Anonymous

• Reservations for a –night stay - arrival date May 21 / departure date May 23 • Discovered a bedbug and left on Saturday, May 22 o Alerted the front desk of the situation o He didn’t have much authority to direct me but he did contact the manager and approved that we would not be charged for May 22 since we left o I requested follow up with the hotel manager – he gave me her email, and let me know that she would be contacting me • Emailed hotel manager on Sunday, May 23 o Outlined the situation o Provided a photo for documentation o Requested that we not be charged for our stay on May 21 • Emailed again on Monday, May 24 • Tuesday, May 25 – Called hotel manager. o She seemed to recall the incident but said she hadn’t yet read her emails since the weekend. I was surprised to hear that she had not responded more urgently to our report of the bed bugs given the potential impact on other customers staying at the hotel. o She said she would review the situation and call me back in a couple of hours. o Never received any follow up correspondence. • Friday, May 28 – left a message for hotel manager / resent my original email • Wednesday, June 2 – left a message for hotel manager / resent my original email • Thursday, June 3 – called again. No answer, and I didn’t leave a message • Friday, June 4 – Called headquarters general customer service number, 888-446-6677 o Spoke with a gentleman in reservations but he was limited in his ability to take care of this o Took all of my information, spoke with senior management, tried to call hotel manager, and suggested that I talk directly with Guest Assistance. He was unable to connect me directly. • Tuesday, June 8 – reached the corporate office, 888-240-6152 o Spoke with Ann – They will create a case file and follow up with the hotel directly Hotel is required to file a report and manage extermination if needed Ann sent Case #, requested that I send photo that I sent to hotel manager • Friday, June 11 – Received an email that the matter was forwarded to the Brand Management team who reviews all guest complaints and discusses a plan of action with the property to ensure that our guest's feedback is directly implemented into our efforts for improvement. o This was the end of our correspondence.

• Bedbugs Found
• Requested Refund