment was influenced by discriminatory or biased motives, possibly related to my ethnic background. While my brother-in-law does not have an accent, I do, as English is not my first language. Room 124, the alternative accommodation, proved entirely satisfactory, with no unpleasant odor or issues. However, it is worth noting that the following day, maintenance personnel were observed attempting to rectify the odor problem in room 107, which suggests that the room was indeed in substandard condition. The room remained open and inaccessible for several days.
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