酒店回复: Thank you for taking the time to share your experience. Please accept our sincere apologies for the condition of the first room you were assigned. The presence of water on the bathroom floor, cleanliness concerns, and odor are entirely unacceptable and fall short of our standards. We are actively addressing this with our housekeeping team. As a 100% non-smoking property, we are also investigating with the previous guest and reviewing how an unprepared room was released at check-in.Regarding the second room, we understand there was a concern with the TV remote. Our front desk team made multiple efforts to assist and provided a replacement remote, which required a short time to sync with the television — a detail that may not have been immediately apparent. During this process, our staff kindly asked for a moment of patience to resolve the issue. Unfortunately, the situation became increasingly difficult, with continuous raised voices and behavior our team found aggressive. The experience was distressing enough that our front desk agent was brought to tears.While a room change was not technically necessary in that instance, it was made as a courtesy in an effort to de-escalate the situation and ensure your comfort. Despite the earlier difficulties, our staff member still followed up later that evening to make sure you were settled in, which reflects our ongoing commitment to guest care.We sincerely regret the issues you encountered with the initial room and appreciate your two-night stay. While we are committed to providing a positive experience for all guests, we also ask for respectful communication so our team can effectively assist when challenges arise.