Anonymous

First night got bit several times on legs, next night on feet. The moved us to another room last night in new room ok.

• Bedbugs Found
• Requested Refund

Anonymous

My girlfriend and I checked into the hotel on the night of December 21, 2019 and checked out the morning of December 22, 2019. At approximately 7am on December 22, my girlfriend saw a bed bug on the right side of the bed [photo included]. I was able to catch it and kill it with a tissue, causing a lot of blood to come out of the bed bug. After I killed the first bed bug, I saw another one but was not able to kill it. I then called the front desk number. I talked with a man and told him that I had found bed bugs in the room. He did not sound concerned at all about the possibility that there could be bed bugs in the hotel room. He said that he would immediately send someone over to investigate. My girlfriend and I were in the room for about 20 minutes after I had gotten off the phone with the man at the front desk and no one had shown up yet. I left the bed bug that I had killed in the tissue on the bed for the person who was supposedly "immediately” investigating the bed bugs in my hotel room to see. Upon leaving the hotel, no one reached out to me, the man at the front desk did not ask to get my phone number to contact me with any results of the investigation or advise me on how I was to proceed since having been exposed to bed bugs. Days later, I had to once again alert hotel staff that there were bed bugs in my room. The complete disregard of my concerns, health, and safety is absolutely appalling and unacceptable. I put a bed bug with the blood it had sucked out of my body on a tissue in full view for staff to find, and even that did not compel staff members to reach out to me? It is clear that Sedona Summit staff need to be retrained on how to appropriately address bed bug complaints and be reeducated on how to serve their customers better. My girlfriend and I did take some precautions and washed our clothes immediately when we returned home, but since we were not advised on how to properly proceed after a bed bug exposure, we did not take every precaution that was sent to me by Paula. Since we were not properly advised on the precautions we should take post-exposure, we are unsure about the full extent of our exposure and the number of clothes, suitcases, bedding and mattresses that might have become infested. I have several bites on my body and am incredibly disappointed and unhappy with how this situation was handled leading up to Paula taking over. Once she took over my case, things moved quickly, my concerns were finally heard, and documentation was sent to me. This entire process has made me feel that my concerns were not valid, and that staff did not care about my wellbeing as a guest. In order to have anyone from the hotel contact me about my experience with bed bugs during my stay, I had to fill out a review on “Hotels Tonight” as well as an automated email from Diamond Resorts about your stay. Over a week has passed before Paula Lemmer reached out to me on the phone. Needless to say, I shouldn’t need to repeatedly contact the hotel to have my experience about bed bugs addressed and have the hotel room inspected for future guests. On 1/3/2020 at 2:25pm, I spoke to Paula Lemmer on the phone. When Paula received the survey on 12/30/2019, she was unaware of the complaint I filled to the front desk on the morning on 12/22/2019. Furthermore, when I called Paula back on 1/3/2020, Paula was still unaware is the room had been examined for bed bugs and had to call me back later that day. On 1/3/2020 at 2:54pm, Paula called me back to let me know there was an investigation into the hotel room that we stayed in, and that the results were “Positive” for bed bugs. During my conversation with Paula, she advised me that I needed to fill out an incident report with Diamond Resorts in order to be contacted by the Risk Management Department and that they would address my concerns. The next day, on 1/4/2020, I sent over the requested Incident Report to Paula and waited to be contacted by Risk Management, as instructed by Paula. On 1/15/2020, I contacted Paula back, inquiring when I would hear from Risk Management about my incident, and it was to my great displeasure that she emailed me that I would have to contact them via mail. I was told one thing over the phone and another over email. The unfortunate part about this situation is the fact that it could’ve been resolved immediately had the Sedona Summit staff been properly trained to handle good faith concerns brought up by hotel guests. When I alerted the front desk staff about the bed bug incident, my immediate concerns were for the health and safety of myself, my girlfriend and the hotel guests that would occupy the room after our stay. If our concerns were handled promptly and professionally, this incident could’ve been resolved shortly thereafter and my views of Diamond Resorts remained positive. Instead, what I received was zero follow-up or concern from the hotel staff (including the General Manager), zero instructions about bed bug procedures from the hotel until over 10 days after exposure and an overcharge on my credit card of $78.23. The hotel’s actions during the aftermath of this incident has led to many countless hours researching how to limit bed bug exposure, days of worrying about and checking on bed bug exposure and weeks of frustration with Sedona Summits staff in response to our concerns.

• Bedbugs Found
• Requested Refund