Anonymous

June 8, 2019 We booked two nights for what was supposed to be a wonderful wedding weekend. Instead we entered an unsafe environment that was infested with bed bugs and spiders. Obviously this is not the environment you expect from Marriott hotels. I first noticed there was a problem when I woke up on Saturday morning and found a bug crawling around in my hair. I thought that was gross but things happen. It became a problem after I found a third crawling in my hair later in the day. I immediately contacted Will Zieklo who promptly came to our room to examine the bug I killed on a paper towel. He said he would reach out to a contact at the Hilton who was a bed bug expert. Will reached out to Orkin to inspect our room. They inspected our room at 4:00 pm and found bed bugs. By this time my daughter and I were at a wedding wearing clothing that potentially could have been infected with bed bugs. It was super unfortunate and disgusting to say the least. Will informed me he booked us a hotel across the street free of charge. This was not a good solution because we had no clothing or a safe place for my daughter to sleep. Because of the bed bugs and spiders in our Marriott room we had to make different sleeping arrangements. We needed a safe environment for our family. Your hotel did not provide a safe environment for us. Because of the infested room I had to miss a portion of a wedding. I ate dinner by myself at the head table because everyone had finished an hour earlier. I missed special speeches and memories that I will never get back. The environment we paid money for and had been super excited to be in was a complete disaster. What was supposed to be a joyful weekend turned into one of sadness, disappointment and frustration. I realize things happen and and the Marriott did not knowingly rent us a room with bed bugs. I am a Certified Hospitality Department Trainer so I realize things happen. I train individuals to enter or advance in the hotel industry. I have yet to write a TripAdvisor review or any negative review online because I realize how damaging reviews may be. I have patiently waited to see how the issue will be handled. So far I am not impressed to say the least. Actually, I think the situation has been handled horribly. There has been poor communication among employees as to how to properly handle the situation. Erin promised my wife she would dry clean all of our clothing. I thought this was a reasonable solution to the problem. I picked up the items yesterday and she informed me they just used the machines at the hotel. So my suit was washed, my ties, my dress shirts shrunk from dryer, raw denim ruined, all because the clothing was not laundered according to Erin's promise and assurance. This should be a common sense things and provides a great opportunity for training. Honestly, it just infuriated me and has made the situation worse. Because I am a trainer in the H&L industry I have no choice but to use your hotel as a teaching tool. I will continue to use the power of the guest story and inform my students what the situation was and how it was handled. I booked a hotel expecting a safe environment and in return got bed bugs and spiders and over $3,000 worth of clothing and items lost in the indecent. Now I am aware that even the cleanest most expensive hotels have bed bugs, and you did not knowingly rent us an infested room, but I am disappointed how the issue has been handled so far. Our vehicles may have bed bugs in them they need to be inspected. I may have bed bugs in my home that my daughter crawls around in all because our decision to choose Marriott. I am a little shocked you have not reached out to my family in any way. The customer service at Residence Inn Marriott is lacking. Issues due arise but it is how you handle them that matters. People need to feel valued and treated with empathy. As a customer I did not feel like the situation was under control or employees had a clear understanding of what to do. Brad, the general manager has yet to return my phone call or email.

• Bedbugs Found
• Requested Refund

Anonymous

Stayed there january 11th and awoke to a bed bug crawling on my pillow! Have bites on my neck and back!

• Bedbugs Found
• Requested Refund