ComplaintsforKnott's Berry Farm Resort Hotel
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Complaint Details
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Initial Complaint
09/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I woke up with bug bites all over my legs I don't know if it was from bed bugs or fleas all I know is I'm not paying for the room.Business response
09/18/2023
Our record show that ****************** called a day after he checked out to inform us that he had bites all over his body due to sleeping on the floor. We apologize, advise we would contact him regarding the results of our investigation.
***** came and did a full investigation in the rooms found there was nothing found.
When we contacted ****************** and told him of the findings he hung up the phone.
****************** called back frustrated and wanted to speak to someone higher.
Guest was contacted by front office mgr. they went over Orkin report, and he said it could have been in the breakfast location. We informed him that if that was the case, we would have received multiply concerns. Guest was declined request for compensation.
Initial Complaint
12/31/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I stayed at the knotts berry farm hotel from 12/27-12/29. I reserved hotels rooms *******. I woke up on 12/ 29with 2 bites on my left wrist and one bite on my right under arm. I immediately pulled my sheets back and found a ***** bug in my bed where I was laying. I notified ****** the manager and he came up to my room with another staff. Management confirmed it was a bed bug and would inform me of my reservation comp. I Inspected the remaining 3 rooms and found 3 bugs in room 328 on bed and blood stains on 330 bed sheets. bed I bagged everything up in trash bags and drove home. I reviewed the yelp reviews on this Hotel and found many reviews with the same complaint including pictures. My Husband called and spoke to ****** regarding this concern and he informed him that an exterminator would be in the rooms we reserved on 12/30 and we would receive a call back from **** who is his boss. I contacted **** at 1:23pm regarding a follow up. **** informed me the exterminator couldnt tell by the picture from ****** what the bug was bugs couldnt be found. I asked her what about the blood stains on the sheets in room 330 and the three bugs in room 328 that I called ****** about when I found them. **** informed me she would speak to housekeeping and would refund me for 1 night stay for my hotel room only. My husband called and spoke to *** who is rubys boss and *** stated her refunding a night stay for my room only was a courtesy. I was $2186 for 4 rooms. I went to the doctors and received treatment for my bites and conformation the bites are from bed bugs.Business response
01/26/2022
When guest stayed in the hotel only one room was brought up to our attention of possible bed bugs there was no mention of any other rooms. Manager was unable to confirm signs of bed bugs but would have room inspected by professionals.
Only when guest called on a later day did she say there was issues with the other rooms.
Our hotel uses a reputable company that has been doing pest control service for over 70 years. The company came and inspected room and nothing was detected. Room was checked more than one time to be sure.
At this time we will not be issuing any other compensations.
We apologize for your inconvenience.
Customer response
01/26/2022
****** was the first manager to to come in to my room as to which he picked up the bug and took it with him. When he left I looked in the other 3 rooms. ****** called my hotel room and stated it was a bed bug and he would have trash bags sent to my room. I notified him we found bugs and blood on the sheets of the other rooms I would need a lot of bags. ****** was called that afternoon by my husband and was told **** would call us back after the room inspection. **** was told about all 4 rooms along with ***. Tell me how 3 different house hold members stay in this hotel and get bug bits and have blood on the sheets and bugs in their beds. Just last week another person that stayed at this hotel posted on yelp the same issue. Along with the attached complaints from other people how is it this hotel still accepts no responsibility. Im sure the other people were given the same response as me.Business response
02/01/2022
Even with no confirmation from the licensed pest control company we still went ahead and compensated *************** for the issue she had with her room the day of her departure. The room was inspected more than once, and nothing was found. The rooms have been rented out several times and we have had no issues from other guest. We will consider this matter closed at this time.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.