We visit Winstar about twice a year and usually stay at BW. Upon arrival, we were greeted pleasantly by Tammy. She's always friendly and helpful! It appeared that she was patiently training a new staff member. On average we stay in a king room however this time, we upgraded to a Jacuzzi room. We dropped off our bags in the room and went to the casino. When we got back and were getting ready to relax and enjoy our Jacuzzi we noticed long hairs in the tub. We shrugged it off and decided to hop in bed and watch television. As we pulled the sheets back, more hair and a splotchy brownish red spot on the sheets. We were done. The floor also hadn't been vacuumed, and someone's hair clip was under the desk. So, I called the front desk and Tammy was extemely apologetic and came immediately to change the sheets. She exclaimed it was unacceptable and she was appreciative that we allowed BW to correct the error. When we checked out I questioned the charges on my credit card. She said they hold a charge for the full amount of the room, reverse it and charge again with an additional $25 incidentals fee. The $25 is supposed to be dropped. Well, when I questioned the two charges, she seemed a bit frustrated, which tells me they get the question often. Anyway, she told me due to the condition of the room, they would not be charging me, the head of housekeeping would be notified and appropriate action would be taken. I told her that was very courteous and of course we will return. I appreciate that they did that, especially since we were unable to use the Jacuzzi that we had been looking forward to due to the unsanitary conditions. Kudos to BW for making it right. less