Complaints

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My family and I recently stayed at your hotel for a week, and unfortunately, my experience was far from satisfactory. Upon checking into my first room, my wife a food inspector discovered that it was infested with bed bugs, making it impossible to rest and enjoy our stay. Despite my immediate complaint, the response was unsatisfactory, forcing me to request a transfer to a second room. Regrettably, that room brought its own set of issues, as we encountered roaches throughout my time there. Additionally, the persistent terrible odor in the hallways made our stay incredibly uncomfortable. To add to my dismay, I found mold covering the ceiling of the bathroom, which not only posed a health risk but also reflected poorly on the hotel's maintenance. Given the series of disturbances and lack of adequate accommodations, I am formally requesting a full refund for my stay, as I believe this experience did not meet the standard of service expected from your establishment.

  Business response

  08/15/2024

  We are sorry to hear your stay did not meet your expectations. We certainly understand any thoughts of bedbugs during a hotel stay can be disconcerting and I am happy to report that upon inspection of the room by our trained team the following day, no pests of any kind were found. In fact, the room in question has been rented out ******************************************************************* any other pests whatsoever. Additionally, in reviewing the concerns mentioned in your BBB complaint, we show no record that any of the concerns you mentioned (other than the bedbug complaint on your 2nd night with us) were brought to our attention during the course of your remaining 6-night stay. We do have housekeeping available during the day and front desk personnel 24/7 that would have been happy to address these concerns had they been brought to our attention at that time. Furthermore, I have inspected the 2nd room today for bathroom ceiling mold and while the ceiling could use a fresh coat of paint, no mold was present. We regret you did not feel your stay was up to our typical standards and hope you will consider ************* for your future lodging needs. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩