Anonymous

We stayed on 12/28/24 and despite my husband checking the mattress upon room entry, the next day in the morning my child was covered in bites. I then pulled the mattress back off the frame and under the edge of the bed skirting found a couple exoskeletons and a live nymph and adult bed bug. I informed the front desk clerk of the situation, and showed him pictures of the live nymph that I found. I asked for plastic bags to put our belongings in which he gladly gave me. I asked what we should do next, and he told me he didn't know what to do as he'd never encountered a problem like that before and wanted to leave it at that. I had to ask him multiple times who he could call that would know what to do, and he consistently responded with there was no one else to call because his management was on holiday. I had to firmly insist that he at least attempt to call his manager, and that I would wait while he tried. Despite his clear displeasure with having to deal with me he did attempt the call. Thankfully, management did answer the first call and while he also did not know what to do, was ready to call hotel ownership and pest control to find out what the next steps should be. The manager called me back after speaking to pest control management and informed me that our clothing should be washed on high for at least an hour and dried on high for at least an hour. He offered to have our laundry done there at the hotel while we waited, or to pay for us to do our laundry at a laundromat. As we were attempting to be on a relaxing vacation, I opted for the hotel to do our laundry. At this point the manager asked if we were in a new room yet, or if we were still in the same room. I informed him that we were still in the same room, and a different room away from the bugs would be nice while we had to wait. He informed that he would contact the front desk clerk to bring us keys for a new room, and a laundry hamper to put our clothing in. A few minutes later the clerk did arrive with both keycards for the room across the hall, and a large wheeled hamper. After loading the entirety of our wardrobes into the hamper and settling my family into the non-infested room I wheeled the hamper downstairs to the clerk and stated that we would be leaving as the manager had told me it would be at least two hours wait on the laundry. The clerk again seemed to be mildly displeased with having to deal with me, and took my laundry and brushed me off. We left for lunch and a game of bowling to keep our kids entertained, and after 3 hours had gone by with no notice, we called to check on the status of our laundry. We were informed it had been completed and been returned to the new room. Once we returned and collected our belongings we returned all the keys to the front desk where the clerk (still the same) let us know that our stay would be refunded the next day (Monday) and that the manager would be back in office if we wished to call. That was that. No further inquiries or updates from the hotel were received, however our stay was refunded promptly the next day.

• Bedbugs Found
• Requested Refund