Anonymous

Date/time of incident: 12am 11/29/2019 (thanksgiving night) How did management handle the situation: management handled the situation pretty terribly. All the staff members we worked with to resolve the situation lacked empathy and made the experience worse. Luckily I was up late so I was up when the bed bugs came out. We checked in to the hotel at around 5pm on thanksgiving. At a little after midnight I started noticing the bugs crawling and I killed over 10, took a few photos and videos and decided I needed to wake up my parents who were asleep in the next bed. While my mom packed things up, I went downstairs to let the front desk know and asked for a room change. The front desk person asked us if we wanted to file a security report and wasn’t answering what the purpose of the security report would be and when asked if we could do it in the morning we were told we had to do it right then. Overall the front desk person was being very sketchy about the whole situation. Luckily the night shift VIP manager was very nice and let us know we could file in the morning. Unfortunately we did not work with her for the rest of our weekend. The hotel was unhelpful in providing any support, (gave recommendation to keep everything as contained as possible but didn’t offer any support or means to do so). We had looked up online that heat kills the bugs and to toss items in the dryer. Hotel directed us to a coin laundry a drive away from the hotel while it was snowing outside so we could take care of it ourselves. There was apparently nothing they could do until the external exterminating company came to confirm the room had bed bugs. Right before we were about to head out to clean all of our clothes I found 2 bugs on a pair of pajama pants that I had tossed on the bed in the first room while I had showered. Well now this second room we were in may have bed bugs now too. When the company finally did come I only found out by asking upon checkout and still not even an apology was offered.

• Bedbugs Found
• Requested Refund