Hi Amanda,Thank you so much for taking the time to write a response. I sincerely apologize for the experience that you had and that you were this upset about your stay. I can understand being frustrated about your check-in being delayed, but I spoke with you personally about updates along the way in the process of your room being cleaned. As per our conversation, I had informed you that unfortunately we had an unanticipated shortage of housekeepers that day and that we were expecting a delay and personally saw to making sure that we expedited your room for you to the best of our abilities. You said "that's not my fault" and I agreed with you but we still did our best to make everything work and at no point was rude to you.The pool was completely covered in oil the morning of your checkout due to some guests that had gone swimming, yes. I apologize that this was of significant inconvenience to you, however, the pool takes time to clear and we did not feel comfortable having our guests in the pool while we tried to clear the chemical imbalance. This is for your safety and comfort.Our staff is new, yes, and we are learning. I again apologize for any inconvenience you experienced.