Upon entering the room, we were immediately met with black mold on the walls and lamp, posing a serious health risk, particularly to a vulnerable infant. We also discovered exposed electrical outlets, a broken door, and crumbling walls, all of which made the room feel unsafe and uninhabitable. The overall environment was filthy and neglected, far from acceptable by any hospitality standard.
To make matters worse, when we attempted to raise these concerns with staff, we were met with poor customer service and indifference. There was no sense of urgency or apology. After complaining and explaining the fact that we had a three month old, we had to find other arrangements. The Indian woman at the desk told us to contact Hotels.com, they would call her, and she would approve a full refund, we left for a safer hotel.
This experience was not only unpleasant — it was a serious safety issue, and I am shocked that such conditions were allowed to exist in an establishment open to the public. To make things worse, the management lied and said we never complained, which is not true. Hotels.com is taking their managers word over photo proof etc… and will not help us! We are out $755 dollars plus the high cost of finding another hotel the day of, after flying all day to see my son who is stationed at Keesler AFB. Never using Hitels.com or Wingate by Wyndam Hotels for any other vacations!
