Jenny Weller and her husband traveled from San Diego to Palm Springs, Calif., last month to celebrate their first wedding anniversary for two nights at the Hyatt Palm Springs.

The 42-year-old high school social science teacher says she found water damage on the bathroom ceiling, rust around the toilet and mold in the shower. She also said the air conditioner didn’t work and the curtains had holes in them.

“When it’s a big brand—for example, the Hyatt—you expect a certain type of quality,” she says, adding that the room cost about $343 a night before taxes and fees.

After calling customer service, she received 12,000 loyalty points, she says, enough for one free night at a Hyatt under some circumstances. She says she’s not planning to return to the hotel.

Supply-chain issues and staffing shortages have affected routine preventive maintenance programs at the hotel, according to an emailed statement from general manager Kevin Watson. He added that renovation and refurbishment plans are in development, and guest satisfaction is the highest priority.

Hyatt is working closely with this hotel to ensure the guest experience meets the brand’s standards, Paul Daly, the company’s senior vice president of global franchise operations and owner relations, wrote in an email statement.