We had planned a Valentine's night getaway, expecting a quick and enjoyable one-night stay, but our experience was entirely the opposite. Upon entering our room, we were dismayed to find roaches crawling on the floor and in the kitchen sink, and the room had not been cleaned. I immediately contacted the front desk and informed them that our room was not acceptable due to the presence of roaches everywhere. The front desk explained that protocol required them to send housekeeping to verify the issue, expressing a lack of apology for the inconvenience and seeming to question my honesty about the bugs. However, when the nighttime housekeeper supervisor arrived, she was genuinely apologetic, acknowledged the problem, and promptly offered to relocate us and provide compensation for the distress caused. We were subsequently moved from building 18 to building 12, with my spouse transported by golf cart while I drove our car with our bags. Although the new room was free of roaches, the refrigerator had not been cleaned. Given the late hour, I requested a later checkout to allow us some rest before departing, and I offered to clean some areas myself due to our brief stay. The following morning, around 9 am, the housekeeper manager contacted me regarding the notes left by the supervisor, and I explained that we had been promised compensation. She advised me to contact the front desk, where I spoke with Guillermo Arroyo, the front desk manager on duty. He offered to refund the $17 resort fee and grant a late checkout as compensation, which he presented in a rude manner, stating that I needed to speak with housekeeping as it was not his team. I expressed my dissatisfaction with the treatment we received, and he hung up on me, calling security to have me removed from the room when I mentioned coming to the lobby to show pictures of the roaches. The head of security deemed me a threat due to my intention to post a review and inform other guests about my experience. I have yet to receive a follow-up call, refund, compensation, or return of my deposit, which was paid upon check-in. I strongly advise against staying at Star Island Room, as despite the room's amenities, including a jacuzzi at an affordable price, the presence of roaches and the subpar customer service make it an unacceptable choice