ComplaintsforHEI Hotels and Resorts
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Complaint Details
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Initial Complaint
06/22/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Hello, I completed my stay with one of your properties at ***** ***** ** this past weekend, 06/16-06/19. During my stay I was waking up to bites on my hand and arms. I had to eventually show these bites to my doctor and they indicated I would need antibiotics and that these bites were related to bed bugs. I received medication during my checkout day and during the process of checking out I informed the Front Desk Manager of the situation and showed the bites which are large, blistered, painful, and easily noticeable. I informed the manager that the night before I barely slept due to the pain and burning sensation from the bites. He informed me that they will clean my clothes for free and after a 3rd party entity completes their search of the bugs they will refund me for my stay for a total of $988.00. The manager contacted me today on 06/21 and informed me that no bugs were found and nothing can be done. He provided me the corporate number but I am unable to reach anyone. Can you please help me with this situation?Business response
07/26/2022
***** ***** ********** *************************** ***** ******** **** *** **** ***** ** *** ********** *********************** ******** ******** ** ********** ********
Good morning,
I am following up on the attached complaint from guest, ****** ******, who recently stayed at one of our managed properties, ***** **** ************ ******. I am the Regional Vice President for the property and immediately followed up with the guest as soon as the issue was brought to my attention. I have attached a copy of my correspondence with the guest. The guest was issued a full refund for her stay for the inconvenience, and was satisfied with the resolution. The hotel followed all protocols to investigate the guest’s claim for bed bug activity in the guest room but no positive activity was found during the professional inspection. The room was treated as a precaution to ensure no issues for future guests.
Respectfully,
Brian
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.