Dear Sir/Madam, We, Nuha Yousif and Salam Rabin, are submitting a formal and urgent complaint regar...

Dear Sir/Madam, We, Nuha Yousif and Salam Rabin, are submitting a formal and urgent complaint regarding our stay at Viva Tangerine by Wyndham in Puerto Plata, Dominican Republic (Room 2621). This stay was meant to celebrate our first wedding anniversary and our first vacation in six years. Instead, it turned into an extremely distressing and unacceptable experience that falls far below Wyndham’s expected standards. From arrival, we encountered serious failures: we were initially given a room with no towels, no hot water, and a door that did not lock—posing a clear safety risk. We were then forced to wait until 7:00 PM for a room change, resulting in the complete loss of our first day. More seriously, we experienced a dangerous safety incident when we were locked on the balcony for over 30 minutes after the door became stuck from the inside. We had to call for help from outside to alert staff. This is a critical safety failure that could have had severe consequences. Additionally, there were no umbrellas at the beach or pool despite the extreme heat, which resulted in first-degree sunburn. The buffet situation was equally unacceptable. It was overcrowded with what appeared to be non-guests (likely acquaintances of staff), leading to constant food shortages. We were required to wait over 20 minutes just to enter, and once inside, there was insufficient food available for guests. When we raised this issue with customer service, we were told we should have purchased a VIP package—an unprofessional and unacceptable response. This experience caused significant stress and negatively impacted an important personal occasion. Given the seriousness of these issues—particularly the safety incident—we formally request full and appropriate compensation, including a replacement stay/vacation. We expect this matter to be escalated and handled with urgency. If no satisfactory resolution is provided, we are prepared to escalate this matter further through formal complaint channels. We expect a prompt response. Sincerely, Nuha Yousif Salam Rabin