Anonymous

Checked into the hotel on 7/21/2018 and inspected the bed for bed bugs. Did not see anything. On 7/23/2018 I woke up and when I got out of bed I observed what appeared to be a bed bug on the pillow. I took and picture of the bug and went to the front desk to report the incident. The hotel moved us to a different room, however it was the room below the room we were in. I filed an incident report with security, which took over 20 minutes due to slow response time. The hotel stated they would investigate and follow up within 24 hours. We did not hear back from the hotel until 2 days later. The hotel called us and confirmed our suspicions. The room tested positive for bed bugs. Upon our return to the hotel, it took over 30 minutes for us to speak with a manager about the incident. No detail was provided, and we were unable to obtain a copy of the investigation report. The hotel offered to dry clean and launder all of our clothing and have it returned by 8am the following day. We agreed and expressed or concerns over taking the bugs home with us from our trip. The manager stated he would have someone come up to pick up our clothing and inspect our room, but that we would be able to tell if we had bugs in our suitcases. Someone never came to inspect. We had to take our clothes downstairs ourselves. We gave them every article of clothing we had, besides what we were wearing. We had to buy clothes to sleep in. The following day, we did not receive our clothes at 8am. We were on our way to Disneyland so we decided to check back that afternoon on our clothes. We arrived back to the hotel at 2pm and no clothes. Proceeded to the lobby and asked about our laundry, and was told to wait for a manager. I waited over 40 minutes for the manager to tell me that our clothes were not ready yet but should we ready at 4pm. I also asked to be provided with a copy of the incident report I filed with the hotel, and also a copy of the hotel’s investigation report. It took another 10 minutes to wait for security to provide me with the report I filed, and was told that I could not obtain a copy of the hotel’s report and that it was a corporate issue. We waited until 4pm and our clothes still hadn’t arrived. Went down to the desk at 4:50pm to inquire and they responded they were on the way. We left the hotel and returned around 11 and our clothing was in our room. The hotel did not appear to take our situation seriously. We did not report bites, and they kept telling us well you weren’t bit right? It was very inconvenient to have all of clothing gone for longer than expected, and the wait times to talk to anyone at this hotel is absurd. They offered to give us a gift certificate for two free nights (the number of nights we were in the room). We requested a refund instead and they are still working on it. We were asked to sign a Release of Claims Form, which didn’t even have any of the information filled out besides the hotel name. We refused. The day we checked out on 7/28/2108, I saw another bug in our new room and reported it in a similar manner. Security did an initial check of the room and stated they found nothing. I asked if a pest control company would come and he stated yes and they would follow up.

• Bedbugs Found
• Requested Refund