Anonymous

We were in Room 907, just getting ready to go to bed on 1/1/2017, when we noticed one crawling across the pillow. We flushed it in a panic before we realized what it was. Called front desk, they scolded us for flushing it and said someone had to come investigate. Waited over 20 minutes until "security" came up. Found another bug on the bed while we were waiting. Trapped it under a glass and photographed it. Went down to front desk to check out, wasn't even allowed to talk to a manager despite two requests. Guess we are driving back across the state at 130am.

• Bedbugs Found
• Requested Refund

Anonymous

I was eaten up by bed bugs at this hotel, and the hotel has done nothing. I have pictures. It’s miserable. I stayed at the Marriott Renaissance Center in Detroit for a work conference May 1 - 3, 2024. The first night I arrived, just as I was going to bed around 11 p.m., a bed bug crawled out from the pillows. I immediately called the front desk. I also noticed some residue on the wall that resembled dried blood, which I later learned was likely from the bed bugs. For reference, the room was $250.00 per night. Look. I understand — it happens. (Though, I travel extensively for work and pleasure and have been to high and low end hotels around the world and it’s never happened to me.) Nonetheless, how the hotel handles it says a lot and this hotel left me SHOOK at how poorly I was treated. So, for starters, no one came to look at my room or assist with moving rooms. I had to ask that someone being me a trash bag to put my things in to reduce the risk of contaminating the next room. I waited in the hallway until midnight for my new room key and trash bag. They refused to send someone to check the new room for me because “housekeeping isn’t here.” The night staff could not explain the process or protocol for bed bugs. They told me I had to wait and call for the manager in the morning. Giving the hour and the fact that hotels were all booked up nearby, I had no choice but to stay. The next day, I reach the manager on duty who was NOT helpful, spoke to me like a child (I am a 36 year old attorney), and refused to acknowledge what I as dealing with. I had to ask for my belongings to be steamed. They asked me to bring them down, at which point I said someone should collect the items from my room. I have to work. Still, no one has notified the rooms next door or any of the conference organizers. Manager refused to use the word “bed bug” and repeatedly said: if the third party ex didn’t come last night, they’ll come today or tonight” — even though we both know they didn’t come last night. Finally, around 3pm the next day, he confirmed there were “pests” in the room. Guess he got tripped up trying not to say “bed bug.” I got the next flight out of Detroit. I missed much of the conference. He said they were “comping both nights, of course” and seemed confused as to why I’d want to cancel my third night. He cancelled the third night and I was not charged, but a $500 charge remains on my credit cards and the 500,000 Bonvoy points he promised me are not in my account. At the time, he said it may take two weeks to post, so I waited. I called this morning. He wasn’t in. I did not get a call back. I called at 5pm, and he isn’t even the person who can give me the refund and points he promised. When I called at 5pm, a woman who unfortunately was not there to help when this happened let me know that I have to contact another person about this, apparently in charge of any bed bug issue. This is the first time I had ever heard of him. So now, despite missing the conference and dealing with the incompetent manager, I now have to type up this review, START a claim ( all of this wasn’t documented when expert inspector confirmed the bed bugs). There was a wedding at this hotel the weekend this all went down, which is likely why their expert said that even though there are bed bugs, there’s no need to close down the neighboring rooms.

• Bedbugs Found
• Requested Refund