Anonymous

I had reservations here for 2 nights September 27-29 2016. I was traveling from New Mexico for a heart procedure to be done at Phoenix Children's Heart Center. We arrived Tuesday afternoon and checked in. The room seemed decent. We brought our bags down and went to get dinner. My last meal before my procedure scheduled at 5:30 am Wednesday morning. We came back to the hotel and didn't sleep very well. My mother said she felt like bedbugs biting her, especially on her hand and fingers. We thought she was just dreaming, even though her fingers were itchy. We left by 4:30 am to the Hospital. After my procedure I layed in the hospital still for about 5 hours before I was discharged. I was told to take it easy and rest and don't travel back to New Mexico. An almost 7 hour drive puts me at high risk for blood clots. We arrived back to the hotel around 8 pm Wednesday night. We planned to sleep in, relax, enjoy complimentary breakfast . NEVER HAPPENED! At 1:30 am I had to use the bathroom, my parents woke up to help me walk. This is when my mom noticed something crawling on her blankets. It was a BED BUG! She captured it and we bagged it right away. I went down and spoke to Rod the only front desk employee that night. He was very nice and spoke highly of the General Manager getting things resolved. He offered to move us to another room, I said no. I didnt have the energy to move. We couldn't sleep anyways.When I asked he willingly gave me several trash bags, soo that we can pack our stuff in. He was apologetic and understanding. He said he would leave a message for his GM. I had high hopes that she would do the right thing. I left the bed bug in the bag for him to show her. I had taken many pictures of the bed bug, my mom bites on her finger,and brown, yellow stains in the crevices of the mattresses. We checked out and left by 3:45 am. We got back on the road to New Mexico, slowly and extremely exhausted. I waited, No call. I finally call and speak to name withheld. She insisted she called me and told me she was only going to refund me 1 night, not the 2. I asked why? She said something to its the Marriott policy of 1 night 100% guarantee?!? She was rude. Heartless. Clearly does not deserve to be in the position she's in. Her job is about running a Hotel smoothly. Hotels are Hospitality centered. That is the business. She had like no interest in making the wrong, RIGHT!! It not that it was such a horrible place to stay, but GM like that don't reflect the field they work in. I get Life happens,things happen that are out of their control, but if your gonna run a business, do it RIGHT! ESPECIALLY if your business thrives on people's comfort and needs being met! Needless to say, this experience makes it 1 of the worst hotels I have ever stayed at. Think twice before staying here. And know the GM Victoria Apodaca does not take kindly to her guests and their comfort in staying in her hotel. DON'T STAY HERE!! You will either share a room with a bed bug OR be totally bugged at the way name withheld runs her hotel. DON'T DO IT!!

• Bedbugs Found
• Requested Refund

Anonymous

We stayed their for 3nights, I went to wake up my 3small kids as I turned on the light and pulled back the blanket I see the bed bugs crawling on the sheets , my kids jumped out of the bed while I had to pick up my 16 month old, I caught one bug put it in a cup took it to front desk, night person on shift said he couldn't do nothing until management came in, we had to leave by then being were from Colorado, he said she would call me once her shift started of course that didn't happen I had to call her, she said she called the exterminator in and closed the room , I asked for a discount but of course not!!!!! She charged my card full price , I think that's unfair and my kids are all bit up my 16 month old little girl the worse, this is disgusting and I am not pleased at all.... traveled so far and what for my kids to be miserable and all bit up .... I would like my card refunded......

• Bedbugs Found
• Requested Refund