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I am writing to formally express my disappointment and concern regarding a serious incident that occurred during my recent stay at your property in Aruba.
On my last full day at the hotel, I was out for most of the day on an excursion. When I returned to my room, I entered using my key and immediately slipped, sliding approximately five feet across the room due to a significant amount of water covering the floor. This was not only shocking but also a serious safety hazard.
After regaining my composure, I contacted the front desk and maintenance arrived shortly after. However, I was given no clear explanation as to how this occurred. In addition, several of our personal belongings were affected—multiple clothing items were completely soaked, and the divider inside my luggage was also saturated with water.
I later spoke with a manager, who unfortunately did not provide an explanation, nor was there any acknowledgment or apology for the situation. The only solution offered was to have our clothing dried, and there was no mention of addressing the damage to my luggage or the overall inconvenience and distress this incident caused. I was told someone would follow up with more information.
After several hours without an update, I returned to the front desk and was told the matter had been “handled,” but no further details were provided. When I asked again about my luggage, I was told that I had been offered drying services, which is not accurate "