Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After checking in we discovered a bedbug coming out of the pillow in their room. We IMMEDIATELY brought the bug to management. We were told they would contact us in the morning regarding this concern. They never did. Upon inquiry that afternoon they accused ** of lying and that there is no way they have bedbugs since no one was in the room for the past 3 days. Bedbugs live without a blood meal for several months and their eggs can be dormant for 18 months. The big we found was an adult. Their claims are unfounded and based on nothing. They refused any type of compensation for the physical, psychological, and material damaged caused from us being placed in an infested room.

  Business Response

  Date: 05/18/2023

  This is unsubstantiated claim in which the guest then demanded that their entire stay was refunded.  Guest stayed with us for additional nights even though claims of horrible service.

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20047052
  
  I am rejecting this response because: their response due to both the presence of substantiated evidence of the bed bug and the unacceptable treatment we received during our stay.
  On the night of May 9, my group arrived at the hotel, tired and seeking a comfortable and safe place to rest. Unfortunately, our hopes were shattered when we discovered bedbugs infesting our room. The discovery of such a serious issue led to extensive efforts on our part to decontaminate our belongings, which took until 3 am to complete.
  Given the late hour and our severe sleep deprivation, it was not feasible for us to find alternative accommodations. Additionally, being in the off-season, the limited availability of lodging in the area made it even more challenging to secure a different place to stay. The hotel staff informed us that they would discuss the matter with us the following day, further leaving us with the impression that our concerns were being taken seriously.
  To our dismay, the promised discussion did not materialize, and the hotel failed to provide any correspondence until that evening only after an in-person request. This intentional delay in communication, combined with their disregard for our well-being and the contamination of our belongings, left us feeling helpless and trapped. We had never anticipated such poor treatment from the hotel management, especially given the gravity of the situation.
  Despite the disrespectful behavior and lack of appropriate response from the hotel, we attempted to remain respectful and considerate in our interactions. However, the staff became disrespectful, dismissive, and disingenuous. It is disheartening to recount how their conduct compounded our already distressing experience.
  As a result, we felt compelled to stay an additional night at the hotel due to the lack of alternatives and concerns for our safety. Sleeping on the streets was not a viable option, and we were left with no choice but to endure another night of discomfort and anxiety.
  I want to emphasize that we have provided substantial proof to the hotel regarding the infestation in our room. The presence of bedbugs and the subsequent decontamination process have not only caused material damage but also posed physical and mental health risks to us. It is only fair and just that our claim is taken seriously, and appropriate compensation and measures are taken to rectify this unfortunate situation.
  I kindly request your assistance in addressing this matter and ensuring that our concerns are heard and acted upon. The hotel's negligence, delay in response, and disrespectful treatment are clear violations of their responsibilities to their guests. We trust that the Better Business Bureau will take appropriate action to hold the hotel accountable and prevent similar incidents in the future.

  
  Thank you for your attention to this matter,
  
  *****************************************

  Business Response

  Date: 05/31/2023

  Please see attached documents in response to this complaint.  We dispute the claim based on the statement and documentation attached.  

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20047052
  
  I am rejecting this response because: the business is lying. tThe hotel's actions, marked by dishonesty and the added emotional distress caused by mishandling the infestation, reinforce my decision to seek appropriate resolution. The discovery of bedbugs in our room was deeply traumatic. The hotel did nothing but provide delayed and deceptive communication which only exacerbated our distress. Furthermore, the disrespectful and dismissive behavior when we sought updates was completely unacceptable.We have provided substantial evidence of the infestation originating from our room. This has caused material damage and put our health at risk. Your lack of professionalism and care for our well-being is disheartening. Therefore, I firmly reject your claim. I urge you to reconsider your approach, take responsibility for the consequences, and address our grievances promptly. Failure to do so will leave us with no choice but to escalate this matter further to seek justice and compensation.
  
  Sincerely,
  
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