2/10 Terrible
Verified traveler
Dec 6, 2024
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Found Bed Bugs in 2 Rooms and No Refund
Beware of bed bugs. I check for bed bugs immediately in every hotel room and found a bed bug in both rooms we were given. Both times I scooped a bed bug from the bed into a paper cup and took it to the front desk employee. The employee apologized and said they'd work with the GM in the morning to process a refund since we weren't going to be able to stay there. I asked if they wanted to take a picture and they said if I had pictures of the bed bugs then that should be enough documentation.
I've been emailing, calling, and leaving voicemails for the GM multiple times for 3 weeks and he has never emailed or called back. I did manage to reach him twice when I called in, 11 and 22 days after the reservation date. He claimed that someone checked for bed bugs later and didn't see bed bugs so they wouldn't be providing a refund. I said that we took both bed bugs to the front desk and the GM told me we didn't, which he's clearly lying about and they could verify that with their security footage. I also told him I took pictures of both of the bed bugs and he said no I didn't, which doesn't even make sense as a response.
He is completely gaslighting me and either just doesn't want to provide a refund or is concerned with costs and protocols for getting rid of bed bugs. It's frustrating to not have that refund approved and also to have to pay even more to get a last second room somewhere else, but the fact that he's ignoring the issue for future guests just adds to the frustration.
Verified traveler
Stayed 1 night in Nov 2024